Samvel Ovakimyan Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

• Involved in testing and launch of new processing for Enterprise programs (EA/EAS/SCE) particular focus on, Multi-Tenant Orders, Online Terminations, Credits & Rebills, Price List orders, Manual Order Forms, Change of Chanel Partners and Software Advisors Participant Information.• Senior Mentor for projects such as MILO to insure Compliance in relation to late Microsoft Orders which involves the management of multiple agents to meet the stated deadlines with representation of daily and… Show more • Involved in testing and launch of new processing for Enterprise programs (EA/EAS/SCE) particular focus on, Multi-Tenant Orders, Online Terminations, Credits & Rebills, Price List orders, Manual Order Forms, Change of Chanel Partners and Software Advisors Participant Information.• Senior Mentor for projects such as MILO to insure Compliance in relation to late Microsoft Orders which involves the management of multiple agents to meet the stated deadlines with representation of daily and monthly reports to higher management.• Sensitive Data Analysis with high quality troubleshooting skills and process improvement initiative.• Problem solving experience in a customer facing environment, Excellent communication skills. Focus on quality and customer satisfaction.• Good knowledge of MS Office tools, including advanced EXCEL skills, Pivot tables, PowerPoint, and Microsoft Word.• Experience in planning, prioritization, and Project Organization Skills. Ability to work under pressure with given deadlines.• Ability to learn and adapt to updated and new internal computer systems and processes.• Experience in delivering training in a group and individually.• Learn new areas for possible future improvements and Error Resolution initiatives.• Review Agreements and Orders for Enterprise programs (EA/EAS/SCE) to ensure all legal requirements are covered and that all documentation is completed correctly. Processing Orders, Special Deals and Credit Requests within a suite of internal tools (EmpGuide, VLCM, MOPET, PowerBI, explore.ms, SAP).• Maintaining the highest level of Customer Service with international Clients to ensure that the Service Level Agreement is followed accordingly with all Partners, Subsidiaries and Operations Account Managers.• Suggesting more efficient ways of processing work.• Escalating to management dispute information to a high degree of quality as required in accordance with escalation policy. Show less

County Dublin, Ireland

Leopardstown

• Involved during testing and implementation phase of new CRM software for internal use.• Responsible managing high amounts of contractual information, entering and coordinating agreements, orders, pricing and letters within the time guidelines.• Maintain appropriate SOX process and control documentation, ensuring execution of internal controls and assisting in the coordination of SOX control.• Liaising across departments to ensure fast resolution to customer requests. (Ops. Program… Show more • Involved during testing and implementation phase of new CRM software for internal use.• Responsible managing high amounts of contractual information, entering and coordinating agreements, orders, pricing and letters within the time guidelines.• Maintain appropriate SOX process and control documentation, ensuring execution of internal controls and assisting in the coordination of SOX control.• Liaising across departments to ensure fast resolution to customer requests. (Ops. Program Managers, Pricing Teams, Financial Teams, Business Desk, Subsidiaries)• Keeping accurate records of quality and identified errors.• Responsible for maintaining strict service levels (SLAs) with client activities.• Providing regular updates to customers on progress of their request via email.• Responsible for keeping accurate records of business activities within the company’s internal CRM system.• Ensuring that all transactions adhere to internal revenue recognition policies and operational guidelines• Providing efficient resolution to high level of customer queries. Show less

Dublin, County Dublin, Ireland

• Responsible for the management of Agreements/Orders• Analysing, investigating and resolving Queries• Completing all administration required, as well as meeting and exceeding SLA metrics• Assist Team Manager with required reporting and presentations• Responsible for identifying any productivity and quality improvement measures and flagging to OPM/Team Leader as soon as possible• Accountable for efficiency/measurement of team quality (BPO Report/Escalations) and to act on… Show more • Responsible for the management of Agreements/Orders• Analysing, investigating and resolving Queries• Completing all administration required, as well as meeting and exceeding SLA metrics• Assist Team Manager with required reporting and presentations• Responsible for identifying any productivity and quality improvement measures and flagging to OPM/Team Leader as soon as possible• Accountable for efficiency/measurement of team quality (BPO Report/Escalations) and to act on these findings with more training/highlighting concern to OPM• Help motivate team to ensure maximum output of work and service through effective management.• Maximize the Customer Experience – high level of attention to detail. Work with OPM to drive down errors among team• Handle all queries as efficiently and effectively as possible• Handle any mini projects/workload on Program delegated by OPM and in turn problem solve/action in a quick turnaround time• Responsible for attending all necessary meetings and completing assigned action items when applicable.• Serve as a helpful point of contact for new hires in regard to issue’s/training• To resolve issues and suggest more efficient ways for processing work• Responsible for distributing the workflow to the rest of the team members. • Holding meetings or calls with Arvato and Microsoft stakeholders on both local and global level Show less