Mohammad Abdul Feroz

· Was part of first transition of OM team from Presidio to Othain.

· Streamlined the Order management process.

· Leading the team of 5 members to train them on process and managing their day-to-day activities.

Team-building activities to better understand each other.

· Mentoring and coaching my team for Order managements skills.

· Auditing their orders to avoid CODs.

· Prepared PPTs of Order management circle and process workflow.

· Gave presentations whenever needed to team to better understand the process and making their jobs easier.

Established KPIs and performance metrics to track team productivity, and enhance process optimization efforts.

· Working on Salesforce tool to manage the volume.

· Working with ICMs or ISMs to get the resolutions.

· Working closely with Quote specialist teams to get the correction on Quotes.

· Working on US, EMEA and APJ Orders.

· Working on My Order tool to get the orders process.

· Majorly working on MPOPSO and Presfunds orders which are very complex orders.

Sharing monthly reports and dashboards of the complete team.

• Validation of Transactional and Large deals for NA Region.
• Thoroughly validating all the requests with accuracy to avoid pushback and focused on delivering the error-free productivity.
• Interacting with sales and Quoting team in resolving the issues.
• Supported in APJ, EMEA and NA regions for pricing and SKU creation and PO submission.
• Delivered DTA Quotes/PO clean order processing within SLA. Always overachieved productivity targets.
• PO Follow-ups for AMER/APJ with Quoting team on PO holds and followed up with VMware on PO status and pushback.
• Regularly monitored the internal tools for PO status and action them accordingly.
• Used to prepare AMER/APJ Backlog Reports and share it with the reporting team.
• Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.

• An End-to-End order management of online and offline requests as well as ready ship orders.
• Ensure to follow standard OEIs to process the orders and keeping them updated on regular basis approaching the ISRs.
• Worked closely with Sales team to resolve queries and process the orders on time.
• Stakeholder Management – Sales/Customer interaction (Weekly calls – Feedback).
• Executed macros with precision efficiently handle a large volume of bulk orders while maintaining accuracy.
• Guided new hires through mentorship and performed internal audits.
• Monitored the holds and compiled the date for sales hold scrub analysis.

• Sr Consultant at Sutherland Global Services for Dell Order Management to manage complex accounts.
• An End-to-End order management of online and offline requests.
• Worked in different segments such as GCC offline, GCC DMR and G500 as an ASR in managing complex assigned accounts.
• Monitored the queues and assigned the requests to the respective OPs.
• Stakeholder Management – Sales/Customer interaction (Weekly calls – Feedback) Work closely with Sales team to resolve queries and process the orders on time.
• Mentoring and supporting the team members whenever required.
• Implemented quality control measures to reduce the occurrence of discrepancies in orders processed.

• Managed high call volume while maintaining a professional demeanor, ensuring a positive customer experience at all times.
• Enhanced customer satisfaction by promptly addressing and resolving technical issues.
• Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
• Provided primary customer support to internal and external customers