Strategy, planning, and implementation consultant: • Partner structural modernization. Facts and alternates-based recommendations, enabling workload and headcount optimization• Defined and implemented partner support RACI model, across 25 sites in 11 countries• Designed work from home framework. Enabling long-term strategy (site rationalization, hybrid & fully remote models), enabling remote operations for 6.5k outsourced heads across 12 countries.• Transformational programs. Native language emails translated to English via AI with 95% accuracy, customer experience of 80%. • GIG economy. Developed evaluation framework to adopt crowdsourcing model – successfully onboarding 2 market leaders to support our online customers.Transitions Lead: • Transitioned 7 new sites, in 8 countries, and 20 languages, bringing in 2k incremental headcount.• Established global standardizations - Transition playbook, Transition Queue 2.0, Dell Unified Onboarding Program, etc.• Globally implemented a new CRM (Salesforce) for 10k heads across Dell badge and partner

As a Sr. Project Manager in EMEA PMO, I'm responsible for deploying projects for consumer & SMB segments in both English & native language regions.Work with vendor/marketing for product scope & deploymentCoordinate with Global L3 Org on project scopingCoherently manage multiple heterogeneous projects across multiple locations

- Kaizen for voice of customer & inputs to stakeholders.- Streamlining the scrub & root causing mechanism- Variation Reduction- Audit & feedback mechanism to the business- Effective Internal customer relation management- Managing the cost and time constrains of the project.- Quarterly MCEP planning for the key metrics & Identify gap and opportunities from MCEP and drive process simplification.

- Responsible for overseeing technicians diagnosing, troubleshooting, and repairing computer systems, software systems, or application.- Spend most time coaching, mentoring, call monitoring, and ensuring solid communication across entire team.- Ensure that technicians are current with the latest upgrades and/or new releases. - Provide guidance to employees in meeting objectives. Work is reviewed by management. - Administer company policies that directly affect subordinate employees. - Assist technicians to achieve the highest level of performance against the departmental standards through monitoring, coaching and counseling.- Provides leadership on the Revenue delivery for his team by skillful and innovative pitching of the products with the customers- Assist the Area manager to assure that section performance goals as defined in the operational/financial plans are successfully achieved.- Focused on driving results and developing as a leader. Works with AM to develop leadership, coaching and mentoring skills.

-Managing a team of 40 colleagues in a 24x7 on-line hardware / software technical voice process. Reporting to the Manager Operations.- I was managing a 40-member e-support team. Herein, I was handling a complete LOB with the help of 3 L2’s reporting to me. My key objective is to improve C.Sat and TPR (Tot. Prob. Resoslution)for the web process.

Responsible for providing tech support for Desktops, on h/w & s/w issues in a US based technical voice process. Reporting to the Manager – Ops.- An excellent track record of delivering customer satisfaction and first time resolution to customers. I achieved laid-down, process-specific targets, and was in the top 20 agents (out of a total of 500 agents in vTitans). - Handling high volumes, experience of ~9000 calls.- Actively participated in COPC awareness and certification team