Sofia, Sofia City, Bulgaria
Answering queries from users using EDB Online Banking Portal
- Provide operational and customer support for Cisco’s global software licensing processes under IBM’s operations framework. - Manage end-to-end license operations including entitlement validation, order processing, renewals, and issue resolution. - Act as primary contact for internal teams, partners, and clients to ensure timely and accurate license delivery. - Maintain data accuracy in CRM/ERP systems, ensuring compliance with corporate policies and audit requirements. - Collaborate cross-functionally with Sales, Renewals, and IT teams to improve workflow efficiency and customer satisfaction. - Contribute to process optimization initiatives that enhance turnaround time and operational quality. - Demonstrate strong analytical, communication, and problem-solving skills in a fast-paced global environment.
- Handled 80+ daily customer inquiries via phone, email, and chat with a 95% satisfaction rate. - Processed roadside assistance and membership requests quickly and accurately. - Collaborated with teams to reduce response times by 20% and improve service quality. - Recognized for clear communication, empathy, and high first-contact resolution.