Anand K. R.

Moved as Manager 1, Technical Support on 20th December 2018 till date.

• Talent Acquisition:

Spearheaded the recruitment process, successfully attracting and onboarding top-tier talent.

• Training & Development:

Designed and implemented comprehensive training programs, significantly enhancing team skills and performance.

• Mentorship:

Provided strategic guidance and support, fostering professional growth and development among team members.

• Regional Management:

Directed operations and performance across INDIA and ANZ regions, ensuring alignment with organizational objectives.

• Chat Queue Optimization:

Managed and optimized the entire chat queue, ensuring efficient and effective customer support.

• AI Integration:

Led the implementation of AI technologies for case summary calibration, improving accuracy and operational efficiency.

• Business Transition:

Orchestrated the transition of outsourced business to in-house operations, yielding $600K in benefits.

• Performance Excellence:

Drove business performance to achieve the #1 position in the APJ region, quarter on quarter.

• Champions Quadrant:

Consistently recognized as part of the Champions Quadrant in TELL DELL for all six years of managerial experience, demonstrating excellence and leadership.

• ISO Certification (International Organization for Standardization Certification):

Ensured compliance with ISO standards to maintain high-quality management systems.

Managed the certification process, including audits and documentation, to achieve and retain ISO certification.

Implemented best practices and continuous improvement initiatives to meet ISO requirements.

Coordinated with various departments to ensure adherence to ISO standards across the organization.

• Business Continuity Program (BCP):

Developed and maintained a comprehensive Business Continuity Program to ensure operational resilience.

Identified potential risks and created contingency plans to mitigate the impact of disruptions.

Conducted regular BCP drills and training sessions to prepare employees for emergency situations.

Ensured seamless business operations during unforeseen events, such as natural disasters or technical failures.

Collaborated with cross-functional teams to establish recovery strategies and maintain critical business functions.

For over 2+ Years responsible for India Business Certificates and Business Continuity:

Oversaw the ISO certification process for the India business, ensuring compliance with international standards.

Led the development and implementation of the Business Continuity Program to safeguard business operations.

Coordinated with internal and external auditors to maintain certification and readiness for any situation.

Provided leadership and guidance to ensure the organization was prepared for and could recover from disruptions.

Ensured that all business units were aligned with the BCP and ISO standards, maintaining operational excellence.

Promoted to QL/L2, Technical Support in 2014.

• Managed various challenging queues and teams.
• Instrumental in solving business and technical queries to Business, Customers and Teams.
• Devise and evaluate methods and procedures in handling customer escalations.
• As business expanded, Went on business travel to set up support teams in Gurugram in 2016.
• Compiling and presenting Business Continuity Plan.
• End to End Management in achieving customer satisfaction.
• Point of contact for India business projects, presenting at the APJ level.
• Chosen to manage the Service Level Elevation Queue (SLEQ), overseeing all English-speaking voice queues round the clock.
• Held multiple roles in SLEQ, including Manager, Quality Lead/L2, Dispatch Analyst, and Escalation SPOC, achieving significant success.

Moved to Dell India Services Pvt Ltd in October 2008

• Supported consumer and SMB units in a pilot project.
• Achieved the highest revenue in paid software support, another pilot project
• Key person to implement promoting and sync escalations to Fusion. Tool made to bypass email escalation.
• Managed all executive escalations as the sole manager, handling both mailboxes and the Fusion Tool.
• Point of contact for the sales team, optimizing seed unit performance to meet customer needs/standards.

Joined Dell International Services on October 18, 2004

Completed 2 months of intensive training in technical and communication skills.

• Supported desktop computers for Canadian customers starting December 20, 2004.
• Selected for the portable system support pilot project based on performance.
• Successfully transitioned to wireless support, another pilot project, due to outstanding performance.
• Member of the CE 90 Club, For consistently achieving customer satisfaction scores of 93-95% quarter on quarter.
• Maintained a repeat dispatch rate (RDR) of 0% for over three quarters, leading to the role of dispatch case SPOC for the entire business.