Thu Le Email & Phone Number

Round Rock, Texas, United States

As the Product Manager of Allocadia (Uptempo), I led the strategic integration and automation of marketing technology tools to drive operational efficiency and improve budget management. My focus on cross-functional collaboration, data integration, and seamless reporting across Marketing, IT, and Finance enabled enhanced transparency and decision-making. By delivering customized onboarding programs and aligning cross-team efforts, I empowered data-driven decision-making and contributed to improved marketing outcomes.• Marketing Technology Integration & Stakeholder Management: Led automation of tools (Allocadia, Salesforce, Workfront, Power BI, Vistex/Ansira) through API connections, driving 20% time savings for budget activities, campaigns, and vendor funding in a unified platform.• Customized Onboarding & Training: Achieved a 98% utilization rate by executing a tailored onboarding process with thorough training and documentation, ensuring alignment with marketing processes and driving tool adoption.• Cross-Team Collaboration & Taxonomy Standardization: Standardized 10 taxonomy fields across four marketing technology platforms (Allocadia, Salesforce, Workfront), optimizing campaign management. Led change initiatives, gained stakeholder support, and mitigated disruptions during updates.• Budget Oversight & Financial Integrity: Implemented accurate budget tracking systems, achieving a 95% definitive source of truth for spend data, ensuring alignment with the Annual Operating Plan (AOP) and General Ledger (GL).• Data Integrity & Quality Assurance: Developed health checks to maintain data accuracy and integrity, ensuring continuous alignment with business objectives and compliance standards.• Data Integration & Reporting Collaboration: Facilitated integrating spend data from Uptempo into Dell Data Lake, creating a source of truth through collaboration with Marketing, IT, and Decision Science teams, enabling impactful reporting for informed decision-making.

Round Rock, Texas, United States

As a Marketing Technology Product Manager for over 3 years, I effectively drove financial oversight and process optimization to enhance operational efficiency within the marketing organization. My key accomplishments include:• Process Optimization and Budget Oversight: Managed a $7 million Marketing Operations Support budget, identifying cost-saving opportunities through financial planning and process improvement, while balancing budget management with cross-functional team needs.• Compliance, Auditing, and Financial Integrity: Ensured compliance with financial regulations and governance processes for spending by conducting quarterly pre-check audits and thorough annual audits, maintaining 100% compliance globally. Achieved a 15% reduction in discrepancies through proactive fraud prevention measures, with an accuracy rate of 95%. Maintained financial integrity through clear communication with stakeholders.• Data Visualization and Reporting: Led reporting processes using Excel, Tableau, and Power BI, enhancing data visualization for stakeholders. Provided actionable insights to teams and optimized reporting tools to meet cross-functional needs.

Round Rock, Texas, United States

As a Data Analyst and Reporting Specialist with over 4 years of experience, I have successfully led analytical projects and optimized reporting tools to drive operational efficiency and enhance data accuracy for marketing and sales teams. My key accomplishments include:• Data Analysis and Reporting Optimization: Led analytical projects, gathering requirements and optimizing data-driven decisions within the Global Commercial Business Organization. These efforts led to a 10% increase in new customer acquisition and a 15% improvement in retention rates. I spearheaded initiatives to improve data accuracy and reduced report generation time by 30%. Managed third-party vendor relationships to ensure timely and accurate deliverables, enhancing stakeholder satisfaction.• Cross-Functional Collaboration for Data Insights: Strengthened collaboration with Marketing, Sales, and BI teams to gather critical requirements and address reporting inefficiencies. Leveraged Excel and SQL to extract and manage data from sources like Salesforce, supporting global marketing and sales initiatives aligned with Go-To-Market (GTM) strategies. Partnered with IT teams to optimize analytic tools, achieving a 15% increase in operational efficiency.• Vendor and Budget Management: Managed third-party vendor relationships to ensure consistent, timely deliverables. These efforts improved data accuracy and reduced report generation time by 30%, saving 195 hours per quarter. These enhancements allowed for more informed decision-making and saved time at the executive level.

Round Rock

As a skilled professional in metrics reporting and data management, I have a proven track record of enhancing sales performance through strategic data initiatives. My key accomplishments include:• Metrics Reporting and Data Management: Developed Public Marketing Scorecards, enabling sales teams to monitor critical KPIs such as conversion rates, customer acquisition costs, and customer lifetime value. Managed data accuracy for federal channel sales metrics, achieving 80% user adoption and reducing report generation time by 20% through automation and standardization using tools like Tableau.• Third-Party Vendor Management: Ensured 100% compliance with partner certification requirements, maintaining the integrity of the Dell brand and fostering strong relationships with key stakeholders through effective third-party vendor management.

Round Rock, Texas, United States

As a results-driven Data Analyst , I specialize in executive reporting and performance analytics that drive business-critical decisions. My expertise lies in developing actionable scorecards and fostering cross-functional collaboration to enhance operational efficiency and customer satisfaction. Notable accomplishments include:• Executive Reporting and Training: Developed SMB Executive reporting scorecards critical for leadership decision-making. Trained 5 new analysts in creating high-quality, actionable scorecards, improving the team’s analytical capabilities.• Operational and Agent Scorecards: Created operational scorecards to monitor call center performance using key metrics such as First Call Resolution and Customer Satisfaction, which contributed to improved service quality and operational efficiency.• Performance Metrics: Maintained Dell’s customer experience ratings at 85% by delivering weekly scorecards that utilized Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), driving customer satisfaction improvements.• Proactive Issue Resolution: Reported on Repeat Dispatches to monitor recurring hardware issues, enabling product engineers to proactively implement fixes, reducing repeat customer calls and preventing escalations.

Round Rock, Texas, United States

As a dedicated Process Design and Team Management professional with extensive experience managing DPS profiles for over 10,000 users, I have successfully enhanced operational efficiency and customer satisfaction in a fast-paced call center environment. My strong analytical skills and ability to foster cross-functional collaboration have resulted in significant process improvements and high-performance metrics. Notable achievements include:• Process Design and Efficiency: Managed DPS profiles for over 10,000 users, ensuring consistent updates and passing quarterly Ernst & Young audits. Collaborated with developers to create an audit tool, reducing time spent on manual updates and streamlining the auditing process globally.• Customer Service and Call Center Metrics: Monitored key call center metrics, including a 5-minute average handle time, first call resolution, and an 85% customer satisfaction score. Implemented process improvements that optimized performance and enhanced customer satisfaction.• Team Collaboration and Engagement: Fostered team morale by organizing offsite meetings and potlucks, contributing to a positive team culture as a "Fun" team member. Led Scrub teams responsible for call audits and data accuracy while facilitating weekly Early Life Support (ELS) meetings with Product Engineers, Global Technical Analysts, and MCRs to improve communication and problem-solving.• Functional Reporting and Analysis: Developed functional reports for the Early Life Support team and collaborated with developers to implement Xtrack reporting, improving data management and operational insights. Assisted peers in meeting service agreement standards, enhancing team knowledge and skills.

Round Rock, Texas, United States

As a dedicated Technical Support Specialist with a proven track record in providing second-level technical support for a diverse range of Dell products, I have consistently delivered high-quality service while achieving a 95% customer satisfaction rating. My ability to quickly learn new materials and effectively troubleshoot hardware and software issues has been instrumental in supporting commercial and enterprise customer accounts. Notable accomplishments include:• Technical Support Excellence: Provided second-level technical support for a wide range of Dell products, including printers, Axims, flat-panel televisions, MP3 players, and computer systems. Delivered effective hardware and software troubleshooting via inbound calls and chat, ensuring high-quality service delivery.• Training and Development: Trained and mentored over 50 new technicians, ensuring consistent, high-quality service. My hands-on approach fostered a culture of excellence within the team, enhancing overall performance and customer satisfaction.• Process Optimization and Documentation: Volunteered to launch a new chat program, creating pre-step documentation with troubleshooting steps that agents could easily use for common computer issues. This initiative improved response times and efficiency in resolving customer queries.• Data Management and Reporting: Managed data scrubbing for the Early Life Support (ELS) department and organized daily calls for presentation charts, contributing to accurate reporting and analysis of service performance metrics.• Team Collaboration and Culture Building: Served on the Winning Culture Committee, fostering camaraderie among technicians and promoting a positive work environment that strengthened team morale and collaboration.