Ariele Scheffel Email & Phone Number

Dublin, Ireland

• Provide guidance to Account Executives and Account Managers on contract negotiations.
• Process contracts and ensure all documentation complies with revenue and company policies.
• Work with Collections and Legal on contract issues and solve complex billing issues. Provide suggestions and assistance for contract negotiation in order to ensure correct revenue recognition.
• Ensure all approved requests have been properly documented in accordance to Revenue Operation processes, escalated to the appropriate approval level, and resolved within SLA.
• Work independently on assignments, escalations and apply knowledge, skills and judgement to make difficult decisions and resolve issues related to quote, commissions and revenue processing.

County Dublin, Ireland

• Review complex and high-value deals for accuracy, confirming contract terms, pricing, business policies, existing legal agreements/pre-existing terms, promotions and purchase order terms and conditions;
• Communicating order entry and fulfilment issues with Sales and Customer Experience members as required.
• Support the business partners involved in the order and coordinate with Legal, Finance, Sales and Operations management to facilitate deal closure.
• Customer assistance for administrative issues, basic technical issues and triage tasks.
• Work with Salesforce, NetSuite and other tools to manage accounts files and customer records.

Dublin

• Handle Payment escalation including credit & refund request to achieve full resolution.
• Collaborate with partners and vendors to resolve payment issues and process improvements.
• Provide Calibration sessions with vendors for quality control process.
• Perform other QA tasks as assigned by Management.
• Perform “Mystery” (quality check) calls to agents in our call centres for project launches: Android Pay, Google Play & Google Music
• Cross functional collaboration with legal, billing and global teams to meet expectations and delivery deadline.

Dublin

• Managed 35 accounts to ensure a high service level and to keep the database up to date daily.
• Work systematically through technical device troubleshooting advocating for customer.
• Provide weekly and monthly reports on number of incidents and resolution to senior management.
• Coordination of onsite service work between our Engineers and Client managers.
• First point of contact for external partners and customers.
• Using customer advocacy recommend the most suitable Wi-Fi product based on company size.

Dublin

• Provide Phone support related to account recovery: Emphasis on driving high Customer resolution, with close attention to detail, following the existing guidelines and procedures.
• Resourceful use of tools and knowledge base available. Collaboratively sharing feedback through appropriate channels related to tools, processes, or user/product issues.
• Delight users through rapid and safe resolution; educate the customer on ways to avoid authentication issues.
• Achieved 90% CSAT (customer satisfaction).
• Operating as a Backup Quality Analyst.

Bachelor'S Degree, Culinary Arts

Certificate, English Language And Literature, General

Certificate in General English, Test of Interactive English (TIE) Exam Preparation Course