Andrew Dunne Email and Phone Number

-Support a region of Account Executives including but not limited to deal structure questions & ensuring SOX compliance requirements are met-Partner with internal support functions on large & complex deals-Determine appropriate bookings & forecast for large & complex deals-Collaborate with the different SFDC business units on influencing deal structure as well as manage timelines and deliverables for contracts and proposals.-Ensure cases are processed within Sales Operation… Show more -Support a region of Account Executives including but not limited to deal structure questions & ensuring SOX compliance requirements are met-Partner with internal support functions on large & complex deals-Determine appropriate bookings & forecast for large & complex deals-Collaborate with the different SFDC business units on influencing deal structure as well as manage timelines and deliverables for contracts and proposals.-Ensure cases are processed within Sales Operation internal rules and resolved within SLA-Provide Solutions and alternatives whilst ensuring that contract and proposal processes follow internal and external guidelines.-Determine appropriate Credit Memo and Revenue impacts on deal restructure. Show less

- Advisor/ POC to team of 40+ Analysts. - Managing and regularly reviewing the quality of Risk escalations & following-up on open tickets submitted by multiple teams- Reviewing issue details and analysing, determining, and resolving issues for internal/ external stakeholders - Advisor/POC to QA team to maintain smooth process between QA and production.- Consistently contributing to policy updates through weekly client meetings- Providing feedback on trends identified while… Show more - Advisor/ POC to team of 40+ Analysts. - Managing and regularly reviewing the quality of Risk escalations & following-up on open tickets submitted by multiple teams- Reviewing issue details and analysing, determining, and resolving issues for internal/ external stakeholders - Advisor/POC to QA team to maintain smooth process between QA and production.- Consistently contributing to policy updates through weekly client meetings- Providing feedback on trends identified while reviewing cases and actively proposing ways to improve multiple processes - Diagnosing and solving problems facing multiple clients and providing reports regarding various issues and their impact- Spearheading Ad-hoc projects - Exercising expertise in internal tools & processes and coaching analysts on these whenever needed- Providing support and cover for team leads and trainers to help the team keep an organized structure Show less

- Leading a sub-team of analysts, providing them with direction and guidance.- Manage workflow assignment, distribution and reporting- Manage multiple complex projects that require high level of capabilities.- POC for complex queries and escalations.- Regularly syncing with management team in relation to process improvements.- Customer screening and online investigation to locate and decrease potential risks of money laundering.- Provide training for the Payment… Show more - Leading a sub-team of analysts, providing them with direction and guidance.- Manage workflow assignment, distribution and reporting- Manage multiple complex projects that require high level of capabilities.- POC for complex queries and escalations.- Regularly syncing with management team in relation to process improvements.- Customer screening and online investigation to locate and decrease potential risks of money laundering.- Provide training for the Payment Compliance team. - Investigate cases and acquire information to determine legitimacy of customer behavior across multiple products.- Ensure that all responsibilities occur in accordance with the service level agreement. - Conducting interviews Show less

- Reviews and monitors transactions and activities to determine whether potential suspicious activity exists- Analyzes customer relationships, documentation, activity patterns and transactions to detect potential suspicious activity through the monitoring systems to identify potential regulatory or terms of service violations by customers- Specifically when items have been identified to potentially be outside of expected norms, the Analyst will escalate to management cases requiring… Show more - Reviews and monitors transactions and activities to determine whether potential suspicious activity exists- Analyzes customer relationships, documentation, activity patterns and transactions to detect potential suspicious activity through the monitoring systems to identify potential regulatory or terms of service violations by customers- Specifically when items have been identified to potentially be outside of expected norms, the Analyst will escalate to management cases requiring further investigation- Ensures all work is performed in accordance with SLAs and metrics- Maintains good information security practices Show less

- Ensure all cases are responded to promptly within company and client SLA's- Development and implementation of procedures and processes to ensure the smooth running of the team- Handling client escalations in a professional manner- Daily/weekly report generation and management- Performance monitoring and ensuring set SLA's are adhered to at all times- Weekly report meetings with the Customer Services Manager- Effectively manage and coach the team- Monitor and… Show more - Ensure all cases are responded to promptly within company and client SLA's- Development and implementation of procedures and processes to ensure the smooth running of the team- Handling client escalations in a professional manner- Daily/weekly report generation and management- Performance monitoring and ensuring set SLA's are adhered to at all times- Weekly report meetings with the Customer Services Manager- Effectively manage and coach the team- Monitor and oversee team KPI's/ performance for the team on a weekly and monthly basis- Provide mentoring and coaching to the team- Set clear goal and targets for the team; overseeing individual targets and overall performance- Ad Hoc project work as required Show less

- Responsible for executing Agreements/Orders/Letters analyzing and investigating and resolving queries, and completing all administration required meeting and exceeding SLA metrics.- Ensuring that all necessary work is prioritized when requested by BPO/BPS/SUB/CAS/Customer.- Responsible for identifying any systems issues and flagging to BPS/Team Leader as soon as possible.- Work closely with appropriate resources/BPO/MS Management within the Programs to continuously meet and exceed… Show more - Responsible for executing Agreements/Orders/Letters analyzing and investigating and resolving queries, and completing all administration required meeting and exceeding SLA metrics.- Ensuring that all necessary work is prioritized when requested by BPO/BPS/SUB/CAS/Customer.- Responsible for identifying any systems issues and flagging to BPS/Team Leader as soon as possible.- Work closely with appropriate resources/BPO/MS Management within the Programs to continuously meet and exceed customer needs. Suggest more efficient ways for processing of work; learn new areas for possible future ownership.- Accountable for efficiency/measurement of team quality (BPO Report/Escalations) and to act on these findings with more training/highlighting concern to BPS.- Help motivate team to ensure maximum output of work and services through effective management of queues and delegation of daily operations. Optimum level of processing should always be working within 24 hours of Contracts/Orders/Letters being received in EOC. If not feasible, flag this to BPS with reasons why and set new expectations.- Specified Point of Contact for Microsoft’s Benelux Subsidiaries resolving queries and questions about the Enterprise Agreements Program.- Serve as a point of contact for customer care ensuring that complex questions from MS subsidiaries and channel partners on the Enterprise Program are resolved in a timely manner. Show less

- Maintain strict service levels with client activities and audit the validation and data entry of contractual information.- Review Agreements & Orders to ensure all legal requirements are met & documentation is complete- Possess & enforce an expert level of understanding current revenue recognition guidelines as established by Finance & compliant with Sox procedure- Analyse and investigate of queries related to specific Microsoft Business Programs, Orders and Contracts.- Extra… Show more - Maintain strict service levels with client activities and audit the validation and data entry of contractual information.- Review Agreements & Orders to ensure all legal requirements are met & documentation is complete- Possess & enforce an expert level of understanding current revenue recognition guidelines as established by Finance & compliant with Sox procedure- Analyse and investigate of queries related to specific Microsoft Business Programs, Orders and Contracts.- Extra tasks (includes training new joiners) Show less

- Be involved in stock control and management.- Responsible for processing cash, refund and card payments.- Reporting discrepancies and problems to the supervisor.- Keeping the store tidy and clean, this includes hovering and mopping.- Responsible dealing with customer complaints.- Working within established guidelines, particularly with brands.- Responsible for security within the store and being on the lookout for shoplifters and fraudulent credit cards etc.-… Show more - Be involved in stock control and management.- Responsible for processing cash, refund and card payments.- Reporting discrepancies and problems to the supervisor.- Keeping the store tidy and clean, this includes hovering and mopping.- Responsible dealing with customer complaints.- Working within established guidelines, particularly with brands.- Responsible for security within the store and being on the lookout for shoplifters and fraudulent credit cards etc.- Keeping up to date with special promotions and putting up displays. Show less

- Responsible for ensuring that stock was dealt with in a safe and efficient manner and delivered sufficiently out to the customer’s cars.- Dealing in a effectively communication with customers and supervised deliveries.- Being ultimately promoted to oversee the training of new team members. - Should have a confident manner.- Possess a comprehensive understanding of your area of sales i.e. retail, Fast Moving Consumer Goods, sports equipment etc.- Vital part of a sales… Show more - Responsible for ensuring that stock was dealt with in a safe and efficient manner and delivered sufficiently out to the customer’s cars.- Dealing in a effectively communication with customers and supervised deliveries.- Being ultimately promoted to oversee the training of new team members. - Should have a confident manner.- Possess a comprehensive understanding of your area of sales i.e. retail, Fast Moving Consumer Goods, sports equipment etc.- Vital part of a sales team.- Knowledge of inventory techniques.- Should be of a smart appearance and articulate. Show less