• Customer Service & Success: Consistently surpassed customers’ expectations and regularly earned quarterly 10/10 scores in client surveys at Oracle. Provided pre-and post-sales support to key accounts for many Oracle products, including CRM, database, Oracle Cloud, E-Business Suite, and PeopleSoft.• Key Account Development: Worked as the go-to person for major Oracle clients, including Apple, Google, Facebook, Wells Fargo, Bank of America, Walmart, Target, and others. Played key part in building business by analyzing needs, up-selling products, providing training, and resolving issues. • Problem Resolution: Created and resolved the highest number of service requests. Proactively reduced issues by testing products. Helped save 2–3 person hours per week for >300 Oracle support staff by streamlining diagnostics processes. • Analytics: Regularly examined key accounts’ product adoption, usage, licenses, pain points, and wish lists. Suggested new products and bundles, provided feedback to development teams for future products, and created enhancement requests. • Communication: Presented Oracle products to many clients’ executives. Gave customer training sessions on the use of enterprise software, and trained internal support engineers. Leveraged travel in the UK, Europe, India, and Southeast Asia to build relationships with customers from many cultures. Coordinated locations in the U.S., EMEA, China, Japan, and India. Customer Support • Key Account Development • Pre-Sales • Post-Sales • Technical SupportEnterprise Software • SaaS • Cloud Solutions • CRM Software • E-business • Financial Software • HR SoftwareBusiness Development • Problem Solving • Cross-selling • Customer Training
Listed skills include Cloud Computing, Enterprise Software, Integration, Crm, and 6 others.
