Anurag Alan Azariah
New Delhi
Summary
Results-driven project management professional with proven ability to lead cross-functional teams and deliver high-impact projects on time and with success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Expertise in risk management, process optimization, and stakeholder management. Skilled at aligning project goals with business objectives, ensuring continuous improvement and sustainable growth. Adept in strategic planning, process improvement, and fostering a culture of accountability and excellence. Possesses strong interpersonal skills and a passion for mentoring and developing high-performing teams. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Takes a collaborative approach and maintains an unwavering commitment to excellence.
Overview
25
25
years of professional experience
3
3
Certification
Work History
Manager 1 (Projects), Technical Support
Dell International Services Pvt. Ltd
04.2021 - 03.2025
- Spearheaded over 8 high-profile projects with reducing costs by $ 10 million, delivering results on time and successful cost reduction for work orders created online
- Led a cross-functional team of 70 members, focusing on building collaboration, fostering engagement, and optimizing team performance.
- Managed stakeholder expectations and developed strong relationships, resulting in a 12% increase in client satisfaction from 81% and repeat business.
- Implemented agile methodologies, improving project delivery times by 8% and enhancing team productivity
- Introduced process improvements that led to a 28% decrease in project costs and enhanced delivery speed.
- Managed multiple projects concurrently, ensuring all were delivered according to scope, schedule, and budget.
- Managed a project with Customer Commit Group where low performing team members were given a focused and ring-fenced approach towards meeting/exceeding performance metrics
- Collaborated with executive leadership to align project objectives with organizational goals, resulting in a 2% improvement in strategic goal achievement.
- Led project risk assessments and devised mitigation strategies, reducing potential project delays by working on attrition rates and engaging team members.
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Reduced operational costs through comprehensive process improvement initiatives and resource management
- Mentored junior team members for career advancement, helping to increase team productivity and reduce turnover by 32%
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth
- Implemented sustainability initiatives, reducing environmental impact
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
Technical Support Supervisor
Dell International Services Pvt. Ltd
08.2008 - 03.2021
- Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships
- Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers
- Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further
- Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes
- Established communication protocols within the team to promote collaboration and information sharing among colleagues
- Collaborated with other departments for seamless integration of services into existing support infrastructure
- Ramped up the OOP Commercial Business and set processes for commercial customers
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff
- Mentored junior team members, providing guidance and support for their professional growth
- Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team
Technical Support Coach
Dell International Services Pvt. Ltd
04.2006 - 08.2008
- Monitoring and providing feedback to the team on performance enhancement
- Enhanced team performance by coaching colleagues on best practices in customer service
- Championed adoption of new tools or methodologies among peers, accelerating efficiency gains through early adoption efforts
- Increased customer loyalty by consistently delivering exceptional support experiences
- Have received several Technical Support Coach of the month awards
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
Education
B.Com -
03.2003
Skills
- Project Management Methodologies: Agile PMBOK
- Collaborative Team Leadership
- Risk Management
- Process Improvement and Optimization
- Effective Stakeholder and Client Management
- Assessment of Performance Metrics
- Efficient Resource Allocation and Scheduling
- Change Management
- Effective and Collaborative Teamwork
- Quality Control Management
- Business Strategy Formulation
- Proficient Problem Solving
Certification
- Certified Associate in Project Management (CAPM)
- PRINCE2 Foundation
- Microsoft Certified: Azure AI Fundamentals
Personal Information
Timeline
Manager 1 (Projects), Technical Support - Dell International Services Pvt. Ltd
04.2021 - 03.2025
Technical Support Supervisor - Dell International Services Pvt. Ltd
08.2008 - 03.2021
Technical Support Coach - Dell International Services Pvt. Ltd
04.2006 - 08.2008
CJSM University (Formerly Kanpur University) - B.Com,
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