Since Jan’05 with Dell International Services as Team Manager- Call Centre OperationsKey Deliverables as TMDrove Operational Excellence Procedures across various (Voice Processes)Ensured Consistent Service Delivery & 100% target delivery Oversaw operational processes viz., Headcount Planning, Workflow, Inbound Sales Operations and QualityReviewed Key Operations metrics on a weekly basis with Operations Heads & initiate corrective actions on opportunity areasUndertook responsibilities of removing less logical procedures in processes thereby reducing processing timeIdentified improvement areas and implementing adequate measures to maximize customer satisfaction levelClient focus & Customer Interface- Weekly & Monthly Governance Review with Manager on Call Centre PerformanceSuggestions & feedback discussion with team members on weekly basis to improve process efficiency People Management - Floor Motivation, People Development & Retention > 85% of employeesCollaboration- with different departments to ensure all customer & employee related issues get resolvedBuilding Operational efficiencies- through end-to-end process improvements, value adds & eliminating process gapsNoteworthy Accomplishments:Instrumental in kicking off Outbound Sales Operations for new Qs, contributed to Process Standardization, Problem Solving Approach, Continuous Improvement Techniques and Knowledge ManagementDeftly increased Sales target achievement from $4.5 to $7.5 MPC and ensured consistent sales & service deliveryChampioned in establishing innovative methods of training leading to significant reduction in time to train

Key Deliverables as Trainer Plan along with the Operations heads the monthly training calendar & concept. Ensure identification and analysis of training needs in coordination with other functional and category managers. Strategizing, planning, co-coordinating & monitoring of the entire training function, Structuring, Facilitating and Delivering Training ProgramsDeveloping Internal Training Resources, planning and Conducting Trainings – technical training, motivational Training, Sales Training, Customer Care trainings, Team Building trainingResponsible for mitigating and eliminating gaps in training occurring due to issues or concerns with Process Knowledge, identify the knowledge gaps and suggest/implement the suitable development plans to bridge the gap in partnership with the Operations ManagerCreate and implement a learning & development plan for the training team to continuously learn new things related to training, develop long term and short term development plans which are align to employees aspiration and Organization requirements.