Priyanka Gupta

Roles & Responsibilities: - Pre-sales Support, Proposal & Bid Management, Preparation and Quality Analysis of Quotes & Bids, Liaising & Negotiations with Customers and Sales, Customer Relationship Management, Account Support Management and Project Delivery Engagement, Identify the project scope by analyzing various elements and to determine the viability & cost of the project within the parameters agreed by the client and inputting them into the USM (Unified Service Management) Tool. Perform technical analysis, cost analysis, data collection, quote creation and management of the resources for end-user demand. Coordinating with different stakeholders including Sales, Sales Support, Vendor Management, Procurement, Pricing, Field Services, Logistics, Billing, Implementation and Solution Design to align with customer's business requirements globally. Prepare Quote & Quote status reports by collecting, analyzing, and summarizing information and data, recommending actions. Prepare BOM with help of Cisco Tools (CCW, CCW-R, Connect dots, & SAM) for Hardware Procurement & Maintenance services. Propose methodologies to meet and exceed quality guidelines as well as the timelines in the assigned project. Involved in RFP response (filling), project proposals by understanding, identifying & analyzing the prospects/client requirements along with the Sales and the SA team. Coordinate with Sales Team, Services Architects, Field Services Team and Suppliers to design the response to RFPs/RFIs. Responding to client queries, keep a close track on work in process, customer concerns and accounts receivables. Ensure the resolution of Customer concerns within assigned TAT & promoting relationship with existing clients through proactive, creative, and ongoing client service. Ensure and attain high-level of customer loyalty & build trust and reliability. Preparing of functional review summary comprising off (SLA response, win rate percentage, delay from both NCR & customer) and reviewing it w

Roles & Responsibilities: - Managing B2B and B2C customer for Samsung Technical support Process. Drive Call Quality, Customer Centricity, Service No, Customer Delight and Basic Hygiene over the calls. Calls auditing and Feedback process. Responsible for auditing calls for associates, live call barging, smart audits, delivering essential feedback to associates, dissemination of process/product updates, conduct monthly certification for associates, analysis on customer's feedback data and tagging dump. Handle responsibilities for analyzing hardware and software problems of Samsung audio visual devices and select proper corrective action.