• Direct the management and development of 15 direct reports and 2 team leads responsible for Breast & Skeletal Health product support.• Oversee the team structure, scheduling plans, staff coverage, performance requirements, engagement plans, and overall training strategy.• Ensure team success by monitoring case trending, call histograms, and productivity measures by tracking key performance indicators.• Act as an escalation point for hot accounts and critical issues.• Collaborate with IT team to resolve technical challenges and improve operational efficiency.• Implement tools and techniques to capture and analyze customer complaints, ensuring timely and effective response to customer inquiries and concerns.• Collaborate with Escalation Engineering, R&D Engineering and Quality teams for knowledge transfer of the team on newer functionalities/releases, product issues, and fixes.• Lead and participate in cross-functional initiatives; built strong cross-functional relationships.• Work with 3rd Party Field Service Vendor and internal stakeholders to deliver an outstanding experience.• Demonstrate a continuous improvement mindset; identified and implemented opportunities to improve troubleshooting, efficiency, or the team’s overall effectiveness.• Assisted project team with implementation of Aquant automation technology to drive cost savings and avoidance targets by improving time between service visits, first-time-fix, part usage, and travel costs.• Realigned expectations, such as specific observations, accurate solutions, supporting part numbers, and TBs.• Create a culture conducive to teamwork, learning, growth, information exchange, and continuous improvement that supported the needs of the team members.• Increased employee engagement and team morale; raised Teams Q12 Gallop scores by 1 full point.• Work well under pressure, while adapting and thriving in a demanding environment.• Gained experience in managing successful remote support teams.

• Coached a team of 17 Performance Engineers responsible for providing remote technical support for Dell’s enterprise and mid-range products.• Led and participated in management of complex customer case escalations and collaborated with Customer Success, Escalation Engineering, Field Services, and cross functional product teams.• Developed customized training program and roadmaps considering business and each employee’s specific needs and goals.• Supported team and monitored service level agreements for technical support of customers, met contractual response times, and ensured team was client-driven, responsive, dependable, technically excellent, and collaborative.• Led and participated in working with other departments to provide initiative-taking, as well as responsive and timely solutions to customer and product issues.• Led, developed, retained, recognized, and rewarded a motivated workforce capable of achieving short- and long-range business objectives within company policies and procedures.• Measured, tracked, and reported team performance against all business KPIs.• Led and participated in cross-functional initiatives focused on serviceability enhancements, process improvement, COS reduction, and NPR/NPI.• Participated in rotating weekend schedule to provide L2/Recovery MOD coverage.

• Provided direct management of 10 Enterprise Customer Escalation Managers for the Midwest division.• Drove the management of escalations for customer critical issues.• Performed daily review of issues within Customer Action Committee (CAC).• Oversaw Hot Accounts, and heightened awareness and executive communication.• Incident Problem Mgmt. (RCA’s, Debriefs).• Voice of Customers. Proven ability to translate customer feedback into strategy and plans that benefit customers and their business.• Represented DELL to the consumer, ensuring that the consumer was completely satisfied.• Interfaced with Executives, Engineering, Sales, Marketing, Customer Service, Field Operations, and Consumers to resolve business and technical concerns on all products and services.• Served as primary liaison to higher level managers--internally and externally.• Oversaw the scheduling, staffing, management, and development of Escalation Management support employees.• Assisted the Transformation Team with Implementation of Business Unit Alignment to develop stronger relationships with remote reactivity and engineering.

• Oversaw a team of 27, made up of Software Support Engineers and Technical Product Leads.• Developed and owned roadmap of team improvements• Lead development of skills and capabilities of the team, plus day-to-day people management (hiring, salary planning, expenses, appraisals etc.)• Held accountability for operation results in terms of performance standards, metrics, and customer satisfaction. • Oversaw the coordination, administration, and execution of technical support programs, projects, process, and performance standards, as well as metrics for the Service Manager (Infra) in the Americas.• Partnered with vendor Cisco to implement escalation policy-workflow that provided a transparent and seamless customer support experience for the customer resulting in a ~15 increase in CSAT and ~25% decrease in Time To Resolution (TTR).• Liaised between consumer and EMC Engineering, Professional Services, Developing Engineering, and Management.

• Managed 21 individual contributors within Global Technical Support and oversaw technical support responsibilities both on-site and via telephone.• Presented and represented Connectivity Global management team at quarterly Cisco-EMC Business Service Reviews.• Developed processes, plans training, and tools preparing global teams for launch to support V-Plex.• Facilitated and led EMC-Cisco Management Break Out sessions to review and closeout QSR action items.• Collaborated in review and content of business plan and implementation of support center in Bangalore, India.• Fostered strong partner relationships with Cisco and Brocade Engineering.• Ensured that technical support programs are current regarding upgrades, new product releases, trends, practices and cost, and that any concerns are escalated in accordance with policy and procedures.