Mohammed Arifulla

• Make sure the entire enrollment process runs smoothly.
• Identify system issues proactively and work with cross-functional teams to find solutions.
• Design interactive infographic presentations and share them with management
• Training internal teams and new hires
• Solving complex issues and escalated requests
• Analyzing, transforming, and modelling data to find significant patterns, draw conclusions, and communicate findings to management

A. Invoicing & Provisioning frictions

• Driving daily calls with the relevant technical teams and ensuring faster resolution on all the reported issues
• Performing friction analysis on the reported cases, classifying them into system, process, quality, and change requests.
• Ensuring resolution is provided on all the RCA tickets raised for system issues by following up with the technical teams
• Getting impacted population for all cases affected by system issues and proactively working with technical teams to resolve the same.
• Coaching and supporting team members on their assigned cases.
• Daily analysis of transactions worked on by the team members to improve quality and TAT
• Sharing progress updates with project leaders at review meetings

B. Cloud Provisioning & Invoicing: Training

• Conduct cloud process training for employees joining the cloud post-booking team
• Make sure team members are knowledgeable about processes by conducting frequent assessments.
• Conduct refresher trainings for team members based on quality scores
• Conduct 10 % quality audits for team members
• Sharing regular reports with the stakeholders on the training and assessments conducted.
• Helping employees resolve process issues

• Invoicing& Provisioning frictions
• Driving daily calls with the relevant technical teams and ensuring faster resolution on all the reported issues
• Performing friction analysis on the reported cases classifying them into system, process, quality and change requests
• Ensuring resolution is provided on all the RCA tickets raised for system issues by following up with the technical teams
• Getting impacted population on all cases affected by system issues and proactively working with technical teams to resolve the same
• Coaching and supporting team members on their assigned cases
• Daily analysis of transactions worked by the team members to improve quality and TAT
• Work Experience
• English

• Direct Interaction with sales for negotiation of the prices on the purchase order
• Product pricing, agreement & ordering document validation
• Creating an ordering document for sales as per SOX compliance
• Quote Creation and product configurations in Oracle CPQ
• Product Training for the newly joined associates
• Quality checks of the deals processed by deal specialists

• Answering inbound calls in phone-support
• Working on tickets in E-helpdesk
• Assigning E-helpdesk tickets to associates
• Ensuring service levels are met on both phone-support and E-helpdesk
• Managing breaks for associates
• Handling escalations in phone support and on emails
• Taking end-to-end ownership of the calls logged by support and vendor teams
• Giving process improvement idea’s

• Answering inbound calls in phone-support
• Meeting objectives (hold time, wrap time, productivity)