Reported and tracked opportunities for Business Management. Drove proposals, presentations, and other customer communications. Applied consultative selling techniques to advance opportunities. Worked with customer Information Technology (IT), Account Intelligence, ACS management and the account sales team to develop an accurate understanding of business needs and related issues. Gathered and assessed customer needs, both business and technical, for high level proposals. Worked with delivery to ensure a smooth transition from sales to delivery Collaborated with disparate groups including, but not limited to, sales, delivery, customers, finance, and risk management.
Conducted individual interviews within the Global Renewals Service Center, as part of the EMEA Support Quality Management team (15 members across multiple countries). Made several improvement recommendations based on the findings of the audit report. Swiftly adapted to and fulfilled Portuguese Oracle Partner’s demands and expectations.
Provided guidance and mentorship to new hires, acting as a dedicated coach for 3 other colleagues. Initiated the dialogue between management and team members, on the subject of major organizational changes, to insure a clear plan was laid out.
Researched the local Oracle Support Renewals activity for each of the countries added to the support contracts portfolio. Identified process exceptions and similarities to devise an effective prioritization system. Successfully reached and overachieved the yearly support renewal targets for each country
Managed the implementation of the pilot project. A team of 10 is now permanent. Coordinated a team of 5 people and provided them support to reach their set objectives. Designed comprehensive training materials and documented the initial process flow.
Built a strong customer base for the Application Specific Full Use Support, from ground up. Leveraged relationships with customers for growing the renewal rates
Gradually progressed from the Banqueting department to Room Service and finally Front Desk, learning new skills through hands on experience and practice. Applied skills such as attention detail, reliability and good self management in daily tasks