Open to opportunities

Jijo Abraham

@jijoabraham1

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Detail-oriented escalation analyst with expertise in deal management.

India

Message

What I'm looking for

I am looking for a role that challenges me and allows for professional growth, ideally in a collaborative environment focused on process improvement and customer satisfaction.

I am an experienced escalation analyst currently working at Infoblox, where I manage complex deal desk requests and ensure compliance with company policies. My role involves liaising with various departments to resolve pricing anomalies and contract disputes, which has honed my analytical and problem-solving skills. I take pride in my ability to track and resolve licensing issues, ensuring minimal disruption to business operations.

Previously, I worked as a Deal Management Analyst at VMware Software India Pvt Ltd, where I supported the sales team by managing deal processes and pricing strategies. My experience at Cognizant Technology Solutions further solidified my expertise in deal desk operations, where I handled escalations and collaborated with cross-functional teams to streamline processes. I am passionate about improving operational efficiency and delivering exceptional customer service.

Experience

Work history, roles, and key accomplishments

Current

Escalation Analyst

Current

Infoblox

Jul 2024 - Present (1 year)

Reviewed escalated deal desk requests, ensuring compliance with company policies and contract terms. Managed the end-to-end lifecycle of escalated renewal cases, minimizing business disruption. Owned the process of resolving technical faults with previously booked products requiring replacement.

Deal Desk Renewals Licensing Product Replacement Technical Support Documentation Reporting Troubleshooting Customer Service

Deal Management Analyst

VMware Software India Pvt Ltd

Jan 2022 - Present (3 years 6 months)

Managed day-to-day activities to provide first-line deal support to the Sales team, reviewing all types of deals for legal agreements and special pricing. Supported sales in adjusting prices, discounts, and maintaining the pricing database, coordinating the overall proposal until deal booking. Analyzed historical pricing to guide sales in choosing correct discounts and facilitated special pricing

Deal Management Pricing Analysis Contract Drafting Quote Approval Stakeholder Management Process Improvement Root Cause Analysis Salesforce CPQ

Deal Desk Analyst

Cognizant Technology Solutions India Pvt Ltd

Jan 2018 - Present (7 years 6 months)

Reviewed and approved quotes submitted by sales representatives, ensuring all information was complete and accurate. Handled escalation emails and managed orders in both SFDC and Dynamics, including full and partial pauses, and collections due to cancellations. Trained new employees on various case types and maintained internal and external quality standards.

Quotes Order Management SFDC Dynamics Escalation Management Training Quality Assurance Oracle Revenue Split Deals

Underwriter

WNS (Aviva Insurance UK)

Jan 2016 - Present (9 years 6 months)

Performed underwriting duties for Aviva Insurance UK. Assessed risks and determined policy terms and premiums. Ensured compliance with company guidelines and regulatory requirements.

Underwriting Risk Assessment Policy Management Compliance Insurance Customer Service Data Analysis

Ground Staff

Indigo Airlines

Jan 2015 - Present (10 years 6 months)

Provided ground support services for airline operations. Assisted passengers with check-in, boarding, and baggage handling. Ensured smooth and efficient turnaround of flights.

Ground Operations Customer Service Passenger Assistance Communication Problem Solving

Underwriter

WNS (Aviva Insurance UK)

Jan 2014 - Present (11 years 6 months)

Performed underwriting duties for Aviva Insurance UK. Assessed risks and determined policy terms and premiums. Ensured compliance with company guidelines and regulatory requirements.

Underwriting Risk Assessment Policy Management Compliance Insurance Customer Service Data Analysis

Order Management Analyst

Life Technologies

Jan 2011 - Present (14 years 6 months)

Managed order processing and fulfillment for various products. Ensured accurate and timely delivery of customer orders. Resolved order-related issues and maintained customer satisfaction.

Order Management Order Processing Customer Service Logistics Data Entry Problem Solving Communication Inventory Management

Education

Degrees, certifications, and relevant coursework

Indian Academy College

Bachelor of Commerce, Commerce

Completed a Bachelor of Commerce degree, focusing on core business principles and practices. Gained foundational knowledge in commerce and related fields.