Aftab Umar Email & Phone Number

Bengaluru, Karnataka, India

Program manager for NPS (Net Promoter Score) and CoD (Cost of Dissatisfaction), two crucial business initiatives. These programs had a direct connection to customer feedback and matters that could affect the company's bottom line. • Successfully managed end-to-end program & delivery management with key emphasis on process optimization for customer experience (Net Promoter Score) on product and product education.• Executed customer satisfaction surveys, conducted deep dive analysis of customer satisfaction feedback data from surveys and other sources.• Spearheaded distillation of data into insights and action to improve customer experience using tools like Tableau & internal tools like JIRA and Wrike.

Bangalore Urban, Karnataka, India

• Delivering actionable insights to Dell's online business managers for product and pricing optimizations, insights for top financial and online adopters, and prescriptive business intelligence.• Applying statistical concepts to predict and model future outcomes for Premier.Dell.com

Bangalore Urban, Karnataka, India

Operations & Supply Chain Analytics as Senior Analyst [ Mar 14’ – Aug 17’]• Built Proof of Concept on Product transition for predecessor to successor platforms and pipeline orders using Hyperion which helped business on the production and shelving effectivelyLeading BMS (business management system) for APJ. Standardizing key metrics for review and setting goals for APJ countries.• Driving key business metrics like the SFDC pipeline, campaigns, and lead generations. Responsible for the weekly business management system (BMS). Also, engage with teams on the finance/outlook process. Focus on the customer engagement model through account plans. • Successfully set up SFDC Compliance Dashboard with key focus on transition of Supply Chain Planning deliverable in Business Management Scorecard Customer Services Analytics as Analyst [ Jun 11’ – Feb 17’]• Comprehensive dashboard on the Total Solution of Technical Support with key emphasis on the Productivity, Call metrics, Revenue, Warranty & NPS for Dell Line of Business for LATAM Region.

Hyderabad, Telangana, India

Contact Center Operations Analyst [ Nov 08’ – May 11’]• Capacity planning, driving governance calls with Dell’s Out-Sourced Partners – SITEL, TELETECH, SUTHERLAND, with the staffing and scheduling for Dell XPS, DOC & Premium queues. • Instrumental in creating process blue-book with training programs and process transition.Technical Support Expert [ Nov 04’ – Oct 08’] Technical support for Dell Portables, Wireless with consistently high CE scores.

Bachelor Of Engineering - Be, Electrical, Electronic And Communications Engineering Technology/Technician, 6.2

Future Leadership Programme, Driving Strategic Results, 9

Activities and Societies: Driving strategic results - Underwent rigorous strategy implementation sessions and group activities..

Education record

Education record