Siti Noorbaizura Normala

Currently involved in the Omnissa Project, supporting business operations and customer experience initiatives while collaborating with cross-functional teams to deliver efficient solutions.

• Responding to internal and external customer inquiries, providing a speedy and thorough resolution to customer issues and problems. • Providing excellent sales services to ensure that clients have an in-depth understanding of the products and services available. • Collaborating with the sales teams in business exploration and marketing campaigns; providing support in complex sales activities and follow-ups. • Analysing client business requirements and future plans; delivering resolutions to meet inquiries. • Maintain quote documentation with accurate pricing and configurations • Prepare quotes for contract renewals • Ensure the integrity of client information is maintained in the database systems • Manage Excel (can perform basic functions) • Perform bookings (Purchase Order processing) and booking reconciliation • Grow skill and expertise to perform quality assurance and begin to identify areas for improvement • Focus on customer needs and communicate with Senior Sales Support staff and management. • Handle medium to high priority escalation items, while escalating most complex items to management for review and consideration • Maintain Knowledge Base Tools, including a CRM • Identify and call out operational risks to management for review and consideration • Participate in KMIP (Know, Measure, Improve, Perfect) methodology in daily activities, as relevant to role.

• Being a Super User (SME) for client quoting tool in order to assist and troubleshot any issue regarding internal system for a size of 7 team members; • Handling disputed queries from Client (Sales Team) with regards to the renewal quotes; • Continuous communication and coordination with sales team in the event of a high request or to manage a queue management; • Creating, updating and maintaining the content of EMEA’s Standard Operating Procedure (SOP) to makes it easy to find out what policies and procedures are in place to handle repetitive situations/tasks. • Managing and assigning daily requests to the team members, ensure all prerequisite datelines and specific requirements are met. • Working closely with Global Trainer to report any misfunctioning of knowledge base and to gain input on handling day-to-day task; • Extract weekly report for aging proactive requests, send reminder to team and continuously monitor the progress on daily basis. • Involve in quality assurance of quotation build by team members prior release to the client’s partner and end user to drive continuous quality and productivity improvements.

• Generating sales quotations for customers, using dedicated sales database systems • Ensure the integrity of client information maintained in the database systems Generating reports for internal use by mining information from various computer packages • Checking the data integrity of purchase orders and invoices • Dealing with external and internal queries in a professional, clients orientated manner. • Checking the data integrity of purchase orders and invoices. • Evaluates and adheres to productivity targets set at both individual and team levels. • Effectively prioritization of tasks and proper time management within team. • Assist team manager in driving process standardization in addition to defining QA checklist and developing related operational documentation.

• Work closely with the operational and services team (from business partner IBM) to ensure that all report submitted by business partner are accurate to ensure & confirm their payment & rebates; • Utilizing a collection of tools to automate the collection, reconciliation, analysis, reporting and management of sales out data from BP transactions; • Managing report for sell in and sell out from business partner system tools in order to identify any leftover transaction that has not been sorted out; • Troubleshoot any issues on each machine by doing analysis based-off part number; • Doing Inventory management/tracking for Improvement in payment timeliness to standardize process • Coordinate communications with sales team (inside sales rep) to resolve customer disputes and problems; • Respond to sales team (inside sales rep) queries and ensure satisfaction with IBM fulfillment practices.

We train and educate with knowledge and skills in managing information. It involves analysing, designing, developing, and managing various types of information systems for identifying, acquiring, organizing, storing, and retrieving as well as disseminating information for users' strategic and competitive purposes.