Dob : 25/10/1991.
Data Analyst- Sales Operations having 4+ years of experience in Order Processing, Incident management, Salesforce Administration. Having cross functional experience in Order management Salesforce.com Administration, Sales Lifecycle, Quote to Cash and Customer Relationship Management (CRM), Team Management.
●Salesforce Administration/Development certification.
Strong Knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support Development team.
•Excellent people skills with both customers and coworkers.
•Capable of working independently or with a group of people toward a common goal.
•Eloquent in speech in person and over the phone.
•Renewals, Customer Support
•Strong Team Player.
•Proficient in MS Office and SFDC Admin/Development.
•Organized in all paperwork and data entry.
•Efficient in making and returning phone calls or emails in a timely manner.
Sales Operations-Data analyst (May 2017 - June 2018)
VMware India ltd
●Extensive business knowledge and customization experience on various Salesforce standard objects like Accounts, Contracts, Contacts, Opportunities, Products and Price books, Cases, Leads, Campaigns, Forecasting, Reports and Dashboards.
●Salesforce Administration: Experience in Creating Roles, Profiles, Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process.
●Coordinated and transferred knowledge to the offshore team. Experience in creating detailed process documentation and deployment process on issues for Future Follow ups.
●Worked with senior team members to analyze of each product and its competitor, to integrate new product, and optimize existing products.
●Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
●Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service.
●Created Reports and Dashboards as per the customer requirements using Salesforce as well as MS- Excel.
Technical Support Agent - Order Management(Feb 2016 – June 2017)
Amdocs LTD. (AT&T)
Hands on experience in Telecom Sector Order Management. Worked on Order to Activation for AT&T and AT&T Enterprise Customers. Good experience in Production support. Excellent knowledge in Amdocs Billing CRM, Amdocs ticketing tool, Provisioning tools of AT&T.
Process customer orders of products and services by entering orders into the computer system and ensuring that orders are filled correctly and on time.
Stay informed on all company services and products so customer inquiries can be answered correctly.
Set up customers with automatic orders to avoid late missing incomplete or forgotten orders.
Collect customer information including payment options and record for future reference.
Handle customer complaints and questions regarding problems with orders.
Place calls to previous customers who have not placed orders recently to determine if there is something that could be done to regain their business again.
Provide technical support to AT&T clients and customer.
Assign PBX Telephone No, WAN and LAN IP’s.
Daily follow up with AT&T and assembler and tester.
Follow up with the Order Manager for Circuit Test and Turn Up.
Responsible for Order On boarding and throughout Order Production Support
Assign New Telephone No, / Ported TN's / IP's Setup
Check Routers Deliveries / Site Readiness for Circuit Test with LEC or Assembler.
Check order fallout in CRM.
Provided training & refresher K.Ts to both new & old employees on different issue for HALO ordering to give end to end resolutions.
Actively helping team members with multiple types of issues, attending the daily call with site management to provide them daily status of pending tasks.
Helped Team by providing the MNP’s on different hits.
Follow up with the Order Manager for Circuit Test and Turn Up.
Responsible for Order On boarding and throughout Order Production Support.
Transaction Processing Analyst – Database Service and Product Mgmt.
Jul 2013 – Dec 2015
Mphasis Ltd. (Opal) - Service Contract Management Pune,Maharashtra
Hands on experience of Maintaining Database for Opal Services and Product. Excellent knowledge of Oracle ERP - 11i and R12. Worked on Incident Tickets through SFDC CRM.
•To handle P1 Escalations and priorities with 100 % quality.
•Worked on Opal Contract Database of Products and service and make sure customer enables correct product contract services for specific duration.
•To ensure every information about the product delivered to client perfectly.
•To have one to one contact with the direct customer as a part of Opal products and services
•Contact customer via email/web chat for their invoices and service compatibility.
•Make sure every request from customer should have to complete within time to maintain SLA and FTCT, and provide them proper resolution.
•To maintain team productivity with 100% quality.
•To generate invoices for customer's as well Opal Purchased Products.
•To provide ultimate Customer Satisfaction through Sales Force Service Request - Case Resolutions.
•Worked on Incident Management Tickets Resolution.
•To manage queue status and share reports with Manager.
•To pull out all the data about Team Productivity, Untouched Cases, Non - Response, And make sure it should be completed within SLA.
•To make sure all the process related updates properly delivered to the team mates.
Training and Certifications
●Microsoft Office 2016, Techcraft Ltd, 2018
●Salesforce, Mindscript, 2018.
●Completed T100 Sales and Fulfillment Module Training.
●Completed Quality Training - Certified Transaction Monitor.
●Completed Sales and Fulfillment Foundation Course.
●Completed Business Communication Training.
●Completed 18 hours Business Code of Conduct and Business Email Ethics Training.
●Completed CSAT (Customer Satisfaction).
●Oracle EBS 11i/R12
●Order Capture Express/ Dashboard Management
• Awarded with Best Performer for three consecutive business quarters.
• Awarded with 100% quality award.
• Awarded with Extra Miller Award for best in productivity and project handling.
• Awarded with Extra Efforts for Project Handling and Team Management.
BCA from Shivaji University, Kolhapur 2012
Languages Known : Hindi, Marathi, and English
Address : Flat # 3 Krishna Building, karvenagar Pune – 411052 Maharashtra.
Marital Status : Single.
I, Sukrut Dasture, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Sukrut Suryakant Dasture.