Amit Kalani
New Delhi
Summary
Strategic Program Management Advisor with 17+ years of experience in strategic planning, risk management, and stakeholder engagement. Proven track record of driving program success through effective communication, leadership, and problem-solving. Committed to exceeding project objectives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Management Advisor
Dell Technologies
Gurugram
04.2022 - Current
- Orchestrated creation and rollout of transformative plans in the Consumer Support Group
- Conducted analysis of market trends about industry-specific programs
- Identified strategies for reducing contact volume through detailed investigation
- Enabled operational improvements through team collaboration
Created comprehensive digital workflows for better customer experiences - Created and updated detailed project plans, schedules, and budgets
- Uncovered inefficiencies within operative procedures affecting the program delivery timeline
- Assisted teams to adhere to schedules
- Engineered tools aimed at assessing customer satisfaction with the programs
- Identified key areas for service enhancement through consistent feedback review
- Boosted organizational accountability through precise metrics tracking
- Leading Agile and Scrum environments, overseeing mentor circles, career counseling, and CSR initiatives
- Addressing difficult organizational problems with targeted, effective data solutions
- Driving improvement projects focused on enhancing operations and workplace environment
- Earned numerous accolades for advancing Shift Left methodologies
- Honored with numerous Inspire Extraordinary awards
Tier 2 Technical Support Engineer
Dell Technologies
Gurugram
10.2018 - 03.2022
- Assessed current operations, identifying areas for potential process improvements
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions
Streamlined technical troubleshooting through systematic evaluation techniques - Facilitated training sessions for new technology implementations
Provided support and coaching to employees on a variety of topics, including job performance, conflict resolution, and career development - Monitored employee performance metrics to identify potential issues before they arise
- Led performance review sessions regularly
- Established appropriate disciplinary actions when necessary according to established policies
- Created monthly reports summarizing the results of coaching activities, which were presented at management meetings
Tier 1 Technical Support Coach
Dell Technologies
Gurugram
11.2014 - 09.2018
- Facilitated team meetings to ensure efficient communication
- Managed team with a focus on exceptional customer service
- Mentored team members to build confidence and foster a supportive environment
- Monitored performance metrics of employees to identify areas of improvement for individuals or teams
- Developed practice plans tailored to individual needs as well as team development requirements
Client Technical Support Associate/Senior Associate
Dell Technologies
Gurugram
10.2009 - 10.2014
- Addressed customer inquiries related to technical issues
- Documented detailed problem diagnoses & resolutions
- Monitored progress of service requests from start to finish
- Provided critical support as part of an after-hours on-call team
Customer Care Executive/Senior Associate
IBM Daksh Pvt. Ltd.
Gurugram
10.2007 - 10.2009
- Maintained effective customer service through prompt responses
- Fostered aloyal client base through continuous engagement and support
- Investigated and addressed customer concerns promptly
- Provided actionable feedback from customers to managers
Education
MBA - Finance And International Business
Amity University
Noida01-2010
B.Com (P) -
Delhi University
New Delhi01-2006
High School -
Bal Bharati Public School
Rajinder Nagar, New Delhi01-2005
Skills
- Strategic Planning
- Proficient in Agile Project Management
- Product Lifecycle Management
- Operational Process Management
- Analytical Thinker
- Structured Problem Solving
- Team Leadership
- Clear Verbal and Nonverbal Communication
- Performance Oriented
- Avid Learner
- Solution-Focused Consultation
Certification
- Management: Foundations of Leadership, Operational Manager, Hiring Manager, Service Desk
- Project Management: ITIL, ACP, PSM I
- Technology Training: Power BI, Call Miner for Voice Analytics
- CompTIA A+ Certified Hardware & Software Specialist
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2
Accomplishments
- Earned several Michael Dell Award for outstanding customer service
- Earned numerous accolades for advancing Shift Left methodologies
- Honored with numerous Inspire Extraordinary awards
References
References available upon request.
Timeline
Program Management Advisor
Dell Technologies
04.2022 - Current
Tier 2 Technical Support Engineer
Dell Technologies
10.2018 - 03.2022
Tier 1 Technical Support Coach
Dell Technologies
11.2014 - 09.2018
Client Technical Support Associate/Senior Associate
Dell Technologies
10.2009 - 10.2014
Customer Care Executive/Senior Associate
IBM Daksh Pvt. Ltd.
10.2007 - 10.2009
MBA - Finance And International Business
Amity University
B.Com (P) -
Delhi University
High School -
Bal Bharati Public School
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