Mohammed Asifulla

Span of control – 90 FTE [3 Operations Managers as direct reports]

• Identification and Proactive intervention to prevent Cloud workflow failures (Quote to Order).
• Analyze and cluster failure points to develop strategy and solutions in Collaboration with Corporate Strategy, PMO, Product Development, Deal Management, Booking & Provisioning Center of Excellence to maximize Customer Experience and Retention.
• Engage End Customers to discuss RCA/CAPA on reported escalations and/or seek inputs on pain points to be plowed back to steering committee for solutioning.
• Drove Coach - Player leadership model across my organization and constantly strive toward employee scaling and succession readiness.
• Responsible for securing service delivery across objectives defined and leading review discussions with senior leadership and executives.
• Govern performance evaluation framework for the direct line of business; drive a culture of progression & performance excellence.
• Responsible for resource budgeting and efficiency optimization through RPA, Process, Procedure, and Operating framework changes.
• Consistently maintained direct organization score in excess of 90% in GLINT surveys to gauge Voice of employees.
• Championed an initiative to drive ‘Customer Centricity’ as culture across ‘Quote to Order’ organization.

Span of control – 40 FTE [4 Deputy Managers as direct reports]

• Expanded cross-functional organizational capacity by collaborating on priorities, functions, and common goals across departments.
• Developed and lead short, medium, and long-term business plans to achieve strategic objectives for department.
• Conceived and orchestrated, Self Service (Low Touch – Not Touch) initiative, enabling sales organization with a quicker generation of quotes and contracts; resources optimized by 40%.
• Automated Assignment contract generation process, reducing contract generation time; Improvement by40% & accuracy improved by 6%.
• Facilitate and lead business review meetings with leadership teams and share updates on objective attainment.
• Conducting performance reviews to track business throughput and define steps mitigating opportunities.
• Led an Diversity and Inclusion initiative, Nurture Inclusive Environment (NICE), targeted towards building an inclusive organization [across all career levels].

Span of control – 200 FTE [6 Assistant Managers as direct reports]

• Leader for 4 accounts across Technical & Customer Support, Order Management and Data Integrity and Governance domains.
• Responsible for overall P&L, yielding 40% gross margins across all portfolios. Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
• Transitioned business from client location and scaled from 40 billable seats to 200 seats in a space of 3 fiscal quarters.
• Partnered with stakeholders within client locations to identify opportunities and drive solutions, creating positive throughput, and yielding business value within client organization.
• Facilitate and lead business review meetings with offshore and onshore leadership teams, providing inputs on SLA delivery and discussing strategy on new value propositions.
• Conducting internal performance reviews to track performance and discuss steps for process/SLA improvement.
• Development and retention of key employees, through timely intervention and periodic discussions.

Span of control – 20 FTE [1 Team Lead as direct report]

• Managed technical support for Dell International Services, catering to AMERICAS region.
• Responsible for leading a team of Advanced Resolution Experts (ARE), tasked to provide first-call resolution to premium Dell customers (ELS support channel) and catalyze Customer Experience.
• Drove cost optimization through stringent HW Dispatch review process, exceeding Warranty Cost metric targets.
• Driving productivity across team by constantly monitoring call flow, AUX usage on Avaya, and eliminating non-value add activities
• Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
• Drove Total Solutions initiative and assist organization in attaining sales targets, enabling transition from cost to profit center.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Evaluated and Drove employee performance by Coaching and creating incentives and a positive work atmosphere and administering recognition and rewards programs, increasing quality of work and employee motivation.
• Worked with team on Individual Development plans and upskill competencies, enabling career progression and talent retention

Span of control – 20 FTE

• Accountable for service delivery and Standard Operating Procedures to meet SLA parameters defined by client.
• Transitioned additional work queues from Client location and setup operational desk manuals for seamless delivery from offshore center.
• Enhanced and redefined organizational structure to maintain a competitive edge across work queues and contingent availability.
• Interaction with Customer counterpart on a regular basis for process standardization and discuss automation opportunities.
• Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
• Led a quality team and drove fortnightly calibration sessions with onshore team, to ensure consistency and No variations across audits performed.
• Conducting internal performance reviews to track performance and coach team mates on opportunities identified.
• Development and retention of employees, through timely intervention and periodic discussions on competency scaling.