• Working closely with the Business/ Sales Operations team and internal functional departments across SOTI to understand and document the core business processes• Taking ownership of end-to-end process coordination and all aspects related to repeatable Business/ Sales Operations activities• Creating process documentation including data sources, impacted internal resources, and relateddocumentation• Supporting the creation of training materials and onboarding resources for sales and marketingfunctions across core Business/ Sales Operations processes and policies• Participating in developing and tracking project plans for regular monthly, quarterly, orannual initiatives• Supporting the coordination of Business/ Sales Operations projects, documenting key activities and milestones for follow-up and action with stakeholders• Coordinating sales process improvements and Salesforce project list with internal teams to validatebusiness requirements along with managing RACI across impacted teams and deployment schedules

• Developed branding strategies and executed campaigns across media (TV, Radio, Print, Outdoor, Social, and Digital)• Developed and presented media recommendations based on campaign briefs• Generated campaign reports using pre-and post-performance metrics• Created weekly health check reports and provided observations based on results• Coordinated with the creative team and vendors for the trafficking of assets• Utilized syndicated research to help analyze the competitive landscape• Studied demographic data and consumer profiles to identify desired target audiences for specific media vehicles, including lifestyles and psychographics

• Trained more than 100 representatives on in-house procedures • Identified key performance indicators in call drivers and guided team members on refining procedures to improve outcomes, leading to satisfied customers• Coordinated with managers and supervisors to provide one-on-one support for 20 team members in improving the customer satisfaction index levels

• Assessed customer needs and upsold products and services to maximize sales• Assisted approx. 50 customers each day with product, order & billing questions • Educated customers on company offerings and documented conversations with customers • Answered customer questions and addressed concerns, resulting in a 15% reduction in escalation calls

• Generated new business opportunities for the Public Policy team• Created and maintained the Knowledge Management System for the team• Prepared the proposal response while working with key internal stakeholders • Identified themes and areas of expertise which best fit the team• Contributed to RFP response requirements, ensured proposal compliance, and acted as the primary interface for RFP response efforts• Provided commercial and business intelligence support• Reported on commercial metrics for proposals and client engagements• Salesforce administration including updating dashboards, running sales reports, opportunity closing, and pipeline maintenance• Weekly tracker review and reconciliation with Global Commercial Director• Research and intelligence gathering to support identification, qualification, and outreach activities

• SPOC (Single Point of Contact) for all client-based interactions• Provided day-to-day project management and research support • Developed and maintained productive relationships through client and vendor management• Created milestones-based project plans for successful tracking and execution• Developed strategies with Senior Management for market penetration• Provided Project Execution/ Delivery support on various client-facing projects• Responsible for Brand Building, Project Support, and Process Mapping• Provided on-the-job training to team members while fostering an innovative and team-oriented work environment

• Client Management• Preparing and updating project plans for effective tracking• Preparation of detailed project reports which included the basis for setting up of a Shared Service Center for the CFO and CEO• Build, maintain and leverage strong relationships with Business Decision Makers• Part of the core team responsible for setting up the Shared Services Conclave• Responsible for the Social Media channels