Manish Kumar
Consultant, Sales Operations
Summary
Accomplished in driving operational excellence and client satisfaction, I leveraged analytical skills and stakeholder management at Dell Technologies to enhance service delivery and operational efficiency. Demonstrated adaptability by implementing continuous improvement strategies, resulting in significant client success. Excelled in teamwork, fostering collaborative environments that propelled project completion rates and client satisfaction metrics.
Overview
25
25
years of professional experience
4
4
Certifications
Work History
Consultant - Sales Operations
Dell Technologies
10.2018 - Current
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Implemented best practices to optimize clients'' organizational performance, leading to improved operational efficiency.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Advised clients on change management strategies to ensure smooth transitions during periods of organizational transformation.
- Negotiated contracts on behalf of clients, securing favorable terms that contributed to their overall success.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
-
Account Service Manager Senior Advisor
NTT DATA Services
08.2016 - 10.2018
- Demonstrated strong leadership skills by effectively managing account management teams, resulting in improved performance and employee engagement.
- Optimized account management processes for increased efficiency and streamlined communication between departments.
- Managed a diverse portfolio of accounts, adapting to unique business requirements while maintaining high levels of service quality.
- Earned accreditation and certification in ITIL Service Operations as senior advisor.
- Generated reports detailing findings and recommendations.
- Devised and implemented processes and procedures to streamline operations.
Account Manager Service Advisor
Dell Services
02.2015 - 07.2016
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Educated clients on new products or services to increase customer engagement with brand.
Technical Support Manager
Dell
05.2011 - 01.2015
- Developed and implemented training initiatives for new hires.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Increased customer satisfaction ratings to [Number]%.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
Technical Support Manager
Dell
12.2009 - 04.2011
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Tracked KPIs and created continuous improvement plans.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Increased customer satisfaction ratings to [Number]%.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
Deputy Manager of Operations
Wipro BPS
02.2009 - 11.2009
- Improved operational efficiency by streamlining processes and implementing best practices.
- Conducted regular audits to ensure compliance with regulatory requirements and internal policies.
- Led process improvement projects that resulted in increased efficiency and reduced waste within the operations department.
- Enhanced customer satisfaction by addressing issues promptly and implementing service improvements.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Increased profit by streamlining operations.
Deputy Manager of Operations
Wipro BPS
09.2002 - 01.2009
- Improved operational efficiency by streamlining processes and implementing best practices.
- Conducted regular audits to ensure compliance with regulatory requirements and internal policies.
- Enhanced customer satisfaction by addressing issues promptly and implementing service improvements.
- Led process improvement projects that resulted in increased efficiency and reduced waste within the operations department.
- Managed a team of professionals, providing guidance and support for their career development.
- Spearheaded employee training programs focused on fostering a culture of continuous learning and professional growth.
Software Engineer
DishnetDSL
01.2000 - 10.2001
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Maintained existing software systems by identifying and correcting software defects.
Education
Masters in Computer Applications - Computer Science
Government Engineering College
Jabalpur06.1999
Bachelor of Science - Computer Science
St. Aloysius College
Jabalpur 06.1996
Skills
Teamwork and Collaboration
Stakeholder Management
Pipeline Management
Problem-solving abilities
Adaptability and Flexibility
Analytical Skills
Reliability
Continuous Improvement
Contract Negotiation
Additional Information
PMI membership ID -
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Certification
Leadership EDGE Program by Indian Institute of Bangalore & Dell Technologies
Interests
Reading Urdu poetry, cooking and long walks
Timeline
Leadership EDGE Program by Indian Institute of Bangalore & Dell Technologies
09-2021
Consultant - Sales Operations
Dell Technologies
10.2018 - Current
ITIL® Intermediate Certificate in IT Service Operation
12-2017
Account Service Manager Senior Advisor
NTT DATA Services
08.2016 - 10.2018
ITIL® Intermediate Certificate in IT Operational Support and Analysis
05-2016
Account Manager Service Advisor
Dell Services
02.2015 - 07.2016
ITIL® Foundation Examination
12-2013
Technical Support Manager
Dell
05.2011 - 01.2015
Technical Support Manager
Dell
12.2009 - 04.2011
Deputy Manager of Operations
Wipro BPS
02.2009 - 11.2009
Deputy Manager of Operations
Wipro BPS
09.2002 - 01.2009
Software Engineer
DishnetDSL
01.2000 - 10.2001
Masters in Computer Applications - Computer Science
Government Engineering College
Bachelor of Science - Computer Science
St. Aloysius College
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