1. Javeed Pasha
#367/1,17th D cross, C block Silk Factory Road Rashad Nagar A.C Post B’lore-45
Telephone: (Mobile) +91 9964408973; Email: javeedp11@gmail.com
___________________________________________________________________________
Professional Synopsis:
 A self-motivated & result oriented individual with 6+ years of rich and extensive experience in
People Management, Business development, Project coordinator, Customer relations and
Training.
 Demonstrated ability in ensuring adherence to quality, service level agreements and
compliance parameters of the process.
 Consistent performer with significant track record in executing the task entrusted within the
deadline as per the organizational standards.
 Strong communication skills & honed with the ability to liaise at all levels of management.
 Demonstrated record of high performance standards, attention to schedules, deadlines,
quality and customer relations.
Contributions across the Corporate Career Span
Hewlett Packard, Bangalore Oct’10 to till date
Process Associate: - October ‘10.
Sales Support Management team: Processing Quotes raised by the FO teams.
 Retrieving cases through Siebel
 Respond to and resolve assigned Cases by SAP
 Work with appropriate teams to research customers issue and provide appropriate
resolutions.
 Ensuring 100% Quality on all cases, maintained green KPI’s & highest c-sat within
team.
Achievements in the role

2.  Actively involved in quality improvement programmes to ensure that the service
documents are competitive.
 Ensured that the quality of documents provided to the extended Teams were at 99%
and above.
 Was made a Subject Matter Expert 6 months into Operations.
 Customer appreciations for handling customer issues and providing accurate
resolutions consistently.
 5 Performance Awards over a span of 18 months in Production.
 Zero Defects for the entire Year
Senior Process Associate: Sales Support management II – July ‘14 to April till date.
Provide assistance such as handling enquiries, complaints, Assistance in Project roll outs for
customers etc.
 Ensure Quality Check is done on all cases.
 Performing Subject Matter Expert activities (Allocating work, Quality Check and so on).
 Handling Customer Escalations through Calls/Mails.
 Was part of the pilot batch for chat-support in Contact HR team (SR-Dash)
 Delivering Process Training and Mentoring new joiners
 Attending Weekly Client calls.
 Communicate Process change to the team and ensure training is provided on the
same.
 Ensure 100% analysis is done on TAT and Backlog Volumes.
Achievements in the role
 Successfully handled large Cases and been recognized.
 Ensured each query was prioritized and timely status updates were posted to
customers.
 Managing team on renewal amendments
 Driving Zero Escalations.
 Delivered Trainings on Quality, Customer Experience & E-mail Etiquettes as part of
Talent Pool.
 Back Up for Production/Team Lead.
 Customer appreciations for handling customer issues and providing accurate
resolutions consistently.
 Driving process improvements with customers..
 Was recognized as Domain & Customer Champion during the tenure and have won
Performance Award month on month.

3.  The work involves preparing contracts for renewals, conversions, quotations, invoicing,
credit notes/refund, RTS manual Uplift etc. to the accounts assigned, against defined
performance measure.
 Creating & cancelling invoices for the HP and non HP customers of the entire in all the
region in SAP.
 Issuing credits to the customers also creating renewals for future cancellation of
documents.
 To maintain a relationship with the client managers to resolve operational issues
 Creating and maintaining customer master records in SAP Documentation.
 Ensure proper storing and easy retrieval of Customer records.
 Process ownership of various applications and internal process such as e-mail
management, reporting and response, client service.
 Managing APJ, UK and Europe Middle East Asia region queries without any
escalations.
 Built Repo with the Front End Customers.
Responsibilities:
 Responsible for day to day production planning for team of 4 people.
 Creation, Renewal & Getting it signed Off on Critical cases.
 Maintain strategic relationships with business partners and clients and ensure effective
coordination.
 Ensure the process updates are cascaded to the team
 Ensure 100% accuracy is maintained in the process.
 Presenting monthly team dashboard to parent team.
 Working on Daily, Weekly & Monthly Reports for Team.
Achievements in the role
 Was recognized by in the category of “Making a Difference: Execution for Feb, Mar,
May, June, July, Aug & Sep FY 14”.
 Was recognized by in the category of “Making a Difference: Execution for Jan, Feb,
June, July & Oct FY 15”.
 Was recognized by in the category of “Making a Difference: Quality from Nov'13 to
Mar'14.
 Was recognized by in the category of Making a Difference: Customers FY’14
 Mentored 2 Process Associate and have created a backup for self.
Educational Credentials

4. M.B.A (Finance) Correspondence Course SIET College, Pondicherry University, 2011-12.
B.Com (Finance) Lal Bahadur Shastri Government College Bangalore University, 2006-09.
Office automation tools : Microsoft Office (Word, Excel, PowerPoint)
SAP (Version 7.3)
HPS IC (Saturn)
Siebel
MyPIM
OSS Sandy Tool
ES Webclient
Sales Force Tool
WORKDAY Tool
Smart Buy Tool
VIM & Mala Tool
Icost Tool
Other Achievements and Hobbies
Rated as Significantly Exceeding Expectations employee for 1 year, Exceeding Expectations
employee for 3 years and Achieved Expectations for 1 year in my 5Years tenure with Hewlett
Packard.
Declaration:
I hereby declare that all the information furnished above is correct to the best of my knowledge.
Javeed Pasha