S Vivek Raju

• Significantly contributed to Oracle's GSCO division as a vital member of the Sales Help Reporting Team.
• Played a key role in improving data analysis and reporting processes to support sales initiatives, leading to a 10% increase in sales productivity.
• Elevated Customer Satisfaction Scores from 65% to 80% by resolving SEMC (Service request) issues.
• Achieved a remarkable ticket resolution time of under 15 minutes in Oracle Service Cloud (OSVC), surpassing industry benchmarks by 50%.
• Created and maintained real-time sales reports using Oracle's reporting tools, enabling data-driven decision-making.
• Collaborated with cross-functional teams to gather requirements, ensuring accurate and customized reporting solutions.
• Provided training and support to team members, enhancing their data handling skills.
• Demonstrated strong proficiency in data analysis tools, including Excel and business intelligence software.
  Provided comprehensive support for internal processes, inquiries, and technical issues related to reporting tools, including Sales Intelligence (SI) Dashboard and Data Visualization (DV).
• Maintained interactive dashboards for real-time visualization of sales and customer data.
  Supported Oracle Sales applications, managing incident resolution via OSVC Ticketing Tool.
• Bridged communication between Sales and support functions, undertaking special projects and providing access and functional support for various tools, including NGCC, Genesys, Customer Context, Territory Intelligence Application, and Business Intelligence (BI) Dashboards.

Significant Sales Growth and Profitability:
Achieved a 20% increase in monthly sales volume, contributing to a 15Cr boost in company profits within the first year.
Consistently ranked as the top-performing salesperson for three consecutive years, resulting in a total revenue contribution of 40-55Cr.

Awards and Recognition:
Awarded as the Top Performer of the Month for 6 months, including 3 consecutive months in a single year.

Advanced Customer Support & Relationship Management: Leveraged strong customer relationship management skills from automobile sales to provide advanced customer support, ensuring maximum availability, performance, and utilization of knowledge and information systems. Consistently developed and maintained robust customer relationships, leading to enhanced service fulfillment and user satisfaction.

Cross-Functional Coordination & Issue Resolution: Utilized expertise in managing cross-functional coordination from sales experience to provide inputs for problem management. Implemented best effort methods for issue resolution, collaborating with various teams to support service restoration and fulfill service requests effectively.

Knowledge Management & Article Review: Applied knowledge management practices from automobile sales to periodically review and update knowledge articles. Ensured proper classification of public, private, obsolete, and restricted articles, enhancing the overall quality and accessibility of information.

Training & Development Support: Supported team leads by identifying training needs and developing content, leveraging experience in training new sales team members. Assisted in reviews and escalation handling to meet SLA targets, ensuring adherence to guidelines, policies, and norms.

Escalation Handling & Coaching: Handled escalated customer service tickets using strong complaint resolution skills acquired in sales. Coached customer service agents to improve their user handling skills, ensuring a higher standard of customer service and satisfaction.

• Client Relationship Management & Needs Assessment: Developed and maintained strong relationships with customers, conducting thorough needs assessments to understand their requirements and provide tailored automobile solutions, leading to repeat business and referrals.
  
  Customer Satisfaction & Follow-Up: Consistently achieved high customer satisfaction scores through attentive service and effective problem resolution. Conducted post-sale follow-ups to ensure satisfaction and address any issues, fostering long-term loyalty.
  
  Communication & Complaint Resolution: Communicated clearly and effectively with customers, providing updates and information throughout the sales process. Managed and resolved customer complaints in a professional and timely manner, ensuring positive outcomes.
  
  Team Collaboration & CRM Systems: Collaborated with finance and service departments to ensure seamless customer experiences from sale to delivery. Proficiently used Customer Relationship Management (CRM) systems to track interactions and manage customer relationships.
  
  Performance Metrics & Market Analysis: Consistently met or exceeded sales targets and customer service KPIs. Conducted market analysis to identify trends and customer preferences, informing sales strategies and enhancing customer service.