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تم إلغاء حظر المستخدم بنجاح
Syed بيلجرامي, Project/Program Management Advisor (Program Manager)

Syed بيلجرامي

Project/Program Management Advisor (Program Manager)·Dell

الهند

بكالوريوس, Business Management

الخبرة العملية

مجموع سنوات الخبرة: 11 سنوات, 2 أشهر

Project/Program Management Advisor (Program Manager)

يناير 2011 - فبراير 2014

Dell

بنغالورو، الهند

يناير 2011 - فبراير 2014

Key Accomplishments:
• Proactively solicited and listened to Customer Feedback to improve Customer Experience in the North American Region; successfully managed to reduce Customer Effort as validated by the Customer Experience Score (CES); first time resolution rates improved by 11% from 81% to 92%
• Building dynamic Stakeholder Management Plans by collaborating with different teams (Operations, Sales, Finance, Field Services, IT, Marketing, Analytics, Online, Legal and Outsource Partners); providing fast, flexible and practical deployment solutions.
• Deployed effective business development strategies to improve Point of Need Revenue by more than 100% to exit at $15 Million despite weak demand.
• Strategically planned program delivery to improve Net Promoter Score by +25 Points from +6 to +31.
• Delivered on operational/financial KPI’s to be ranked among the “Top 2 Program Managers" across site and attained year end Performance Rating of “Great”; selected for Leadership Development Session.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
الإدارة

Senior Operations Manager

يناير 2007 - يناير 2011

Dell

بنغالورو، الهند

يناير 2007 - يناير 2011

Key Accomplishments:
• Promoted to the position of Senior Operations Manager from Operations Manager to manage technical support & sales operations business.
• Supervised and mentored a team of 50 Associates to answer technical questions in a cost effective manner to enhance profitability of the entity.
• Organized operations of a warranty team of 20 Associates; worked out first time resolution for most of the out of warranty Dell Customers and generated significant out of warranty revenue to self-finance Dell’s Contact Center Operations.
• Enhanced out of warranty revenue by an unprecedented 200% from $2.1 to $6.5 per transaction; awarded Six Sigma Green belt certification for delivering savings of $0.5mn in out of warranty revenue.
• Ranked as "Champion Managers" for 2 Consecutive Years with Tell Dell Scores (Feedback Scores) of > 85%.
• Played a pivotal role as a member of the Strategy Team in setting future contact center business strategies.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
الإدارة

Customer Experience Analyst/Coach

يناير 2005 - يناير 2007

Dell

بنغالورو، الهند

يناير 2005 - يناير 2007

Key Accomplishments:
• Administered training to team members on Dell’s Quality & Compliance Procedures; closely monitored performance to ensure alignment of service quality with Six Sigma Standards.
• Collaborated with numerous personnel across a wide variety of functions and operations to outline performance gaps; conducted root-cause analysis, worked out solutions and supervised implementation to establish a Zero Surprise Environment.
• Enhanced capability of the Operations Team to handle complex problems by organizing coaching and mentorship activities to train them on using continuous improvement tools i.e. Lean and Six Sigma.
• As Pilot Member-Dell New Site Launch Team, conducted more than 1000 hours of trainings to acquaint employees from Associate till the VP level on Dell’s Quality & Compliance Procedures.
• Recognized on numerous forums for administering seamless coaching and training to Dell’s employees.
• Recommended by Line Manager to represent Site/ Business on designing Dell’s Quality Audit Framework.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
الإدارة

Senior Technical Support Associate

يناير 2003 - يناير 2005

Dell

بنغالورو، الهند

يناير 2003 - يناير 2005

Key Accomplishments:
• Organized operations of the Technical Support Division and established high performance standards to ensure that all callers were given the necessary assistance and their issues were resolved to their ultimate satisfaction.
• Critically analyzed available data and endeavored to develop a strong understanding of the issues at hand; encouraged application of a fact based decision making approach aligned with the shared goals and values of the entity.
• Conducted extensive orientation workshops on technical/policy related matters for the new joiners to ensure ease of adjustment into the environment and be aware of the expectations that the entity had from them.
• Recipient of the Helios Award for maintaining the highest resolution rates of 92% across the segment.
• Recommended by Line Manager for an interactive session with Michael Dell to discuss strategic issues related to financial and operational performance.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
الإدارة

التعليم

Madurai Kamraj University

نوفمبر 2004

نوفمبر 2004

بكالوريوس، Business Management

الهند

Additional Qualifications: • 2011: Six Sigma Green Belt Certified (Dell International Services) • 2008: Certificate in Project Management (IIT - Delhi) • Certified Project Management Professional (PMI) • Completed Various Leadership Modules (Dell Harvard Mentor Program)

Skills

Six Sigma
Expert
Six Sigma
Expert
Change Management
Expert
Change Management
Expert
Program Management
Expert
Program Management
Expert
Project Management
Expert
Project Management
Expert
Management Consulting
Expert
Management Consulting
Expert
Analytical, Problem Solving, Decision Making, Negotiation & Time Management
Expert
Analytical, Problem Solving, Decision Making, Negotiation & Time Management
Expert
Agile Project Management; Business Process Excellence; Process Analysis & Six Sigma
Expert
Agile Project Management; Business Process Excellence; Process Analysis & Six Sigma
Expert
Partner Management; Interlock with Outsource Partners & Operational Readiness Assessment
Expert
Partner Management; Interlock with Outsource Partners & Operational Readiness Assessment
Expert
Partner Management; Interlock with Outsource Partners & Operational Readiness Assessment
Expert
Partner Management; Interlock with Outsource Partners & Operational Readiness Assessment
Expert
Project Planning & Budgeting; Risk Management; Variance Analysis & Critical Path Analysis
Expert
Project Planning & Budgeting; Risk Management; Variance Analysis & Critical Path Analysis
Expert
Engage Virtually & Globally; Resolve Conflicts; Drive Effective Communication & Inject Energy/Drive
Expert
Engage Virtually & Globally; Resolve Conflicts; Drive Effective Communication & Inject Energy/Drive
Expert
Program Governance; Actionable Delivery Plans; Costing and Budgeting & Risk Assessments
Expert
Program Governance; Actionable Delivery Plans; Costing and Budgeting & Risk Assessments
Expert
Program Governance; Actionable Delivery Plans; Costing and Budgeting & Risk Assessments
Expert
Program Governance; Actionable Delivery Plans; Costing and Budgeting & Risk Assessments
Expert
Customer Service Operations, Social Media Operations, Net Promoter Score, Customer Experience Survey
Expert
Customer Service Operations, Social Media Operations, Net Promoter Score, Customer Experience Survey
Expert
Online Sales & Revenue Optimization, Project Management-Resource Planning
Expert
Online Sales & Revenue Optimization, Project Management-Resource Planning
Expert
Project Implementation Strategies, Tracking & Turnaround specialist, Training & Corporate Quality
Expert
Project Implementation Strategies, Tracking & Turnaround specialist, Training & Corporate Quality
Expert
Six Sigma
Expert
Six Sigma
Expert
Change Management
Expert
Change Management
Expert
Program Management
Expert
Program Management
Expert
Project Management
Expert
Project Management
Expert
Management Consulting
Expert
Management Consulting
Expert

اللغات

الانجليزية

متمرّس

العضويات

Project Management Institute (PMI)

Member

June 2013

التدريب و الشهادات

الشهادات
PMP Certified Professional
Jun 2014 - Jun 2017

التدريب
PRINCE 2 Certified Professional
N/A