Thomson Reuters (Till Date)
Designation: Order Management Specialist 3
Responsibilities associatedwith current process
Manage quote to order process for various financial products; this includes creation of Quote, Sales
Order form, order entry, and working with internal customers to ensure the order is fulfilled
according to agreed TAT and accuracy.
Consistently enhance customer experience through improving timeliness in service delivery
by achieving the guaranteed average turnaround time, based on agreed product/process and
reducing the resolution time with agreed quality for complex requests and specialty accounts.
Own order process for a designated group of customers; meeting requirements in an accurate
and timely manner, providing expertise to internal and external customers in all related
matters, thereby delivering customer satisfaction whilst ensuring that the company's goals and
objectives are met
Confirms all client orders are correct for sales and financial reporting and is accountable for
adhering to SOX compliance controls and 3rd party guidelines.
Manage the entire end to end order life cycle, including order preparation, order monitoring,
Permissioning and billing/credits/cancellations for new and renewal orders.
Obtain information required to process orders (user data, product reference details,
installation details, exchange requests, billing dates, sales codes, billing account contacts).
Provide research and support for billing disputes, ensuring issues are resolved according to
Service Level Agreement. Ensure appropriate technical and commercial approvals are in
Establish key client and sales relationships in order to facilitate improved administration and
Manage and resolve external & internal queries relating to quote/order status, billing, client
account information/Permissioning, and compliance issues.
Lead ad hoc initiatives with relevant groups, ensuring customer requests are successfully
implemented. Spot trends and make recommendations for enhancing systems
Monitor the group email account to ensure that requests are addressed and completed according to
agreed turnaround times. Collaborate with Data & Compliance teams to monitor and resolve and
order processing errors.
Mainframe System & various other applications.
Process Risk: This involves creation of quotes, orders & fulfillment of the orders; validate discount,
price & currency. Permission those in multiple applications according to the product requested, in order
to provide online access to customer. Liaise with account manager & other sales personnel for
contractual process. Resolve invoice queries & address any discrepancy by identifying root cause & fix
the issue within agreed SLA. Work on ad hoc projects & complete them within agreed timeframe.
Awards & achievements:
Customer satisfaction award for successful completion of data compilation/PLI cleanup project
during Q1 & Q2 2010.
Above & Beyond category award for Q3 2011 best performer of the team.
Customer service award for Q3 2013 for positive VOC.
Customer service award for Q2 2015 for resolving long pending client invoice disputes.
Involved in pilot batches for various new process migrations within the team.
Work experience in current organization: 6 years 5 months (11th May 2009 to till date)
Previous work experience: Infosys BPO Ltd
Designation – Senior Process Executive at Order management work group for client Cisco Systems Inc.
Process: Validation of Purchase orders with respect to business policy, SLA, Products and Configuration,
validation of discounts, pricing and currency conversion. Entering & booking of customer orders as per
customer requirement. Work on the escalated orders, by contacting internal, as well as external Customers to
resolve various issues.
Process Risk: Involves resolving complicated Configuration task for various networking Products, which
has to be configured in line with customer’s requirement, without which order will not get booked in ERP.
Sales orders are generated by manually entering data requested through Faxed PO. High level of
concentration was a key requirement to ensure that correct products are entered in order as SKUs of products
looks similar & improper validation would result in entry of incorrect product.
Applications used: Oracle 11i as workflow management tool & customer/order entry application (ERP).
Apart from this there are many other tools used to verify customer data, trouble shoot any errors encountered
during order processing & to track the status of the order.
Process Responsibilities apart from BAU:
Handling process issues, queries and escalations.
Guiding new recruits on Product configuration & maintaining quality of the orders processed
Conducting refresher training for specific team member in case of underperformance & team as a
whole in case of process change & updates.
Keeping the team updated on process changes,this involves touching base with CSRMs & Global
Process Expert for updating the process related changes.
Monitoring team’s schedule adherence.
Maintain team’s attendance data & send to MIS Reporting team on weekly basis. Approval or
rejection of leaves applied by team members after discussion with Manager.
Hold regular team huddles to discuss various issues & roll out MOM to supervisors & team
Train new hires on complete process & monitor them as they go on board till they scale up &
process individually without assistance. Cross train other team members on process to get support
during spike in volumes/BCP. Also to give process overview to newly hired team leads/managers
Coordinate with other team leads & managers as & when support from our team is required..
Awards & achievements:
Awarded with Ramp award for best performance during Q1 2009.
Work experience in the organization: 3 years 5 months (7th
December 2005 – 8th
Marital Status: Married
Father’s Name: Syed Saifulla
Date ofBirth: 10.03.1982
Education Qualification: M.sc (University Of Mysore)
Languages known (written & spoken): English, Hindi, and Kannada & Urdu.
Languages known (spoken only): Coorgi& Malayalam
Declaration: I hereby declare that above mentioned information is true to the best of my knowledge.
Place: Bangalore Syed Tajuddin