Nilesh Kulkarni

Order Management Analyst – Quote to Order Process (Client: Avaya)

Key Responsibilities:

• Managed end-to-end Quote-to-Order (Q2O) processes as part of the Order Management function for Avaya.
• Utilized SAP ECC via SAP NetWeaver to decode non-electronic quotations and extract key financial and contractual data for validation and analysis.
• Handled assigned service requests through the A1S system by auditing customer quotations and verifying associated financial documents for accuracy and completeness.
• Coordinated with requestors to obtain missing or incomplete documentation to ensure compliance with internal standards.
• Performed financial analysis on current-year quotations by comparing with previous-year data to assess appropriate discounting strategies.
• Applied approved discounts and submitted quotations for further approval in accordance with standard operating procedures.
• Maintained high levels of accuracy and turnaround time while working with cross-functional teams and global stakeholders.
• Auditing the SSR's for quality purpose to maintain high level accuracy and error avoidance.

• Auditing non-voice data to identify errors and ensuring compliance with quality standards
• Uploading errors to the portal and providing clear descriptions for agent accountability.
• Monitoring and reviewing process updates to ensure adherence to operational procedures.
• Conducting regular PKTs to maintain process accuracy and performance standards.
• Sending comprehensive EOD reports to the lead to track daily audit progress and highlight any deviations.
• Evaluating data and drafting detailed reports on errors, discrepancies, and deviations from established standards.
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Identifying root causes of quality issues and providing actionable feedback for process improvement. Collaborating with the operations team to address quality concerns and implement corrective measures.
• Ensuring all data and processes meet regulatory compliance and quality parameters.
• Continuously suggesting process improvements based on audit findings to enhance efficiency and reduce errors.

Fare Filing (GDS)

• Accurately filing and updating airfares and fare rules into the GDS platforms (Galileo, Sabre, Abacus, Amadeus) to ensure up-to-date information for travel agents and customers.
• Ensuring compliance with airline and industry fare regulations, applying proper fare categories, and adjusting fares as necessary.
• Monitoring and managing fare inventory to avoid discrepancies and ensure accurate booking capabilities.
• Resolving any discrepancies or issues related to fare filings, coordinating with internal teams and external vendors for corrections.
• Maintaining data integrity within the GDS, ensuring smooth and efficient processes for bookings and fare-related operations.
• Using GDS tools to generate reports, monitor system performance, and identify trends or issues in fare filing.

• The Front Counter Staff will be responsible for managing customer bookings, processing shipments, and handling day-to-day administrative tasks at the branch. Key duties include.
• Taking customer bookings and accurately recording shipment details.
• Performing calculations based on parcel weight and dimensions to determine shipping costs.
• Sending year-end reports and handling branch-related documentation.
• Measuring parcels and calculating charges based on size and weight.
• Handover shipments to the operations team and track delivery status.
• Maintain and organize monthly document records and files.
• Conduct regular audits to ensure branch compliance with company standards and procedures.