Mohammed Asifulla
Bengaluru
Summary
Dynamic Senior Manager with a track record of success in leading high-performing teams and driving operational excellence. Experienced in leading customer data operations, cloud incident management, sales operations and deal desk operations. Skilled in process automation, cost reduction, and strategic planning to achieve business goals. Seeking a leadership position to leverage expertise in delivering exceptional results and contributing to organizational growth.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Data Operations
Oracle India Pvt Ltd
Bengaluru
06.2022 - Current
- Leading a team of 60 specialists in Customer Data Operations, managing end-to-end Customer data creation and maintenance of over 1.8M active Customer Accounts, ensuring adherence to quality standards and SLAs
- Collaborated with cross-functional teams (Sales Foundation Services and Go To Market Teams) to onboard Infographics partner that enhanced data accuracy and streamlined customer segmentation processes, resulting in a 20% improvement in targeted marketing campaign effectiveness
- Achieved a 12% increase in data accuracy through the implementation of focused data cleansing projects across finance and sales customer data accounts
- Led an initiative to standardize customer corporate hierarchies, resulting in a 10% reduction in discrepancies and enhanced operational efficiency
- Developed and implemented key performance indicators (KPIs) framework, resulting in 30% improvement in overall Turn Around Time for manual transactions across multiple lines of business
- Collaborated with various departments to analyze opportunities for leveraging Adaptive Intelligence, Machine Learning, and Robotic Process Automation (RPA), leading to a reduction of 15% in manual errors
- Responsible for yearly resource budgeting and presenting optimization.
Senior Manager, Quote to Order Strategy & Operations (Cloud Transaction Management)
Oracle India Pvt Ltd
Bengaluru
06.2017 - 05.2022
- Directed and managed a global team focused on Cloud Transaction Management, driving initiatives to ensure timely resolution of cloud service provisioning and invoicing issues reported by enterprise customers, resulting in improved customer satisfaction and retention rates
- Analyzed failure points, and developed strategies to mitigate re-occurrence, resulting in a 30% decrease in system failure incidents and improved customer experience
- Collaborated with sales operations, provisioning COE, product development, and corporate strategy teams to develop proactive solutions, resulting in a 20% reduction in reoccurrence incidents
- Engaged with customers during critical outages to conduct root cause analysis (RCA) and implement corrective action preventive action (CAPA) strategies, resulting in improved customer retention
- Developed and implemented business plans aligned with organizational objectives, resulting in a 25% improvement in service delivery (OKR/KPI's) efficiency consistently for 2 years
- Implemented employee engagement programs to enhance workplace culture, leading to an 18% increase in employee satisfaction scores
- Developed and implemented a comprehensive performance evaluation framework for the direct line of business, resulting in a 25% increase in employee progression and fostering a culture of performance excellence.
Manager, License Assignment & Migrations
Oracle India Pvt Ltd
Bengaluru
05.2012 - 05.2017
- Led a high-risk and revenue-impacting process, fulfilling customer(s) product upgrade and ownership change requests across Cloud, License, and Hardware LOB's
- The primary focus is to ensure swift and accurate generation of quotes and contracts and support sales organizations in contract creation
- Led the development and implementation of a new system to streamline migration processes, resulting in a 25% increase in efficiency and operational readiness
- Collaborated with Sales, Sales Operations, and Finance teams to develop an effective engagement framework leading to a 15% increase in operational efficiency for the quote and contract generation process
- Manage the resourcing budget and review the hiring plan for FTE vs Contingent Workforce (contractors) hiring to optimize cost
- Established robust performance measurement frameworks to monitor KPIs effectively and foster a culture of continuous improvement resulting in a 25% improvement in business metrics.
Manager, International Operations
Concentrix BPO Services
Bengaluru
07.2010 - 05.2012
Senior Team Manager - Technical Support
Dell Inc
Bengaluru
04.2007 - 07.2010
Business Unit Manager
Mphasis BPO Services
Bengaluru
07.2002 - 04.2007
Education
Executive General Management Program - Business Administration and Management
Indian Institute of Management - Bengaluru
05.2018
Bachelor of Science - Computer Science
Vijaya College - Bengaluru
05.2002
Diploma - Software Engineering
Aptech Computer Education - Bengaluru
05.2002
Skills
- Business Leadership
- Operational Excellence
- Customer Advocacy
- Strategic Planning and Execution
- Cross-Functional Collaboration
- Data-Driven Decision-Making
- Influencing and Negotiating
- Process Improvements
- Robotic Process Automation
- Coaching and Mentoring
- Workforce Planning
- Customer Service Management
- Employee Development
- Budgeting and Cost Control
- Performance Evaluation and Monitoring
- Change Management
- Hiring and Onboarding
- Analytical Skills
- Problem Solving
- Business Communication
Certification
- Capstone Business Simulation Program, Capsim Management Simulations, Inc., 05/2018
- Project Management Professional (PMP), Currently pursuing
References
References available upon request.
Timeline
Senior Manager, Customer Data Operations
Oracle India Pvt Ltd
06.2022 - Current
Senior Manager, Quote to Order Strategy & Operations (Cloud Transaction Management)
Oracle India Pvt Ltd
06.2017 - 05.2022
Manager, License Assignment & Migrations
Oracle India Pvt Ltd
05.2012 - 05.2017
Manager, International Operations
Concentrix BPO Services
07.2010 - 05.2012
Senior Team Manager - Technical Support
Dell Inc
04.2007 - 07.2010
Business Unit Manager
Mphasis BPO Services
07.2002 - 04.2007
Executive General Management Program - Business Administration and Management
Indian Institute of Management - Bengaluru
Bachelor of Science - Computer Science
Vijaya College - Bengaluru
Diploma - Software Engineering
Aptech Computer Education - Bengaluru
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