Neelesh A R
Bengaluru
Summary
Operations management analyst with over 5 years of experience in processing customer orders across APAC, EMEA, USA, and Canada. Expertise in CPQ and contract creation, enhancing order fulfillment and invoice processing through cross-functional collaboration. Demonstrated success in resolving customer inquiries, driving satisfaction, and supporting revenue growth. Proficient in managing complex SaaS deals and subscription billing, recognized for optimizing processes and ensuring data integrity using Salesforce CPQ and Zuora.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Order Management Analyst
New Relic One India Pvt Ltd
Bengaluru
10.2024 - Current
- Completed six-month transition process, ensuring 100% continuity of order operations with minimal disruption.
- Managed over $1 million in enterprise deal bookings, ensuring compliance with contract terms and enhancing revenue growth.
- Designed and documented standard operating procedures, improving operational efficiency and enabling faster booking processes.
- Maintained high order accuracy across Salesforce and Zuora, supporting reliable pipeline forecasting during high-volume quarter-end bookings.
- Partnered with deal desk, sales, billing, and leadership to align order commitments with business strategy.
- Served as primary escalation point for complex deals, resolving discrepancies and minimizing customer impact.
- Contributed to user acceptance testing for SFDC to new billing platform migration, validating data accuracy pre-launch.
- Optimized professional services booking integration between SFDC and Zuora, reducing billing discrepancies and manual corrections.
Order Management Analyst
VMware by Broadcom India Pvt Ltd
Bengaluru
11.2022 - 09.2024
- Generated sales orders in ECS and EDI processes for channel orders, ensuring accuracy and compliance.
- Reviewed and processed channel and direct orders, ensuring compliance with company terms and conditions.
- Entered direct order details manually in Oracle EBS, validating POs, quotes, contracts, and agreements.
- Conducted quality checks on orders, reducing errors and discrepancies through thorough validation.
- Managed work queue and reviewed PL activities, pulling monthly booking and order status reports.
- Collaborated with cross-functional teams to resolve order discrepancies and enhance process efficiency.
- Provided training as a subject matter expert for OMS to internal and external teams.
- Addressed customer inquiries regarding order status, facilitating timely resolutions and enhancing customer satisfaction.
Senior Assistant MCO
Dell EMC Corporation
Bengaluru
11.2021 - 11.2022
- Processed CPQ and renewal contracts to facilitate upselling and product expansions for Dell EMC in USA region.
- Ensured timely booking package processing by validating paperwork per Dell EMC policies.
- Activated contracts in Oracle EBS after thorough validation of identified opportunities.
- Collaborated with sales ops, CPQ, pricing, invoice, AR, legal, and customer success teams.
- Issued renewal notifications and certificates promptly for activated contracts to enhance customer awareness.
- Managed contract terminations and credits per customer requests or sales directives.
- Oversaw de-booking and re-booking processes to maintain accurate records.
Associate Sales Operation/Order Management
Image Labels Pvt Ltd
Bengaluru
10.2020 - 11.2021
- Oversaw complete customer order lifecycle, including sales, order entry, production, tracking, fulfillment, invoicing, and dispatch.
- Managed customer inquiries, purchase order modifications, price negotiations, and agreement creation to ensure customer satisfaction.
- Delivered AWB tracking notes to customers and coordinated with departments to resolve shipping issues promptly.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Collaborated with 15 global buyers on Honeywell Aerospace Project USA, effectively managing eight resources to meet project goals.
Automation Engineer (Trainee)
Ideas Engineering (ABB)
Bengaluru
01.2020 - 09.2020
- Applied ABB 800Xa Graphics Builder Software to create visualizations for cement industry projects, enhancing clarity and user engagement.
Education
Bachelor of Engineering - Electrical & Electronics
Vidya Vikas institute of Engineering and Technology
Mysuru06.2019
Skills
- Salesforce and Oracle EBS
- Zuora and CPQ
- Order entry management
- Contract renewal processes
- Return merchandise authorization
- Booking and cancellation management
- Forecasting and analysis
- Process documentation
- NPI and NSI testing
- Deal cleanup strategies
- Customer care and relations
- MS Office proficiency
- Troubleshooting expertise
- Analytical skills
- Problem-solving capabilities
- Adaptability and flexibility
- Customer service excellence
- Escalation management strategies
- People management skills
- Cross-functional collaboration
- Stakeholder relations management
- EDI processing
Certification
- Salesforce essential training, 05/01/22
- Executive Presence on Video Conference Calls, 05/01/22
- Self-Development, 05/01/22
Projects
NSI/NPI testing, Before going live in production, new VMware SAAS/products are tested through new service/product integration testing, which enhances quality and provides comprehensive requirements for recently launched products when it comes to production. RPA (Robotic Process Automation) Projects, Working with the RPA team to modify the process, create the BRD (Business Requirement Document), process overview, and test the process scenarios.
Personal Information
- Date of Birth: 03/15/98
- Gender: Male
- Nationality: Indian
Languages
English
Proficient (C2)
C2
Kannada
Native
Native
Activities & Recogintion
• O2C Phase 1 Migration: I contributed to the User Acceptance Testing (UAT) for the SFDC to new billing platform migration. I rigorously validated data accuracy and process stability, ensuring a flawless and secure transition prior to go-live.
• Customer Entitlement UI Enhancements: During the CCID structure transition, I contributed to improving product provisioning visibility at the CCID level. These improvements were implemented via the Entitlement UI and the Commerce tool to ensure a more seamless transition and better data accessibility..
• Customer Experience Recognition: Earned formal recognition from the Customer Experience and Escalation leadership teams for consistently embodying our 'Customer Forever' value through proactive problem resolution and stakeholder support.
• Professional Services Booking process: Optimized the Professional Services booking integration between SFDC and Zuora. This operational enhancement directly reduced downstream billing discrepancies and eliminated a manual corrections.
• CPPO Process improvements: Identified and resolved a critical process error in CPPO booking deals involving Savings Plan credits. I engineered the correct handling procedure and authored comprehensive documentation for the team, establishing a new standard process and successfully preventing future recurring errors.
Timeline
Order Management Analyst
New Relic One India Pvt Ltd
10.2024 - Current
Order Management Analyst
VMware by Broadcom India Pvt Ltd
11.2022 - 09.2024
Senior Assistant MCO
Dell EMC Corporation
11.2021 - 11.2022
Associate Sales Operation/Order Management
Image Labels Pvt Ltd
10.2020 - 11.2021
Automation Engineer (Trainee)
Ideas Engineering (ABB)
01.2020 - 09.2020
Bachelor of Engineering - Electrical & Electronics
Vidya Vikas institute of Engineering and Technology