Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Work Preference
Timeline
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C Pradyumna

C Pradyumna

Advisor Financial Analysis at Dell Technologies
Hyderabad

Summary

Results-driven professional with 16 years of experience in technical support, order management, and financial analysis at Dell Technologies. Adept at process optimization, data analytics, and team leadership, consistently driving operational performance improvements, cost reductions, and enhanced customer satisfaction. Proficient in Power BI, Excel, and RPA implementation, leveraging data-driven decision-making and cross-functional collaboration to consistently deliver measurable business results.

Overview

16
16
years of professional experience
3
3
Certification

Work History

Advisor Financial Analysis - Global Cash Flow

Dell Technologies
02.2023 - 03.2025
  • Responsible for providing Global financial analysis and support to Global Cash Flow teams
  • Delivered global financial analysis and strategic support to Cash Flow teams using Agile methodologies, ensuring iterative delivery and stakeholder collaboration
  • Developed and maintained interactive Power BI dashboards using DAX, MySQL, and Excel; applied Agile principles for incremental development and rapid deployment of analytical tools
  • Achieved a 15% reduction in Global Open Cash ($31M) within three quarters by applying Agile practices to support continuous improvement and data-driven decision-making
  • Created an Open Cash Balance Scorecard for transparent KPI tracking and performance management, incorporating weighted metrics and historical data to support goal setting
  • Coached Business Analysts to align with strategic business objectives and enhance understanding of organizational goals
  • Standardized Order Management processes across global teams using Agile frameworks to improve collaboration, process consistency, and delivery speed

Manager - Order Management

Dell Technologies
08.2019 - 01.2023
  • Responsible for managing and optimizing order management operations, including a team of 20-25 individuals
  • Led end-to-end order processing in the India Region achieving zero customer return rate
  • Managed daily operations with a focus on productivity, backlog reduction, and execution of orders
  • Mentored a team of 20-25 professionals, increasing productivity by 20%
  • Reduced order processing time from 0.5 days to 0.2 days and optimized handling times for commercial (13 minutes) and retail orders (10 minutes)
  • Implemented RPA (Robotic Process Automation), cutting handling time by 5 minutes for retail orders
  • Improved Global First Pass Yield to 92% (4% improvement) through process reviews and collaboration with Stakeholders
  • Developed training materials and conducted onboarding for consistent performance
  • Successfully facilitated the promotion of six team members to Senior Order Specialist roles, fostering career growth

Manager - Technical Support

Dell Technologies
08.2016 - 07.2019
  • Managed and motivated large teams, fostering customer-centric approaches and operational excellence
  • Managed teams of 25-35 members, cultivating customer-centric culture with high satisfaction scores
  • Maintained 90% Customer Satisfaction score over seven consecutive quarters for NA Premium Queue
  • Achieved 110% productivity rate as a team through effective leadership and management
  • Led productivity improvements for NA Premium Queue, achieving 85% Service Level and reducing AHT to 37 minutes (target: 40 minutes)
  • Implemented automated IVR outbound process, enhancing customer experience by 3% and reducing outbound calls by 5% leading to cost savings
  • Established 'Resolve or Escalate' approach for effective issue resolution and improved customer experience

Technical Support Coach & Associate

Dell Technologies
12.2008 - 07.2016
  • Led and mentored technical support teams, managing escalations and improving team proficiency
  • Led and mentored technical support teams, providing support for complex hardware and software issues
  • Managed teams of 15-20 support engineers handling over 2500 blended calls monthly
  • Enhanced team resolution by 10% as a Coach, exceeding performance goals and reducing Average Handling Time in premium queues
  • Implemented training programs to enhance team proficiency and problem-solving capabilities
  • Managed escalations, serving as a liaison between customers and internal departments
  • Developed performance management frameworks, improving satisfaction and productivity metrics

Education

Master's Degree - Computer Application

Osmania University
05.2008

B.Sc. - Computer Sciences

Osmania University
05.2005

Skills

  • Operational Excellence
  • Data Analytics
  • MySQL
  • Microsoft Power BI
  • Advanced Excel
  • Data Visualization
  • Technical Support
  • Performance Management
  • KPI Optimization
  • Process Improvement
  • Team Leadership
  • Order Management
  • Dynamics 365 ERP Fundamentals
  • RPA(Automation) Implementation
  • Agile Methodologies
  • Scrum

Certification

  • Certified Scrum Master (CSM) - Certification course provided by Scrum Alliance
  • Microsoft Certified: Power BI Data Analyst Associate PL-300 - Expertise in transforming data into actionable insights using Power BI tools
  • Udemy: SQL - MySQL for Data Analytics and Business Intelligence - Expertise in data extraction, cleaning, and analysis using MySQL for business decision-making
  • Dynamics 365 Fundamentals Finance and Operations Apps (ERP) MB-920 - Introduces the basics of Dynamics 365 Finance and Operations apps, focusing on essential ERP functions like finance and operations management

Accomplishments

  • Team and Leadership Awards - Recognized as the Best Team Manager in 2017 and 2021 and honored with the Michael Dell Champions Award in 2014 for exceptional performances and exceeding performance goals
  • Enhanced Global First Pass Yield to 92% (a 4% increase) through process reviews and strategic collaboration with stakeholders for APJC Region
  • Led productivity initiatives for the NA Premium Queue, achieving an 85% service level and reducing AHT to 37 minutes, surpassing the 40-minute target
  • Achieved a 15% reduction in Open Cash, equivalent to $31 million, within three quarters by providing regular reviews and actionable insights to regional stakeholders
  • Implemented RPA (Robotic Process Automation), cutting handling time by 5 minutes for retail orders
  • Implemented an automated IVR outbound process, enhancing customer experience by 3% and reducing outbound calls by 5% leading to cost savings

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

HybridRemoteOn-Site

Timeline

Advisor Financial Analysis - Global Cash Flow

Dell Technologies
02.2023 - 03.2025

Manager - Order Management

Dell Technologies
08.2019 - 01.2023

Manager - Technical Support

Dell Technologies
08.2016 - 07.2019

Technical Support Coach & Associate

Dell Technologies
12.2008 - 07.2016

Master's Degree - Computer Application

Osmania University

B.Sc. - Computer Sciences

Osmania University
C PradyumnaAdvisor Financial Analysis at Dell Technologies