Moses Arul Kumar S

In my capacity as the Country Lead for India CCOE Services Sales – CSB, I garnered recognition for my exceptional efficiency, adeptly surmounting reporting challenges, and driving substantial growth in both revenue and margins, achieving impressive results on both a quarterly and yearly basis

Key Result Areas:

• Led team of services coaches as point of contact (POC) between product teams and services sales, consistently exceeding SRU targets on quarterly and yearly basis
• Orchestrated collaboration between consumer and small business INBOUND teams to ensure effective attachment and integration of services, providing guidance and coaching through team of coaches
• Directed day-to-day operations of call queues by overseeing team of coaches, which included
• Conducted regular training, coaching, and feedback sessions with ISRs across multiple inbound channels (Voice, Chat, CSMR, SB)
• Monitored call quality, email etiquette, and adherence to SLAs within team, with continuous improvement guided by my coaching team
• Took charge of customer service escalations, ensuring resolution and closure through coordinated efforts
• Collaborated with marketing and merchandizing teams to strategize and execute activities that supported objectives of offline CCOE inbound team, leveraging team of coaches
• Spearheaded upselling initiatives to consistently meet and exceed quarterly targets, relying on efforts of team of services coaches
• Produced comprehensive weekly Business Management System (BMS) reports and presented performance updates on weekly, monthly, and quarterly basis, reflecting collective achievements of coaching team
• Was accountable for delivering revenue and margin targets as defined for each quarter, utilizing expertise and dedication of team of services coaches.
• Exercised leadership capabilities by successfully motivating and inspiring others.

Spearheaded comprehensive program management, strategically driving India's Services Sales Team {Team Size: 68 Members}

• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Distinguished by my role as meticulous Merchandiser, I specialize in optimizing profitability through strategic price setting, comprehensive range management, and artful curation of POSM materials
• My portfolio extends to crafting compelling service content for demand generation marcom, complemented by seamless orchestration of end-to-end vendor relationships

Key Highlights:

• Orchestrated seamless day-to-day operations of multiple projects, culminating in successful facilitation of services product sales across diverse channels
• Earned distinguished "Silver Award Certification" for exemplary engagement in Q2 programs and received coveted "Director's Special Award" for enhancing deliverables by optimizing critical processes.
• Project Lead for successful launch and management of Dell Store's Online NPOS Store and APOS Store, effectively bolstering direct sales, buybacks, and E-Tail business prospects
• Notably, I championed EAN Code creations to further augment our retail offerings and long term compliance strategy
• Adeptly examined, reviewed, and perpetually monitored service attach rates and services revenue per unit for segment
• This proactive approach safeguarded against unforeseen profit fluctuations, as I meticulously scrutinized both existing and emerging SKUs to sustain our unwavering focus
• Pioneered introduction of new revenue streams by meticulously driving end-to-end projects
• From conceptualizing roadmaps and setting precise goals, to assembling high-performing teams and defining unambiguous roles, I ensured flawless execution
• Rigorously scrutinizing project quality and identifying risks, I masterminded successful launches and sustainable initiatives
• Adeptly developed and implemented pivotal policies, business strategies, and plans that consistently facilitated realization of overarching organizational goals
• My astute guidance was pivotal in shaping a progressive and goal-oriented environment
• Amplified business growth by ingeniously structuring organization, propelling entire team to deliver 'best-in-class' - customer experience across all touchpoints of services sales
• Spearheaded comprehensive sales operations encompassing "Carry-In Service Centers & Out Of Warranty," streamlining processes for enhanced customer experiences within warranty
• Additionally, I deftly devised upselling strategies for Out of Warranty scenarios, further elevating customer engagement and revenue.

• Nurtured and led India CSB Sales Team, invigorating growth and fostering high-performance culture.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
• Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
• Discussed sales strategies and promotional plans with VP of Sales on regular basis.
• Attained exceptional outcomes from information technology sales team by effectively communicating expectations, meticulously planning, monitoring, and appraising performance, and fostering professional development

Garnered the esteemed "Dell Circle of Excellence Award" for consistently outstanding performance, and proudly stood as the "India Platinum Club Winner" for four consecutive quarters, showcasing unwavering achievements

• My tenure witnessed a remarkable augmentation in sales growth, achieved by skillfully driving diverse sales metrics such as Penetration, Attachment & Conversion Rates, Talk Time, Account Tapping, and enhancing the overall Customer Experience
• This multi-faceted approach played a pivotal role in the success of every ISR within the segment

Key Contributions:

• Distinguished myself as the go-to Point of Contact (POC) for all crucial weekly business review presentations and reports
• My expertise ensured the seamless dissemination of vital information, fostering a well-informed and responsive operational environment
• Demonstrated prowess as a Project Lead for QFINITI, a pioneering call recordings tool launched for the first time in India
• I orchestrated the creation of a unique epicenter for the entire Sales Organization, meticulously aligning access levels to hierarchy
• This strategic move enhanced transparency and efficiency across the board
• Assumed the critical role of Single Point of Contact (SPOC) for Stock On Hand (SOH), exemplifying comprehensive end-to-end management
• My strategic oversight significantly reduced SOH, underscoring commitment to optimizing resource utilization
• Applied expertise to elevate the segment's Net Promoter Score (NPS) data by meticulous scrubbing and analysis
• By channeling feedback to the relevant teams and persistently pursuing lasting solutions, I notably improved the NPS scores of the SMB team
• Elevated Team Performance and Operational Excellence:
• Underpinned by a strategic blend of comprehensive sales metrics management and diverse leadership initiatives, I consistently enhanced team performance and operational excellence

• Managed and Sold Diverse Product Portfolio Across PAN India for Small & Medium Clients & Partners
• Proficiently oversaw and successfully marketed wide-ranging product portfolio, encompassing Servers, Storages (EqualLogic, Compellent & PowerVault), VMware solutions, Laptops, Desktops, Workstations, Monitors, Projectors, and an array of services
• This strategic management spanned across entirety of PAN India, achieving impactful sales outcomes and fostering lasting customer relationships.
• Attained sales quotas consistently through tenacious dedication to always seeking new business and efficiently closing sales.
• Incorporated new products seamlessly and integrated offerings into routine sales calls.
• Serviced accounts regularly to keep revenue high and capitalize on cross-selling opportunities.
• Collaborated with suppliers to fulfill customers' routine inventory needs and handle special requests.
• Captured business by explaining, demonstrating and highlighting products through conversations and formal presentations.
• Attained prestigious "Sales Bronze Certifications" for sustained excellence throughout FY10 - FY15
• Secured title of "Best Sales Representative" for impressive streak of five consecutive quarters (FY10 - FY11), consistently showcasing exceptional sales prowess
• Recognized with "Best Services Contribution Award" and honored as "Best S&P ISR" for remarkable high-volume sales achievements in FY10.

• Managed sales of Software & Peripherals in conjunction with Services offerings
• Developed and delivered engaging sales presentations to convey product benefits.
• Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Trained and mentored new sales representatives.

• Demonstrated expertise in overseeing spectrum of assignments, skillfully executing conferences, networking events, product launches, team-building retreats, and immersive training sessions
• Led holistic event design, meticulously crafting brand identity, and devising communication strategies that resonated with intended audience
• Orchestrated seamless audio-visual production and precision script writing, ensuring events were captivating visual and narrative experience
• Masterminded logistical arrangements with meticulous attention to detail, optimizing every facet of event execution
• Displayed astute financial acumen, skillfully managing budgets and conducting vendor negotiations to achieve cost-effective and high-impact solutions
• Championed exceptional client service, cultivating enduring relationships and delivering results that surpassed expectations.
• Managed administrative logistics of events planning, event booking, and event promotions.

• Credit Cards Sales -DSO (Vasanth Nagar Branch)}
• Team Size: 25 Field Executives
• Region Managed: Karnataka
• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.

• Team Size: 120 down line distributors Product Size: Over 90
• Regions Managed: Southern States
• Worked effectively in fast-paced environments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Assisted with day-to-day operations, working efficiently and productively with all team members.