SUSANTA PADHI

Job Profile:

• Use MSX tool to create new opportunities and process renewal orders for customers.
• Follow T-minus procedures to generate Deal IDs for proactive and reactive processes.
• Generate contracts for customer signatures using CompassOne/MDM tool.
• Ensure all documents are validated and services are activated accurately.

Key Responsibilities:

• Lead Microsoft DCA team, providing guidance and support on complex requirements.
• Manage team of 28 members, focusing on productivity, quality, and customer satisfaction metrics.
• Identify and develop new process enhancements to improve efficiency and effectiveness.
• Handle high-priority and escalation requests to ensure timely resolution.
• Prepare and present Monthly Business Review (MBR) and Quarterly Business Review (QBR) reports and present dashboards to clients to communicate performance and progress.

Job Profile:

• Resolve pre and post-order booking queries from partners, customers, and sales teams.
• Address technical issues related to estimates and orders.
• Provide technical assistance for provisioning and activation of orders.
• Oversee cross-functional team collaboration for order fulfillment and hold management.
• Assist partners with post-provisioning support, including billing model changes and configuration adjustments.
• Guide partners on ordering processes and handle cancellation requests and invoice-related queries.

Key Responsibilities:

• Serve as Process Lead for XaaS Ops Support team.
• Prepare Monthly Business Review (MBR) and Quarterly Business Review (QBR) reports, presenting dashboards to clients.
• Implement process enhancements to ensure smooth transactions.
• Manage a team of 26 members, driving productivity, quality, and customer satisfaction metrics.
• Provide training and floor support to new hires and manage high-priority and escalation requests.

• Job Profile:
• Managed stock, database, and technical support for the Max Retail Division.
• Oversaw store-level database management and daily sales reporting.
• Addressed complex business queries, complaints, and feedback through online chat and email support.
• Monitored query performance and documented issues for resolution.
• Documented major product-related issues and reported them to relevant departments.