Marshuka Hasan

Service Operations Specialist

Softchoice

06.2021 - Current

Successfully quoted Cisco Smartnet and Keystone using Cisco's Quoting Tool (CCW-R), ensuring precision and attention to detail.
Apply meticulous practices to create, submit, and confirm contracts and orders for Cisco services, now poised to bring this expertise to Microsoft licensing operations.
Proficiently resolve issues related to quoting & orders. Comfortable using various tools i.e. CCW-R, internal quoting tool, Service NOW, Salesforce & SAP.
Assist sales teams by addressing questions or issues showcasing excellent communication skills. Work closely with various teams such as Renewal Specialists, Customer Success Managers & Customer Services Advisor.
Demonstrate stakeholder management skills through proactive communication on the status of contracts, quotes, and orders.
Upload and update asset/contract data in Service Now, demonstrating proficiency in data management.
Validate Contract data in Service Now against data in CCW-R, showcasing an ability to reconcile information accurately.
Manage and assign tasks using Salesforce and Service NOW for three teams.
Trained existing team members when Service NOW was launched. Created detailed job aids for current & future team members along with ongoing comprehensive training.
Worked on projects outside my role, such as testing new updates for Service NOW and writing test scripts.
Foster an environment of continuous improvement by identifying workflow issues impacting customer support specifically in Service NOW, a quality transferrable to the new role.
Stay current with Cisco products and services, as well as Service NOW updates showcasing a commitment to remaining informed about changes.