Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Mohamad Ali E

Bengaluru

Summary

Dynamic Business Operation Associate V at Hewlett Packard, skilled in Order-to-Cash processes and cross-functional collaboration. Proven track record in enhancing order fulfillment efficiency and customer satisfaction. Adept at utilizing Oracle ERP systems to streamline workflows, while fostering strong relationships and resolving escalations effectively. Passionate about driving process improvements and delivering exceptional results.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Business Operation Associate V (Advanced Level)

Hewlett Packard India Software Operations Private Limited
Bengaluru
11.2020 - Current
  • Act as the primary interface between customers, sales, and internal functions to manage order fulfillment, escalations, and system-related issues.
  • Process and manage customer orders in Oracle ERP, ensuring accuracy in pricing, shipment methods, and contractual terms.
  • Track and analyze customer backlog to ensure on-time delivery, and proactive communication of delays or changes.
  • Coordinate with cross-functional teams (Planning, Customer Engineering, Quality, Finance) to resolve order holds, expedite requests, and address production-related issues.
  • Maintain compliance with company policies, export controls, and audit requirements during order processing.
  • Lead customer onboarding and B2B integration support, training clients on portal access and transaction workflows.
  • Assist in project management for internal system upgrades, focusing on automation and streamlined workflows.

Customer Care Representative 2

Thermo Fisher Scientific Private Limited(Payroll by Ciel HR & Randstad)
Bengaluru
10.2018 - 07.2020
  • Manage the end-to-end order processing lifecycle, including the creation of quotes, sales and service orders, return orders (RMA), credit and debit notes, billing, and invoicing, ensuring accuracy and timely execution.
  • Serve as the primary point of contact for customers across South Asia, addressing inquiries related to product pricing, discounts, promotional offers, order availability, delivery status, and pickup schedules, ensuring exceptional customer satisfaction.
  • Receive, validate, and process orders from dealers, direct customers, and sales teams across APAC via multiple channels (online EDI, fax, email), ensuring compliance with SOPs and internal controls.
  • Collaborate with internal pricing teams to prepare and obtain approvals for customer quotes, followed by accurate sales order creation upon confirmation.
  • Manage special order types, including replacement orders, credit memos, and sample orders, and handle order cancellations per customer requests efficiently.
  • Facilitate the creation and management of web user accounts for customers, acting as the Single Point of Contact (SPOC) for web-related issues, and liaising with IT teams to resolve technical challenges swiftly.
  • Coordinate closely with logistics, warehouse, and material planning teams to ensure stock allocation, pick slip generation, timely order dispatch, and smooth inter-warehouse transfers to meet customer demand.
  • Proactively handle customer escalations related to pricing discrepancies, discount approvals, product expiry, shipment delays, and other order-related issues, achieving minimal resolution turnaround times.
  • Collaborate with Account Managers and Regional Sales Administrators to resolve booking and order processing challenges, maintaining a seamless order flow and revenue accuracy.
  • Maintain strong customer relationships through consistent communication via phone and email, ensuring high customer retention and satisfaction.
  • Prepare and analyze daily operational reports, including order statuses, urgent shipments, and pending orders, enabling proactive management of workflow and priorities.
  • Lead the onboarding and training of new team members on order processing protocols and quality standards, conducting regular audits to minimize revenue leakage and operational errors.
  • Oversee task allocation within the team, balancing workload to optimize productivity and service quality.

Contracts Specialist

GDC Dimension Data Private Limited
Bengaluru
10.2017 - 04.2018
  • Managed the creation and maintenance of service contracts in SAP and Siebel CRM, ensuring accurate representation of contract scope, aligned with client agreements, to support seamless billing and invoicing processes.
  • Validated contract documentation and service requests meticulously to guarantee data integrity and compliance with organizational standards.
  • Linked contract master data at the asset and location level within Siebel CRM, enabling precise tracking of client assets and services.
  • Coordinated cross-functional approvals for contracts, collaborating with legal, sales, and finance teams to facilitate smooth contract lifecycle management.
  • Developed detailed financial plans, defining billing start and end dates per asset based on contract terms, including varied billing cycles such as annual upfront, full-term, monthly, quarterly, and yearly.
  • Generated, reviewed, and finalized invoices and credit notes, ensuring invoice accuracy to support prompt and full customer payments.
  • Customized invoice attachments and delivery based on client requirements—direct client dispatch, routing via Service Delivery Managers, or internal presentation to sales teams.
  • Administered periodical billing and invoicing for key client accounts, maintaining compliance with service level agreements (SLAs), and billing schedules.
  • Processed contract amendments, renewals, and cancellations efficiently in response to client requests, maintaining accurate contract status and documentation.
  • Closed all service order requests comprehensively, including related sub-activities, to maintain up-to-date contract records.
  • Served as the primary internal liaison for billing-related inquiries, troubleshooting, and resolving discrepancies in billing documents.
  • Coordinated with support services to track contracts under work-in-progress status, and initiated ITSM Service Validation Requests (SVRs) for asset deployment or cancellation.
  • Ensured 100% accuracy in invoice releases, adhering strictly to SLAs, contributing to optimal cash flow and client satisfaction.
  • Conducted weekly audits of contract data to identify and rectify discrepancies, improving data quality, and reducing billing errors.
  • Prepared and delivered detailed daily, weekly, and monthly reports to management, providing insights into contract status, billing performance, and audit outcomes.

Senior Data Analyst

Concentrix Technologies Private Limited
Bengaluru
04.2015 - 09.2017
  • Processed and managed end-to-end service contract renewals, co-termination quotes, and software licensing renewals, ensuring timely and accurate execution in alignment with global business standards.
  • Analyzed and updated Install Base reports to maintain data accuracy, and support account-level renewals and upsell opportunities.
  • Generated advanced renewal quotes, including special pricing and discounts for high-value or strategic customers (Top Deals), in compliance with internal pricing policies.
  • Collaborated with sales teams globally to support renewal quoting activities, including quote creation, corrections, consolidation, and approvals.
  • Supported order booking activities by validating and booking orders in Oracle 11i, and managing opportunities in Salesforce (SFDC), ensuring alignment with GCO (Global Commercial Operations) guidelines.
  • Received and processed web-based ERP orders via Salesforce.com, validating order requests for completeness and compliance with business rules.
  • Created and maintained templates for quote and order entry to streamline and standardize operations.
  • Coordinated with cross-functional teams, including Sales Operations, Customer Support (CSO), and IT, to resolve order and data-related issues with high urgency and accuracy.
  • Resolved escalations and provided advanced support to Sales and Partners regarding order discrepancies, licensing queries, and quote corrections.
  • Ensured accurate release of orders and quotes within SLA timelines, consistently maintaining over 99% accuracy.
  • Managed order cancellations, upgrades, and renewals, ensuring smooth customer transitions and license continuity.
  • Maintained customer databases, executed data clean-ups, and supported communication through professional email correspondence.
  • Delivered consolidated quotes for customers with multiple service contracts, streamlining procurement processes, and improving renewal rates.

Senior Process Executive

Infosys BPO Limited
Bengaluru
11.2012 - 03.2015
  • Manage end-to-end sales order processing including creation, validation, maintenance, and fulfillment for multiple order channels such as Web Forms, EDI, manual entries, and customer checklists, ensuring compliance with business SOPs.
  • Accurately enter and update professional service orders and global renewal orders into ERP systems, maintaining high data integrity and operational efficiency.
  • Oversee return order processing to handle product replacements and incorrect deliveries, facilitating reverse logistics, and ensuring swift resolution to enhance customer satisfaction.
  • Serve as a key point of contact for customer inquiries and issue resolution related to order status, product returns, credit memos, and refund processes.
  • Prepare and publish comprehensive monthly and weekly production reports, highlighting order volumes, status updates, and identifying trends to support operational planning.
  • Monitor and audit open orders to detect and eliminate duplicate entries, maintaining order accuracy, and preventing revenue leakage.
  • Drive continuous process improvement initiatives aimed at increasing productivity, reducing turnaround times (TAT), and enhancing overall order management efficiency.
  • Provide mentorship and hands-on guidance to junior team members, fostering skill development and adherence to quality standards.
  • Conduct pre- and post-process audits within the team to identify gaps, enforce compliance, and improve the accuracy and quality of order processing activities.

Education

Bachelor of Commerce - Accounting And Finance

Kuvempu University
Shimoga, India
07-2012

Skills

  • Order-to-Cash (O2C) Process
  • Customer & B2B Portal Support
  • Order Fulfillment, Backlog & Delivery Management
  • Oracle ERP & CRM Systems
  • Cross-functional Team Collaboration
  • Process Improvement & Automation
  • Supply Chain & Logistics Coordination
  • Order Fulfillment & Backlog Management
  • Supply Chain Communication & Escalation Handling

Certification

  • Advanced Microsoft Excel
  • Six Sigma yellow Belt

Languages

Kannada
First Language
English
Proficient (C2)
C2
Tamil
Advanced (C1)
C1

Accomplishments

· STAR Performer Award, Infosys BPO Limited - 2014

(Recognized for consistently exceeding KPIs, and overall performance)

· Performer of the quarter, Concentrix Technologies - 2015

(Awarded for the highest order accuracy and maintaining 100% in order booking)

· Best newcomer, Hewlett Packard - 2021

(Constantly seeking out new opportunities to learn and search for solutions)

· Best performer, Hewlett Packard - 2022

(Recognized for consistently exceeding in KPIs, and overall performance)

· Best performer, Hewlett Packard - 2023

(Recognized for consistently exceeding in KPIs, and overall performance)

· Best SME, Hewlett Packard - 2024

(Embracing bold moves, always keeping the customer in mind, and a constant desire to learn, experiment, and solve problems)

Timeline

Business Operation Associate V (Advanced Level)

Hewlett Packard India Software Operations Private Limited
11.2020 - Current

Customer Care Representative 2

Thermo Fisher Scientific Private Limited(Payroll by Ciel HR & Randstad)
10.2018 - 07.2020

Contracts Specialist

GDC Dimension Data Private Limited
10.2017 - 04.2018

Senior Data Analyst

Concentrix Technologies Private Limited
04.2015 - 09.2017

Senior Process Executive

Infosys BPO Limited
11.2012 - 03.2015

Bachelor of Commerce - Accounting And Finance

Kuvempu University

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Mohamad Ali E