Nurhanisah Martin

• Handling team of 20 sales support team members (quoting and booking) with 3 SME's for the American Region (North and Latin America).
• Responsible for meeting and maintain all client metrics as per SLA.
• Monitor and work towards reduction of escalations.
• Maintain adequate knowledge levels on products, processes, and systems used.
• Reduced customer churn by proactively addressing concerns and developing tailored solutions that met client needs.
• Delegating workloads to team members and ensuring work was done as expected in a timely manner to ensure overall efficiency and productivity.
• Enhanced customer satisfaction through timely resolution of issues and proactive communication with clients.
• Lead daily team huddle: process update, issues,etc. Weekly and Bi‑weekly call with the Sales Manager and Client.
• Produce and evaluate detailed reports outlining team performance against benchmarks and conduct monthly/half‑yearly/yearly performance conversations.
• Implemented robust reporting systems that provided visibility into team performance and areas for improvement, ultimately driving sales growth and provide feedback and discussion with the Account Manager on Bi‑Weekly/Monthly basis.
• Championed the adoption of new technology tools within the department to streamline communication and enhance overall
  productivity.
• Streamlined order processing report by automating routine tasks, improving accuracy, and reducing turnaround time.
• Collaborated with the clients on the implementation or upgrading to a new system such as CRM 365 upgrade, Migration of LATAM
  region to Salesforce and DSA (Dell System Application). This includes involved in the UAT testing, monitor the project from zero to 100% go live by continuously providing a feedback to ensure it's go live smoothly and on the same time it will not impact the quoting and booking task.

• Enhanced employee performance by developing and implementing comprehensive training programs.
• Weekly/Bi‑Weekly with the Team Lead and
  Account manager to discuss and understand the
  team quality, SLA, or any feedback related to the
  system or processes.
• Spearheaded collaborations with Working
  Captain/SME from different team in designing
  highly effective courses tailored according to
  needs.
• Mentored junior trainers, enhancing their skills and
  increasing team efficiency.
• Collaborated with the project teams on new implemented or upgraded system by client such as Prism and Salesforce implementation.
  • Prism and Salesforce Project:
• 1. Involved in the UAT to identify the defects and
  provide the best resolutions.
  2. Analyzes processes and provides a recommendation on process improvement.
  3. Conducted and provided the training across the team.

Working Captain

• Handling customer complaints and escalation segment.
• Implemented training for new hire staff members related to daily quoting and booking process.
• Assisting Team Leader with day‑to‑day team operations such as workload assignment, daily production and quality report.
• Assisting and providing solutions to team members with their daily questions and issues.
• Perform daily team audits to ensure they maintain good quality.
• Provide quality results to Team Leader on Weekly basis to review.
• Provide Coaching sessions to individuals with high
  error rates.

• Generating sales quotations, using client‑specific database and financial systems such as Oracle, Net suite, CRM, Salesforce, various Cisco quoting tools: Cisco Service Contract Center (CSCC), Cisco Commerce Workspace (CCW), Automatic
  Call Work (ACW).
• Manage daily booking requests in a timely, efficient, and effective manner using database systems such as Oracle, SAP, and ROD.
• Using Excel tools (V lookup, Micro, and Pivot Table) to scrub client renewal and booking report.
• Improved order processing efficiency by maintaining accurate records in CRM systems and tracking customer interactions.
• Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues related to products, services, and orders.
• Assisted customers with sales needs such as inventory and shipping questions. Managed customer accounts, responding to
  inquiries and resolving customer service issues.
• Responsible to achieve the daily target of 26 close cases daily and maintain a good quality rate.

• Coordinate sales team by managing schedules, filing important documents, and communicating relevant information.
• Ensure the adequacy of sales‑related equipment or material.
• Respond to complaints from customers and give after‑sales support when requested.
• Store and sort financial and non‑financial data in electronic form and present reports.
• Handle the processing of all orders with accuracy and timeliness. Inform clients of unforeseen delays or problems