Bid Support & Install Coordination – IBM Philippines

In my role at IBM Philippines, I was instrumental in bridging the gap between sales and service delivery, focusing on annuity offerings that support client infrastructure and safeguard their IT investments, including Hardware Maintenance (HWMA) and Software Services. My responsibilities encompassed a wide range of critical tasks aimed at ensuring seamless installation, billing, and overall client satisfaction.

Installation and Billing Management: Managed the entire backlog to installation process, including invoicing, installation coordination, and billing requests, ensuring timely and accurate service delivery.

Collaboration with Bid Managers: Worked closely with bid managers to guarantee that the installation of hardware, software, and maintenance met all SLAs, contributing to the smooth execution of IBM sales requests.

Client Support: Actively participated in urgent client meetings, addressing and resolving complex installation scenarios, thereby enhancing client trust and satisfaction.

Billing Disputes and Manual Billing: Took charge of handling billing disputes and performed manual billing when necessary, ensuring accuracy and client contentment.

Compliance and Audit Guidelines: Ensured all transactions and processes complied with audit guidelines and established procedures, maintaining the highest standards of operational integrity.

Contract Management: Validated and registered client-signed contracts using intranet-based tools, ensuring all agreements were accurately documented and accessible.

Confidentiality and Security: Maintained strict confidentiality of contracts, records, and deliverables, safeguarding sensitive information and reinforcing client confidence.

This position allowed me to demonstrate my ability to manage complex operational tasks effectively, collaborate with cross-functional teams, and deliver exceptional service to clients, all while adhering to IBM's high standards of confidentiality and compliance.