Oindrila Basu
Bangalore
Summary
Meticulous business leader with 18+ years of experience in operations management, strategic planning, and business intelligence across global teams and diverse cultural environments. Expertise in data analysis, visualization, warehousing, and project management with a strong track record of driving growth in Services, Sales, Risk Management, Channel Governance, Global Audits, and Customer Acquisition. Proven ability to enhance operational efficiency through automation, develop cost-optimization and risk frameworks, accelerate service turnaround, and ensure regulatory compliance. Recognized for leading high-impact analytics teams and aligning data-driven insights with business objectives to deliver measurable outcomes.
Overview
21
21
years of professional experience
Work History
Service Operations Head(Global Business Operation)
Lenovo India
12.2024 - Current
- Led a cross-functional team of Business Analysts, Data Analysts, and Finance Analysts.
- Spearheaded scalable process improvements for the Service GTM strategy and managed operations within Finance Budget.
- Drove operational efficiency by managing 20+ KPIs with 100+ reports and 10+ interactive dashboards.
- Championed automation to accelerate decision-making and smarter execution.
- Forecasted and tracked $50M+ Opex for India Support, analyzing variance drivers.
- Managed business requests, tool enhancements, and platforms including reporting and dashboard tools using Microsoft Forms and Power Automate.
- Managed Field Services partners, automated payout calculations saving 10 manual hours/month, and onboarded new partners via SOWs.
- Enabled near real-time tracking of Parts Consumption KPIs to detect anomalies.
- Increased Parts Redemption by ~6% within 10 days, generating cost savings.
- Established KPIs to monitor digital transformation success and support data-driven decisions.
Sales and Strategy Planning Manager(GBO)
Dell Technologies
01.2023 - 10.2024
- Project Title: Merchandise Project Lead
- Lead the team build weekly sales enablement and lead generation fully automated process for Small Business segment.
- Perform quantitative and qualitative analysis of business analysis of business activities by applying proper analytical techniques.
- Define key metrics. This includes sales pipeline, bookings, cost, Revenue, Units, Margin, QoQ, YoY growth, Attainment%, Conversion%.
- Identify Gap in performance and highlight by doing GAP analysis.
- Conduct market research to identify Pipeline opportunities and mitigate risks in the tech refresh landscape.
Rebate Data Governance Lead(GBO)
Dell Technologies
06.2019 - 01.2023
- Project Title: Channel Rebate Program Eligibility
- End to End automation and Logic building building for governance around Dell Chanel Rebate program.
- Process taken over from a third-party and built capability within Dell. Define metrics and assure data quality to ensure.
- No under pay or over for channel partners. Eligibility of Rebate was dependent on the tool. High visibility project with revenue savings. Managed the complete partner data, salesforce partner. accounts mapping.
Sr. Business Analyst
Dell Technologies
12.2017 - 01.2019
- Project Title: APJ DSP Vendor Billing Tool
- Built a tool with multiple logic, dynamic calculation based on vendor and countries using variables. Which has different check points to identify overpay, under pay for the vendors. Used analytical methodologies to conclude the billing logic. Monthly Billing Runs Automatically, no Manual calculations, Vendor Payments are correctly and timely done.
Sr. Business Analyst (Internal Audit Team)
Dell Technologies
12.2015 - 01.2017
- Project Title: China & Brazil Discounting Risk and Controls Dashboard.
- To monitor pricing discount controls and improve margin visibility for Greater China (GC) Commercial Sales & Enterprise Solutions (CSES) and Small Business (SB). To enhance Discount Approval Matrix (DAM) & special pricing approval process by understanding approval turnaround time and rejection rate. To strengthen the monitoring activity of sales behavior.
Business Analyst Services Analytics
Dell Technologies
11.2012 - 12.2015
- Project Title: Cross Segment Sales Opportunity (Acquisition Integration)
- To Develop an Excel dashboard, capture larger deals to enable the sales team integrate sales of SonicWALL Products and Quest Products along with dell products to enable the sales team.
- Project Title: Quotespro Dashboard
- Developed dashboard to enable the sales team to sell Dell Prosupport Services along with the other dell products.
Business Support Sr. Associate
Dell Technologies
01.2011 - 11.2012
- Project Title: Automated Process for Source to Base Validation for Financial Data
- Validate and analyze financial data on Teradata with the Source order processing systems so that the accounts reporting has the correct Creating problem management records for finding root cause to fix database issues Work with the IT team and business to make sure correct data is published. Create codes on SQL and Oracle for getting data.
Metrics and Reporting Specialist
Dell Technologies
12.2009 - 01.2011
- Automated weekly revenue reports.
- Created revenue comparison reports for different business units.
- Highlights and Lowlights for fetching better revenue for the quarter.
Customer Experience Coordinator
Dell Technologies
06.2008 - 12.2009
- Provide report on cases which has chances of getting negative Customer Experience to help the business to maintain a better customer experience. Approve Dispatches created by the tech support for parts.
Tech Support Expert
Dell International Services
02.2007 - 06.2008
- Troubleshoot for all hardware failures, take complete ownership of the call till the issue is resolved.
Customer Care Officer
Convergys
05.2004 - 02.2007
- Worked for AT&T and Microsoft Service Desk handling calls.
Education
Bachelor of Science - Electronics & Computer Science
Osmania University
Skills
Proficient in SQL and Python for data analysis
Training
- Data science Base Certification -Dell
- Presentation Skills Training
- Python Certification
- Technical Training Workshops
Personal Details
- Oindrila Basu
- Address: #7 Panchanjanyam Santosh Layout Ramurthynagar Bangalore 9886723669
Timeline
Service Operations Head(Global Business Operation)
Lenovo India
12.2024 - Current
Sales and Strategy Planning Manager(GBO)
Dell Technologies
01.2023 - 10.2024
Rebate Data Governance Lead(GBO)
Dell Technologies
06.2019 - 01.2023
Sr. Business Analyst
Dell Technologies
12.2017 - 01.2019
Sr. Business Analyst (Internal Audit Team)
Dell Technologies
12.2015 - 01.2017
Business Analyst Services Analytics
Dell Technologies
11.2012 - 12.2015
Business Support Sr. Associate
Dell Technologies
01.2011 - 11.2012
Metrics and Reporting Specialist
Dell Technologies
12.2009 - 01.2011
Customer Experience Coordinator
Dell Technologies
06.2008 - 12.2009
Tech Support Expert
Dell International Services
02.2007 - 06.2008
Customer Care Officer
Convergys
05.2004 - 02.2007
Bachelor of Science - Electronics & Computer Science
Osmania University
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