Syed Bilgrami

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.

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.

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.

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.