Sarina Rai

Account Manager at Oracle India Pvt Ltd

Summary
Professional Summary:

Work as Account Executive driven to obtain new customers quickly and effectively. Motivated to generate and
increase sales while developing top notch customer service.

Areas of Expertise:
Sales Performer in FY11, FY12 & FY13 (companys fiscal).
Specialize in Asia Pacific markets.
Flexible Schedule.
Strong sales closer.
Excellent Time management
Account Retention.
Partner management.
Customer Service
Customer and Client education
Project management
Project presentation
Managing and mentoring team members.

Experience
Account Manager in Asia Pacific Region at Oracle
June 2010 - Present (6 years 8 months)
Responsibilities:

Responsible for support sales in assigned geographic account base territory to achieve assigned sales target
directly with the customers or via partners of particular region.

Correctly identifying customer requirements and need for support services for Hardware (SUN) & Oracle
software for APAC region.

Right from pricing & quoting the support fees, getting the renewal confirmation (purchase order) and
logging them in the system and following up for the payment of the invoice.

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 Educating customers on e-business practices and any associated contractual.

Accurately forecasting business targets and opportunities in territory.

Promptly handling and solving customer objections and complaints.

Identifying new business opportunities by creating and implementing territory campaigns with management
assistance.

Providing high quality customer service to sustain customer base and acquire new business. Achieved
maximum client retention rate.

Contacting potential customers via telephone/email. Identifying customer needs and wants and react aptly.

Involved in providing on the job training to new employees on proper sales technique, management of
customer service interaction and the internal management system.

Worked on few projects to revive the cancelled base and on getting new business

Technical Support Expert at Dell International Services India Pvt Ltd

November 2007 - June 2010 (2 years 8 months)
- Up selling the third party software and renewing the Dell service contracts upon expiration.

- Selling the Dell on Call support contracts and single incidents and consequently provide the required
support, while attaining high resolve rates and minimize returns.

- Recommend hardware and software solutions and upgrades like ram, drive, camera, printer, etc.

- Did up-selling of new products and services to customers and did documentation on all accounts.

- Renewing Dell service contracts and selling the software and achieved the sales target set by the
management.

- Doing a supervision call to the customers on unresolved issues.

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 - Taking payments and setting up payment arrangement for the customers who were unable to make to make
the payments on their account.

- Remotely accessing the desktops and providing assistance over the phone to ensure that the software is
installed properly and the user is able to launch and

login to the newly installed software.

- Instrumental in increasing customer experience scores for the team through extensive follow-ups and special
case handling on a day to day basis .

- Escalating open troubled tickets to the senior level for research and resolution and tracking the issue till the
end.

- Maintain logs of problems and creating a ticket and follow through resolution and close it when completed.

- Able to handle responsibility and consistently meet the deadlines.

- Providing technical support of dell products including desktops, printer and laptop.

- Installed, modified, cleaned and repaired computer hardware and software.

- Diagnosed, repaired computers and all related peripherals.

- Responsible for receiving and logging client calls and determine a diagnosis of the problem.

- Ensuring ongoing client, technical support and satisfaction.

- Utilize on-line utilities and databases for providing support to clients with problems or service requests.

Senior Customer Care Executive at American Express

October 2006 - November 2007 (1 year 2 months)
Trouble shooting the browser related issues.
Assisting the card members to login to their account.
Helping the card members navigating through the website.
Taking payments over the phone and setting up of the payment arrangement.
Managing the team of 10 people in the absence of the team manager.
Reset user passwords as necessary and when requested by user then communicates changes promptly to
user.

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 Process all incoming support requests (phone, e-mail, and tickets)
Managing and break scheduling for the team of 10 people in the absence of the team manager.

Business Associate at Vertex India

January 2006 - October 2006 (10 months)
Receiving inbound calls from customers for phone bill and payment related issues.
Setting up the payment arrangements for the customers who couldnt afford to pay.
Investigating non-payers and negotiating with them for the payment.
Had to promote various add on products to the customers to meet personal sales target.
Making reports for the teams talk time and ideal time.
Keeping a track of break timings for the team members and maintain the leave records.
Managing floor support and escalations for the team.
Mentoring the new hires.
Logging Leave request for the team.

Honors and Awards

Certificate of Sales excellence
Director
January 2011

Languages
English
Hindi

Skills & Expertise

Call Centers
Technical Support
Team Management
Solution Selling
Key Account Management
Lead Generation
Business Development
CRM
Pre-sales
Account Management
Channel Partners
Management
Leadership
Partner Management
Sales
Customer Service

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Sales Operations
Selling
Customer Retention
New Business Development
Negotiation
Direct Sales

Education
St Joseph's College
BSc, Zoology, 2003 - 2005
Loreto Convent
ICSE, 1999 - 2000

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Sarina Rai
Account Manager at Oracle India Pvt Ltd

Contact Sarina on LinkedIn

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