Manjunath. B
Bangalore
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Project Management Analyst
Dell
Bangalore
01.2022 - 02.2023
- Achieved project deadlines by coordinating with contractors to manage performance.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Analyzed project performance data to identify areas of improvement.
- Reported regularly to managers on project budget, progress and technical problems.
Resolution Expert
Advanced Resolution Group
01.2015 - 12.2021
- Handle Executive escalations that reach Dell corporate office, BBB and Attorney general and Floor Escalations which have EE triggers
- Have been sending updates to ELT’s on the outcome of the escalations that have been assigned from their end
- Escalations SPOC with ARG team for second level escalations
- Prioritizing cases as per the severity and working on an expedited resolution
- Ensuring ownership of incidents and service requests until closure
- Co-ordinate and guide teammates to interact with all consumer business segments like sales, marketing, E-dell, customer care, order support, manufacturing, logistics vendors, Service vendors, DFS, Fraud, engineering team, Quality control, legal, ARB, gift card, coupons and with other Escalation group to expedite requests for a faster resolution with customer centricity
- Data sampling received from analytics team based on all consumer segment customers across all departments are scrubbed and critical cases updated
- Week on week 125 scrubs are done and updated
- Proactive identification of issues and updating them and if required handling them until resolution
- Co-ordinate and interact with all consumer business segments like sales, marketing, E-dell, customer care, order support, manufacturing, logistics vendors, Service vendors, DFS, Fraud, engineering team, Quality control, legal, ARB, gift card, coupons and with other Escalation group to expedite requests for a faster resolution with customer centricity
- Weekly governance calls are arranged to discuss EE attributes and disputes and challenges raised by the concern sites.
- Cultivated interpersonal skills by building positive relationships with others.
- Ran errands and provided general office support in a professional environment.
- Paid attention to detail while completing assignments.
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Client Technical Support Associate
Dell International Services
12.2010 - 01.2015
- Handled inbound calls in ELS, S3R3 and DTC inbound Queue
- Mentored TQ team to handle calls in DTC
- Trouble Shooting on Hardware Issues on Inspiron, XPS, and OptiPlex systems such as BSOD errors, No Post, No video, HDD failures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
Subject Matter Expert
Aditya Birla Minacs Pvt. Ltd
11.2009 - 12.2010
- Worked on both Phone and broadband lines.
Customer Service Executive
Andromeda Marketing Services Pvt. Ltd
12.2007 - 08.2009
- Achievements
- Honored with an “Certificate of Excellence” on annual CX Day for Zero DSAT
- Awarded twice in the quarterly QBR for outstanding overall performance
- Won the award for “Agent of the Segment” in FY19Q3
- Won the award for “CE Star of the Segment in FY19Q1
- Place : Bangalore B.Manjunath
- Internal Use - Confidential
Education
MBA -
Mangalore University
Mangalore B. Com - undefined
Mangalore University, PES College
Skills
- Certified under cloud computing foundation from Exin through Dell
- Expert knowledge in support policies for Americas & technical troubleshooting of Dell Products such as wide range of personal computers, data storage devices, software, computer peripherals and wireless products
- Good team player
- Confident, energetic and possesses leadership qualities
- Exceptional technical and communication abilities
- Good feedback and coaching skills
- Active Listening
- Team Bonding
- Business Process Re-Engineering
- Project Management Process
- Service Quality
- Performance Improvement
- Complex Problem-Solving
- Processes and Procedures
- Customer Feedback
- Functional and Business Requirements
Timeline
Project Management Analyst
Dell
01.2022 - 02.2023
Resolution Expert
Advanced Resolution Group
01.2015 - 12.2021
Client Technical Support Associate
Dell International Services
12.2010 - 01.2015
Subject Matter Expert
Aditya Birla Minacs Pvt. Ltd
11.2009 - 12.2010
Customer Service Executive
Andromeda Marketing Services Pvt. Ltd
12.2007 - 08.2009
MBA -
Mangalore University
B. Com - undefined
Mangalore University, PES College