Sales Customer Service

BARBARA J DAVENPORT

**** ********* ******* ** ******* NC 27610

919-***-**** *************@*****.***

OBJECTIVE

Administer an utmost profound work ethic while maintaining professionalism and excellence. EXPERIENCE

Avaya

Aug 2017 - July 2019

Inside Sales and Renewals Manager

Worked closely with the sales field and channel business partners on both new and existing customers and contracts in which extraction of inventory and software information was retrieved through working in the SAP and Salesforce databases. Responsible for new or modified service offers, pricing, solutions to a diverse range of complex problems. Proactively contacted 100 customers weekly with expiring contracts to generate renewal quotes or proceed to do an upsell of Cloud if applicable. Answer and communicate with regional and national Sales leaders on revenue performance on a weekly bases along with establish metrics to exceed quarterly and annual metric goals.

Cisco

May 2017 - Aug 2017

Licensing Support Specialist

Effectively resolved escalation issues utilizing Cisco Software knowledge decreasing escalations by 75%. Process in Salesforce of existing GLO (Global Licensing Organization) license cases. Researched on customer Install Base for software licensing purchases, research on customer service entitlement, update on order status. Escalation to delivery team, replacement PIDS when upgrades are performed and assistance on PID swap (MACD) for upgrades. Collaborated effectively with Brand Protection team to validate products and services entitlements for 1.5 million clients globally while working on software reconciliation and entitlement processes and procedures through Salesforce as well. Dimension Data

Aug 2009 - Feb 2017

Global Services Renewal Specialist

Contract renewals for accounts that are based globally as well as US. Responsible for preparation of quotes using the Cisco system quoting tool for new and existing Smartnet services contracts as well as up selling and preparation of special pricing proposals. Managed customers install base and asset management on a daily bases on hardware and software inventory. Monitored incoming calls and emails queue and answering all maintenance services requests for service and billing questions. Worked with counterparts also to get prepared quotes from other vendors such as HP, F5, Techdata, Riverbed, Bluecoat and a host of others. Effectively plan, negotiate and prepare all special pricing proposals for RFP's and RFQ's. Worked closely with sales and customer to manage customers install base, working with leasing companies, vendor procurement, cost negotiations and solving any billing issues with Accounts Receivable and Accounts Payable peers while maintaining 80 percentile for overall quarterly quota. IBM

Aug 2000 - June 2009

Customer Fulfillment Rep

Operations management for the Services sector. Prepared and presented technical proposals for the clients in the Northern sector. Profit performance management that included quality assurance, business controls and procedures. Worked with clients to analyze computing and network needs per installed solutions within each organization budget. Measured on revenue profit, customer satisfaction and satisfactory audits. Responsible for bringing in revenue of $3M to $9M annually while maintaining an overall quota of 80 percentile per quarter as required.

EDUCATION

ECPI

Office Technology

Blackville Hilda

General

SKILLS

Powerpoint Salesforce Microsoft Excel Microsoft Word

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