Eela Daly

• As a Fulfillment Specialist, I excel as a high-performing team member driving efficient order processing and fulfillment strategies that prioritize exceptional customer experiences and operational excellence. My role encompasses:
  
  • Licensing Operations Excellence: Managing daily tasks within EMEA licensing operations to meet diverse customer needs with precision and timeliness. I generate both manual and automated licenses for production and non-production environments for products such as Fortify, Splunk, Advanced Authentication, IDOL, Risk Service, and many more. I handle critical and high-priority cases effectively,
  ensuring smooth operations that align with strategic business objectives.
  
  • Technical Proficiency: Leveraging expertise in tools such as JIRA, Salesforce, SAP, ServiceNow, ITSM, SMAX, SLD, Excel 2019, and Splunk to manage requests and escalations, consistently exceeding satisfaction metrics.
  
  • Case Queue Management: On a rotational basis, I manage case queues by creating new cases for colleagues and rerouting existing cases to the appropriate queue. This ensures issues are directed to the right teams promptly, optimizing workflow and resource allocation.
  
  • Cross-Functional Coordination: Collaborating closely with Sales, Product Managers, Renewal Representatives, and Technical Support teams to guarantee accurate and timely order staging and delivery.
  
  • Reviewing Documentation and Compliance: Reviewing documentation to ensure entitlements align with contract terms, verifying necessary approvals, creating reports, and ensuring compliance before fulfillment.
  
  • Leadership Engagement: Working alongside management to identify and implement process enhancements, fostering a culture of continuous improvement and operational efficiency.As a Fulfillment Specialist, I excel as a high-performing team member driving efficient order processing and fulfillment strategies that prioritize exceptional customer experiences and operational excellence. My role encompasses:

• Licensing Operations Excellence: Managing daily tasks within EMEA licensing operations to meet diverse customer needs with precision and timeliness. I generate both manual and automated licenses for production and non-production environments for products such as Fortify, Splunk, Advanced Authentication, IDOL, Risk Service, and many more. I handle critical and high-priority cases effectively, ensuring smooth operations that align with strategic business objectives.

• Technical Proficiency: Leveraging expertise in tools such as JIRA, Salesforce, SAP, ServiceNow, ITSM, SMAX, SLD, Excel 2019, and Splunk to manage requests and escalations, consistently exceeding satisfaction metrics.

• Case Queue Management: On a rotational basis, I manage case queues by creating new cases for colleagues and rerouting existing cases to the appropriate queue. This ensures issues are directed to the right teams promptly, optimizing workflow and resource allocation.

• Cross-Functional Coordination: Collaborating closely with Sales, Product Managers, Renewal Representatives, and Technical Support teams to guarantee accurate and timely order staging and delivery.

• Reviewing Documentation and Compliance: Reviewing documentation to ensure entitlements align with contract terms, verifying necessary approvals, creating reports, and ensuring compliance before fulfillment.

• Leadership Engagement: Working alongside management to identify and implement process enhancements, fostering a culture of continuous improvement and operational efficiency.

• Act as a technical support agent for British Telecom Group (EE) UK , whist providing first class customer service and solutions to customers.
• Increasing client retention ratio significantly by resolving customer’s complaints,
• identifying problems and taking appropriate corrective actions.
• Account Management
• Manage customer escalations effectively, resolving issues with speed and precision while maintaining a high level of professionalism
• Identify potential areas of improvement and are excited about the opportunity to help build together with our team
• Handling Customer enquiries through the various platforms available (Calls and Email) through both inbound and outbound channels.
• Helping our customers with all their enquiries
• Clarifying our Terms and Conditions when it is needed
• Assisting customers with on-going marketing campaigns
• Logging tasks in accordance with company guidelines
• Assisting customers encountering issues with processing payments (Credit Cards, Bank cards etc.)
• Actively engaging customers in the view of our new deals
• Evaluate and identify suspicious behavior