Dinesh Murugan Email and Phone Number

Chief of staff duties (Budget tracking, represent Senior leadership, Voice Insights Action, People Engagement, Work of Future, Operational Reviews)Lead the overall planning and execution of LT staff meetings, Employee Connect, and staff engagement.Plans and directs all administrative, financial and operational activities for the Leader, prioritizes criticalissues & information to facilitate efficient decision making.Serve as a trusted advisor and brainstorming partner to the Leader. Thinks strategically while providingtactical support to implement ideas.Prepare Executive presentations, and other communications for internal and external stakeholders.Take on Stretch Oppurtunities to support Senior Leadership & their team ( HyperX Integration Management Office)Design best in class governance models with Care Center, Digital and Support, Field & Operations teamsResponsible for Governance (PMO) and Operations cadence on Top 5 Priority projectsResponsible for collecting & reporting performance data (BMS, Monthly reports etc.)

Track, Monitor, and report on AIR performance at a WW Executive level in collaboration with key WW/GBU/CS Regional stakeholders Identify & manage resolution of top-quality issues including business impact and corrective actions (Challenge the status-quo as appropriate)Lead/manage key WW cross-functional improvement projects/programsFoster & maintain strong Cross functional relationships working with various stakeholders (GBU/RBU/CS Regions)Demonstrate WW CS Quality subject matter expertise that maintains in-depth knowledge of all quality issues and resolutionsProvide Quality executive briefings /Coordinate content for quarterly reviews between CS and GBU senior leadership

End to End Delivery & performance management by Business Unit(Customer,Financial & Ops Management)Drive Global Initiatives at a Business Unit.Manage complex and large global projects end to end.Aligning,Tracking and communicating the entire portfolio of Programs.Collaborate and influence clients to do what’s right for the organization.Drive Service & Support based efficiency projects at a Global Level.

Managing Employee Life Cycle services and actions associated with them Responsible for end to end Training framework- Such as New hire Training, Process Training, Cross Training, Change Management Training & Employee Development activities. Successful implementation of Training Calendar, 100% adherence to certification and re certification on Process Training. Develop relationships with internal key stakeholders to ensure sponsorship of programs and alignment with current business needs Content Transformation & Development Responsible for Attrition risk mitigation along with Operations manager including Key roles and succession planning Reduction in Cost of Training (bringing in market best practices). Responsible for adherence to Training BPMS (Including ISO and Internal Audits). Review Progress with Operations on monthly basis and publish Monthly Training Dashboards. People Management: Manage a group of Training Specialists and Training Leads. Manage business to budget Develop and manage internal trainer pool to deliver internal programs Creating effective knowledge sharing platform Proactively identify and address change management initiatives and develop and implement plans to address key organizational needs. Account management of assigned towers(Personal Systems ) to strategically align with business outcomes Designed & Reviewed training programs and manuals keeping in mind individual as well as organizational goals Estimated the possible cost of training and managed it in accordance with the budget, keeping in mind return on investments Researched on new and latest techniques that can be introduced in the already existing training process and to develop new ways to bring in more innovation into training methods

Provide direct solution delivery and indirect solution creation within Global Solution Center (GSC)Handling Engineering elevations for solution centers across EMEA Region.Research on new products and feedback to the ODM/Divisions.Project Lead handling in house projects for the PSG GCCB team.Hiring Lead streamlining the hiring process for the PSG GCCB team.Coach, mentor and lead personnel within a technical team environment.Mentoring new support centers captive and outsourced centers

 Design and ratifying training curriculums. Creation of new hire/onboard agent ILT/Student guides. Leading a group of trainers for NA segment. Training New Hires and Cross Training agents on various product lines. Train the Trainer Sessions for New Trainers Part of the recruitment team for interviewing New Hires, Level 2 and Technical Trainers Develop Content for Training Provide New Product Introduction Training Held Conference Calls for Revision of New Hire Training Content Developed Simulation Labs for Product Specific Training Training New Hires on specific process related and product updates

Training New Hires on following areas (Desktop & Portables).*Computer Basics – Advanced configuration.*Installation and Troubleshooting of Windows Operating systems –Windows 95/98/ME/2000/XP.*Installing, customizing and troubleshooting system shipped Software.*Complete Hardware Troubleshooting.*Wireless Installing and Troubleshooting

Was a Training lead managing Training faculties.Corporate Training conducted for HAL on Computer Fundamentals.Was a Technical Demonstrator for Windows 2000 Official Launch from Microsoft at Bangalore.Conducted in house training for students on software packages and operating system.Conducted train the trainer sessions on various software packages.