As Program Manager in the Executive Programs business, I specialize in helping clients maximize the value of their relationships with their strategic customers.

In my role as a Global eCommerce Program Manager, I had the privilege of spearheading the eService CSAT team, and the results were truly remarkable. We achieved record-high Customer Satisfaction (CSAT), Customer Effort Score (CES), and Completion of Purpose (CP) ratings.My approach involved harnessing the power of data analysis to pinpoint areas for enhancement in projects, products, and the entire customer journey.One of my proudest achievements was driving the adoption of CSAT, CE, and CP as the primary key performance indicators (KPIs) not only within Dell Digital but also among key partner organizations in Global Tech and Care support.It's been a journey of transformation and tangible impact, and I'm excited to bring this expertise to new challenges.Below listed are some of my achievements till date:► Collaborated with multiple teams across various business units and P&L owners to ensure the use of relevant data, resulting in a 1370 basis points increase in CSAT from FY17 (51.2%) to FY23 (64.9%).► Partnered with the VoCaas team to identify "blind spots" in the customer journey and developed and implemented 20 micro-surveys to pinpoint areas of opportunity for stakeholders to prioritize projects and funding.► Implemented significant cultural and procedural changes to prioritize the customer experience, resulting in a 14% increase in customer satisfaction.► Worked with quality teams and product managers to reduce dissatisfaction (DSAT) by implementing data-driven initiatives.

Within this job role, I established implementation methodology and optimized project management processes, leading to a 20% increase in customer satisfaction rate and a reduction in project delivery time.Below listed were my key accomplishments:► Improved project efficiencies by creating implementation processes, procedures, checklists, and verification templates, resulting in a success rate of 95% and a 30% reduction in deployment time.► Spearheaded and managed technical programs and initiatives, overseeing scope, schedule, and resources resulting in a 20% increase in project efficiency and a 15% reduction in project costs.► Cultivated strategic relationships with over 15 customer project teams, resulting in 90% increase in customer retention rate.

In my capacity as a Senior Manager, I had the privilege of leading the Siterra Telecom Support organization, with a focus on fostering a culture of excellence, innovation, and unwavering customer satisfaction.I took the helm in formulating, overseeing, and executing a series of initiatives aimed at enhancing our operations.We brought operational analytics and reporting into the equation, using data-driven insights to shape our support documentation, fine-tune business protocols, and ultimately reduce customer attrition.It's been a rewarding journey, and I'm excited to leverage this experience for future endeavors in pursuit of operational excellence and customer-centric solutions.Following were my pivotal accomplishments under this role:► Attained a 20% boost in efficiency and a 10% reduction in the average handling time for support tickets through the documentation of best practices.► Engineered efficiencies and standardization in business procedures and operations, leading to a 20% reduction in costs and a 10% increase in revenue.► Pioneered the creation of career advancement tracks and guided team members for personal growth, resulting in heightened employee engagement and reduced turnover rates.

In my role as a Customer Success Manager, I had the privilege of leading the charge in designing the customer success advocate strategy for Dell Software Group's most significant enterprise accounts on a global scale.The outcomes were truly remarkable – we witnessed a remarkable 20% enhancement in customer satisfaction and retention rates.By crafting and executing a meticulously tailored success plan, we achieved a remarkable 25% upswing in the adoption and utilization of Dell Software Group's products and services over the subsequent business year.It's been a journey of customer-centric innovation, and I'm eager to apply this expertise to new challenges in the ever-evolving landscape of customer success.Here is my potential working in this job:► Liaised with cross-functional departments - Dell Software support, product management, engineering, professional services, onboarding, training, and sales teams - to proactively tackle customer issues, resulting in a 15% reduction in customer churn.

Oversaw the development and management of a high-performing team of global Enterprise Technical Support engineers, resulting in a 20% improvement in customer satisfaction ratings and a 15% reduction in overall support ticket volume. Recognized for exceptional Tell Dell results FY14 and 15—Rock Star status (scored 100% favorable on the Inspiring Leader item for FY14 and FY15). • Analyzed customer needs and internal data to identify gaps in support resources and knowledge sharing and implemented a new training program that improved first-call resolution rates by 25%.► Spearheaded creation and execution of demand reduction initiatives and proactive support programs, which produced a 30% decrease in support ticket volume and a 10% increase in customer retention rates.► Implemented a career development and mentoring program that resulted in a 40% reduction in employee turnover, improved team morale, and enhanced overall productivity.

Developed and managed cross-functional technical team leaders that provided exceptional coaching and guidance to frontline agents, resulting in a 30% reduction in average time to close (TTC) and a 20% increase in technical satisfaction (TSAT) scores. Awarded FY14 “Dell Champion”. Awarded FY14Q3 VP Team of the Quarter for Enterprise. .► Delivered 25% decrease in customer escalations and 15% improvement in first contact resolution via communication channels.► Oversaw process changes that drove improvement in customer interaction and issue resolution for individuals and teams.

I Managed a team of entry level and senior technicians who are responsible for diagnosing and troubleshooting Global SaaS Services for DDM, Hosted SharePoint, and Dell Cloud on Demand► Monitored queue metrics to ensure service delivery goals are met (i.e. Case Ownership, Customer Experience, Time to Resolve, Escalation/Assistance rate, CSAT, and TSAT). ► Managed to and delivered on application SLAs.► Analyzed help desk performance (KPI, OSAT, TSAT, CE) using various statistical and reporting methods.► Identified innovative ways to serve and delight customers► Facilitated feedback to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.► Escalation Manager – All customer escalations/complaints were handled by me. I call the customer and use the experience to improve process and how we serve our customers.► Led and participated in projects.► Collaborated with Product Group, Vendors, and other Stakeholders to stay abreast of strategy, portfolio goals, and technology trends.

Technical Program Manager responsible for engineering and implementation of Email Continuity, Archiving, Wireless Continuity, and other SaaS offerings for Enterprise Customers. Managed► Ensured deployments were successful and customers delighted, while finding ways to increase adoption and usage of Dell’s Saas offerings.► Drove customer action by planning the customer journey, collecting achievements, and measuring the value achieved to ensure a successful outcome.► Delivered and managed go-live timeline ensuring all internal, external, and contractual deliverables were met.► Provided a seamless experience throughout the customers’ onboarding journey.► Created and delivered customer training programs and materials, such as webinars, documentation, and instructional videos.

Messageone EMS & Alertfind Acquired by Dell Technologies

(Formerly Mi8)Led a team of Engineers and Architects responsible for Client server uptime, server patches, and Data center expansion. ► Responsible for Client Escalations, Change Management, Incident Management, RCA (root cause analysis) and ISO 9000 Compliance. ► Developed an on-call system that reduced on-call pay and erroneous alerts.► Managed and ensured the delivery of application SLAs. I also maintained and optimized the company's networks and servers, oversaw data backup and system security operations, managed installations, upgrades, and configurations of hardware and software. Additionally, I assessed system performance and recommended/deployed improvements. Lastly, ► Resolved issues that were escalated by frontline agents. ► Controlled costs and budgets regarding IT systems.