Hi, I’m
Harita Malhotra
Chennai
Overview
20
years of professional experience
Work History
Dell Technologies
GLOBAL OPERATIONS MANAGER
04.2022 - 08.2023
Job overview
- Managed a global team of more than 30+ project management and academy coordination professionals, spanning diverse locations including India, China, Taipei, Malaysia, Bratislava, and LATAM
- Led a team hierarchy comprising Project Analysts, Project Leads, Team Leads, and Academy Coordinators
- Orchestrated efficient operations while situated in India as the Manager.
Practo Technologies Pvt Ltd
OPERATIONS MANAGER
04.2016 - 06.2017
Job overview
- Responsible for all Operational SLAs and KPIs, Retention, Profitability, Growth, Cost to serve, Transformation, Innovation, and client engagement
- As an operations Manager, led a business comprising more than 100 team members, including software product specialists, Senior Team Managers, Team Managers, Supervisors, and Technical Advisors
- Maintained vigilant oversight of process performance, identifying opportunities for enhancement, and enacting appropriate measures to optimize customer satisfaction.
Hewlett Packard
Unit Manager
07.2011 - 03.2016
Job overview
- As a Unit Manager, leading a team of ~ 150 (Consumer strategic center) who were servicing different product line (Ink, Desktop and Laptops) Process Implementation and Stabilization across all partner sites
- Succeeded in project transition ramp seamless migration of business processes; spearheaded Global Operations in Voice and E-Mail for North America and the Philippines
- Distinction of setting up Hewlett Packard Partner Centre at SITEL&MOA in the Philippines.
Dell Financial Services
Resolution Specialist & CE Coach
09.2003 - 06.2011
Job overview
- Monitored a team engaged in Financial Analytics and sustained efforts for bettering customer satisfaction through regular calls (partly US Based on Voiced Process)
- Evaluated areas of improvement & provided critical feedback on improvements
- Worked with BPI Team and undertook projects on CSAT, Late fees, Fin Charges, Attrition, and Transport
- Directed 1st project from DFS (BLR) on 'Late Fee' with savings of $162k which was selected for BPI Expo
- Brought changes in the audit mechanism by creating new forms aligned to surveys, quality framework with CLCA
- Maintained (360-degree management) Feedback Scores of over 93% consecutively for 3 years
- Associated with DELL ESQ for three years as Team Lead, started off as a financial consultant, and then moved as Escalation Specialist
- Got promoted as a Resolution Specialist in DELL Financial Services
- Responsible for managing a team of 24 sales consultants and motivating them to meet financial and quality metrics as per business targets in US Region.
Education
St Thomas Degree CollegeHyderabad
Bachelor of Commerce from Accountancy
06-2000
Skills
- Global Delivery
- Strategic Alliances & Partnerships
- Contract Management
- Sales and Negotiations
- Employee Engagement & Retention
- Operational Excellence
- Customer Centricity
- Business Planning
- Resource Optimization
- Project Management
- Budgeting
- Transition Management
- Team Building & Leadership
Accomplishments
- Best manager award quarter on quarter for 2 years (2011 -2013).
- Innovation Award for leading the project (OOW) and saving 2 million – Kevin Rollins Award
- Voice of workforce (360-degree management) Feedback was over 90%. (The year 2022- 97%)
- Awarded as a 'Pride builder' for the best feedback given by the team
- Initiated and completed the 1st project from DFS (BLR) on 'Late Fee' where saving was shown for $162K. This project was also selected for the BPI Expo in Hyderabad.
Timeline
GLOBAL OPERATIONS MANAGER
Dell Technologies
04.2022 - 08.2023
OPERATIONS MANAGER
Practo Technologies Pvt Ltd
04.2016 - 06.2017
Unit Manager
Hewlett Packard
07.2011 - 03.2016
Resolution Specialist & CE Coach
Dell Financial Services
09.2003 - 06.2011
St Thomas Degree College
Bachelor of Commerce from Accountancy