Amrinder Singh Dhanoa Email & Phone Number

Chandigarh Area, India

As Senior Manager – Operations and Delivery am responsible for overall account delivery and day-to-day operations - this position's primary responsibility is ensuring organizational effectiveness by providing leadership for the various accounts/customers/clients that I manage.Major Roles & Responsibilities:• Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning• Manage and increase the effectiveness and efficiency of Support Services, through improvements to each function as well as coordination and communication between support and business functions• Play a significant role in long-term planning, including an initiative geared toward operational excellence• Oversee and manage overall P&L of all associated Accounts• Lead people development programs to coach/guide/counsel team members• Be accountable for career and succession planning for all team members• Prepare SOPs, as applicable and ensure execution and compliance• Collect, prepare and review all necessary documentation required to be 100% audit compliant, based on required certifications at different platforms• Prepare, analyze and send daily/weekly/monthly/quarterly reports to the Executive Leadership Team (ELT)• Have daily/weekly/monthly governance systems in place and take immediate corrective action whenever deemed necessary• Implement regular TNI and prepare programs with the help of support functions to increase effectiveness and efficiencies of all resources/accounts• Contribute to short and long-term organizational planning and strategy as a member of the management team• Know the intricacies of client relationship and lead/manage all conversations with Clients of all associated accounts & Focus on continuously adding value to client retention

Undisclosed

Mohali, India

 Handled two teams performing different roles. One of the teams was of 10 senior support resolvers (SSR) who handled customer escalations from across the site. This was the only team in the Dell enterprise internationally that handled escalations from various dell authorized retailers based out of USA and Canada.  The other team with 17 Technical Support Associates and 3 Resolution Experts provided premium phone support to customers calling in from USA and Canada with concerns with their Dell products. This included both hardware and software support. Ensured that both the teams met and exceeded the various business goals given to them while maintaining all the hygiene parameters. Was the Executive Escalations point of contact for the Mohali Site for the last 3 years of my tenure, being the person responsible to design various process improvements, showcase the same to the senior management and ensure implementation at the ground level.  Had been responsible to drive productivity for the CTS process as an additional responsibility ensuring delivery against the planned forecast.

Mohali, India

 Led a team in the CTS Blend LOB with 15 – 18 Technical Support Associates and 2 Resolution experts, leading the team to assist the customers in the best possible manner. Helping the team understand the business goals and ensuring that everyone is aligned with the same. Was leading the CTS Transition Queue till September 2011, helping new hires understand the processes and in preparing them to excel in the organization. Working to ensure that the team members are able to balance the professional and personal lives and providing them with opportunities to grow.

Mohali, India

 Driving the core business SLA's like Resolution Rate, Customer Experience, Dispatch Rate, Repeat Dispatch Rate and Total Solutions Sales for the assigned team.  Assisting a team of 15 – 18 Technical Support Associates and 2 Resolution experts. Conducting need based trainings for the team members. Responsible for conducting training sessions to ensure learning of dell products, troubleshooting, PnP and driving hygiene.  Managing, driving hygiene metrics & ensuring customer satisfaction by handling customer escalations. Sharing of key takeaways with L2’s and team members from the L3 core portables debrief conference calls.

Mohali, India

 Working as a SSR Tech handling Voice & Web Escalations for Mohali Site which included escalations from all the three LOB’s (Voice, Email, Chat). The escalations were raised by Team Manager’s and L2’s who were leading various teams of Technical Support Associates & Resolution experts. SSR was the team handling the 2nd level of escalations. Worked as a REX for pilot team for Ri1 in Mohali & was assigned dual Role for the Case Manager in Q2 FY’08 for a team of 15 Technical Support Associates. Worked as a member of Centralized Ownership Team (COT).

Mohali, India

 Worked as an Inbound Technician supporting Dell Customers from US / Canada reporting issues with their laptops/desktops/ Printers. Communicated over phone / email / chat (electronic mediums) with customers facing difficulties and to ensure that the same are documented as per process. Actively work in the labs designed to emulate the technical problems reported by the customers to find solutions. Provide support through various formalized business systems, network and Internet to customers in response to the reported issues.

Noida Area, India

 Responsible for handling the US based clients for technical issues related to ISP (SBCyahoo now AT&T). Piloted the training schedules & worked on reducing the AHT for the process as a whole. Was member of the team to finalize & structure the call flow for BT ISP process in HCL.

Bachelor'S Degree, Mechanical Engineering, A

Activities and Societies: President : Tarranum 2004 President : Mechnoclique ( A professional group of Mechanical Engineering students ).

High School, +2 Non - Medical, A+

Activities and Societies: Head Boy : 1998 - 1999 Member of various sports teams like Cricket, Basketball, Hockey, Football, Tennis.