SUMMARY:

• A conscientious and organized individual with varied commercial experience of data analysis and presentation across CRM case management in IT and sales support operational function in sales (retail and wholesale) in Import & Export industry. I also have strong service administration and account management skills. As a dedicated Customer Service/Data and software Support Administrator,
• I am motivated to ensure the teams I support maintain customer satisfaction and I take pride in providing the information that contributes to company success. I have a proven ability to establish rapport with clients, resolve issues quickly. Professional and friendly with clients and colleagues alike, I am also very flexible, optimistic with a can - do attitude and capable of working under pressure.
• Deep process on administration and procurement experience, including Import /Export administration, logistics and IT.
• Experiences in Microsoft and Adobe Licensing knowledge base/module EA portal, Software Asset Management and ITAM frameworks and SCCM Tools, SQL, Access database.
• Computer literate across several business applications such as Office 365, Dynamics 365 CE- Sales, Marketing & Service, SharePoint, Azure DevOps, Virtualisation Tool - Power BI, Tableau and Inhouse Ticketing Software.
• Management experience in working to assist and develop team members with customer services skills.

PROFESSIONAL EXPERIENCE:

Confidential

Software Administrator

Responsibilities:

• Verifying requirements of software request to meet KPIs and keep customers updated in line with best practice.
• Maintains and monitoring the Software Asset Management database/software Lifecycle, ensuring it is continually reviewed and up to date in line with software procurement, contract status and that software licensing keys are securely stored.
• Undertake procurement of software in line with internal procurement policies. Raise requisition orders, issue purchase orders, check against goods received and update within cooperated Finance System.
• Maintaining the list of Domain Names and ensuring renewal as required.
• Maintain SAM Intranet page with updates of Approvers and Contact details and SAM SharePoint site and records and Software Media Library and ensure it is continually validated for the purposes of business continuity.
• Proactively managing software licensing to ensure cost effective usage using appropriate tools, rationalising software installed, Licensing normalisation process, harvesting and re-deploying unused or under used licences and truing up gaps in licence provision and compliance.
• Assisting the Productivity and Collaboration Service Owner, in the continual improvement of how the organisation uses the Office 365 collaboration suite of products and keeps up to date on the Office 365 roadmap to understand all new features and functionality being made available.
• Develop an effective knowledge of software requirements, through the continual engagement with customers and the business owner. Also promoted awareness of regulatory/licensing compliance matters, providing advice to management as appropriate during procurement and renewal of software. Including generation of papers and business cases.

Sales Operations Administrator

Confidential

Responsibilities:

• Data input on products and pricelist, ensuring data quality in CRM (Dynamics 365) are accurate.
• Managed and implemented on data visualisation report/dashboard, products/pricelists to various Business Unit across the business group.
• Assisted on going Internal CRM development Project on sales operational process modules and policies.
• Liaised with developer and technical support team. Tested on application within test environment and feedbacked on each development stage to the Project manager and SLA agreed to release the new features.
• Worked with Internal stakeholders (Subsidiary) to capture and define business requirements for further enhance of CRM Group System on new feature training portal.
• Liaised with various departments - Marketing, Sales and Business Development, HR, Finance and Service Delivery Teams on related issues.

CRM Dynamics 365 Administrator

Confidential

Responsibilities:

• Produced data analytics quarterly report to Stakeholders related on high-priority campaigns and enterprise initiatives include CRM development - process reengineering, customer service improvement.
• Produced MI, QA and industry statistic Monthly reports to Support Services/ Health & Wellbeing Team/
• Carried out CRM in-house training (Dynamics 365) to new starters (1-1) as required and conducted QA call.
• Assisted on development of CRM customization/testing (form/workflow), collaborated with 3rd party support team.
• Owned GDPR Policy Project related to CRM Functionality, SharePoint site & Power BI applications.
• Ad hoc support activities on data supporting across the organisation (Health & Wellbeing, Business development and Marketing).
• Monitored and assigned software licenses and usage on manging the software saving cost, produced billing information cost/budget to finance and procurement team.

Help Line Advisor

Confidential

Responsibilities:

• Advisors who play an integral part in the Charity delivering consistent, high quality information and support for people and their dependents working exclusively in the motor industry with financial, mental, social and physical problems. Appraising the situation of our callers and referring them to the appropriate case worker or client support advisor.
• Researching and contributing to the implementation of Help Line Best Practice and provided data support to the wider Teams.