Arlene B.

• SME for Dell System Applications • Change champion for software implementation and overall adoption for Dell. • Works with the Channel Partner (Reseller), and Commercial (End User) Customer for their hardware (Server, Desktops and Laptop) warranty renewals. • POC for Microsoft, Adobe and Symantec software quote requests from Ingram Micro. • Assign vendor quote requests to their corresponding inboxes. • Answers incoming customer calls, e-mails, to fulfill requests for information and resolution of basic/standard issues or sales inputs within the defined SLA. • Completes outbound calls in order to follow-up on questions or concerns • Designated to handle Key Account quote request to action within a limited SLA • Provides quoting information by utilizing such tools as Excel, SAP and Salesforce Systems. • Manages special pricing requests to ensure completion within customer SLA, along with maintaining accuracy • Researches and confirms product availability and pricing to requestor (i.e. customer, Sales Rep, AE, Management) • Provide solutions on software licensing requirement • Directly coordinate with vendor for special tasks done with their quotes • Reviews and verifies the accuracy of the request and completes the transaction accordingly • Researches and provides requested information in a professional and timely fashion. • Escalates advanced issues and transactions to appropriate team member.