Sales & Marketing Operations Senior Business Analyst

• Oct 2023 - Present

Knowledge Management Business Analyst

• Mar 2019 - Oct 2023

- Enable Support Managers in integrating the KCS® (Knowledge Centered Service) V6 methodology in the problem solving process, by holding training and coaching sessions. - Monthly review of the Knowledge Management metrics, such as new articles created, articles viewed by customers, link rate between the closed cases and knowledge articles used to resolve them. - Hold monthly meetings with the Support Managers to discuss the metrics, as well as the achievements and improvement opportunities based on the reviewed reports. - Collaborate with the Technical Writing Team to ensure there aren't any knowledge gaps in the Documentation Portal of the company, based on the feedback from the support teams and newly created articles. - Support the Knowledge Management Director and stakeholders in alligning the Support organization with the company goals. Show less

CX Customer Success Manager

• Feb 2018 - Mar 2019

- Accountable for the assigned Oracle SaaS Customers’ successful adoption and enablement during their subscription’s lifecycle. - Support the customer, as required, through on-boarding, use case identification, business case review and expansion of services. - Create a relationship with the customer so that they have the best possible customer experience. - Ensure that the Customer Success Portal knowledge base is kept updated with best practice, tips and use cases. - Provide support to the customer developing their success plan, by setting regular cloud business review and provide feedback to encourage an accelerate adoption. Show less

Incident Manager

• Aug 2016 - Feb 2018

- Acting as a first point of contact when the customer support cases are not progressing in a timelymanner, leaving the Technical Account Manager to focus on strategic proactive recommendations andstrategic planning.- Making sure new cases are picked up as soon as possible through internal collaboration.- Providing the customer with monthly or quarterly cases status reports.- Looking to always maintain active troubleshooting on open cases and temporarily closed cases,where additional time is needed to implement the action plan or gather required data.- Scheduling conference calls to align when cases that don't progress. Show less

Premier Support Case Reviewer

• Feb 2016 - Aug 2016

- Performing weekly review of every reactive Premier Support case for selected Premier customerslocated in Western Europe and preparing a short summary of the case status.- Identifying the issue described in the case communication notes, and preparing the next steps thatshould be taken in order to progress the case to closure- Creating and delivering weekly customer support case reports-Advocating and being customer centric when executing Case Management reviews to drive caseprogression.-Achieving high levels of Case Management Quality Review scores consistently on all cases. Show less

Partner Business Sales Consultant UK&I

• Aug 2012 - Feb 2016

- Managing the partner base from the United Kingdom and engaging into offering proactive support forthe renewal process of their partnership.- Handling inbound queries from existing Oracle Partners over the phone, by e-mail and webconference.- Recruiting new partners into the program.- Driving partners to develop their readiness by undertaking the required training investment andassociated Oracle Partner Network certifications / specializations.- Conducting Outbound Marketing Campaigns. Show less

RCE Business Analyst

• Jan 2012 - Aug 2012

- Assisting the Sales Team with information regarding the Oracle FUSION CRM Tool- Providing Customer Data Quality Support for the FUSION CRM migration stakeholders.- Managing Territory and Position administration correspondent to the Sales Team Requests.- Offering support for Opportunity and Forecast requests via Fusion and Siebel.-Attending inbound calls via the AVAYA inbound help desk.

Smart Quote Netherlands

• Nov 2010 - Jan 2012

- Processing SmartQuote requests sent by HP partners in the assigned country in timely manner.- Performing the request validation, routing and approval, according to the EMEA specific region -guidelines.- Informing Sales Representatives and/or other required project members on the requests status.- Reporting on work progress as requested.- Contributing to the successful implementation of new tools.

Credit and Collection Analyst

• Aug 2010 - Nov 2010

- Contacting customers regarding overdue invoices on HP accounts- Maintaining the relationship with the customers and following procedures during the collectionprocess- Reporting to the team leader and manager through weekly reports.- Involving in the customer's dispute with the issued invoice and try to find a way to solve it.- Escalating the problem if it exceeds qualifications.