Romania
Client-Centric Account Manager / Service Delivery Manager with a proven history of working in the information technology and services industry. Strong consultancy expertise and significant customer facing experience worldwide covering all aspects of business analysis, market research, solution design, added to the seven years as a pre-sales consultant for global technology companies. Had the opportunity to take a career break for a few years to focus on my family, while being involved in volunteering work as an English teacher, sewing instructor and web development.
Responsible for the largest customer in Oracle Advanced Customer Support UK in the Telecom industry, in charge of the escalation management and communication across multiple lines of business both internally and at customers site. Successfully managed to resolve escalations at CEO level and regain customer trust. Managing contract renewal for key customers/contracts.
Single point of contact within Oracle for UK customers, acting as their advocate and ensuring the highest level of operational service delivery. Ensure effective delivery within agreed budgetary constraints as per SLA, responsible for achieving the quarterly revenue forecast for each contract. Successfully managed to deliver several ‘special’ projects and regain customer trust for a couple of key UK customers from healthcare, commercial and insurance markets.
Own the design and launch of the EMEA Technology Presales Centre Infoline for UK presales organizations. Setting up the procedures to assist UK field pre-sales to pre-qualify Oracle Exadata opportunities. The resulting dashboard, workspace and standard documentation library that I build acted as the control centre for 83 projects worth $56M in FY11. Design and facilitate a Structured Thinking course for the Technology team within Presales Centre.
Part of the Regional Professional Service Centre supporting the Central & Eastern Europe countries in enterprise networks and telecommunication technologies. Responsible for solution design, technical concept descriptions, RFI’s and offers preparation, customer workshops and presentations.
Part of the Regional Professional Service Centre supporting the Central & Eastern Europe countries in enterprise networks and telecommunication technologies. Responsible for solution design, technical concept descriptions, RFI’s and offers preparation, customer workshops and presentations.