Rachna Mohan

Senior Manager overseeing Enterprise Financial & Tax Systems, focusing on People, Process, and Technology

• Manage the $22M Tax Compliance portfolio.
• Lead digital transformation efforts, including CICD, application modernization and incremental product delivery.
• Coordinate with cross-functional teams to ensure excellence in tax compliance and business integration.
• Driving organization operations & efficiencies through automation & enhancements.
• Managed large-scale projects and introduced new innovative systems, tools and processes to achieve challenging objectives.
• Build global high performing, efficient balanced Product teams.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Consistently met or exceeded annual performance targets set by senior leadership.

Managed financial and strategic operations for Global SAP and Data Warehouse technology teams

• Managed financial activities for a $15M budget supporting Dell's $67B commerce platform.
• Managed the Annual Operating Plan (AOP), ensuring that financials stayed within budget.
• Directed program portfolios and collaborated with project managers.
• Reviewed and validated statement of work (SOW) and managed consultant onboarding.
• Handled executive-level communications and represented our organization within IT's Project Management Office.
• Managed strategic plan, Ops Review, QBR's, governance for 200+ organization.
• Implemented and rolled out strategic programs, monitoring their operational effectiveness.

Global Program Manager for End User computing software solution and IT tools

• Defined and implemented optimal processes and tools for projects, serving as the product owner in Agile/SCRUM development.
• Managed project deliverables, including implementation plans, schedules, budgets and risk assessments, ensuring successful product and service launches.
• Led diverse teams across engineering, software, finance, procurement and sales disciplines to drive project success.
• Analyzed data to mitigate risks and effectively managed change in a dynamic global business environment.
• Collaborated with cross-functional teams to develop innovative solutions for complex business challenges, achieving company-wide growth.
• Improved product experience by collaborating with engineering on cost-effective customer-requested fixes and ensuring overall product readiness and performance reporting.

Global Program Manager for Executive Escalations

• Identified opportunities to reduce escalations through close loop corrective action (CLCA), positively impacting Customer Experience (CE) and Net Promoter Score (NPS).
• Created an Early Warning System (EWS) to reduce potential escalations.
• Established a strong governance mechanism to drive customer-centricity.
• Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.

Global training and communications

• Analyzed operational data to create innovative training interventions that improved customer satisfaction.
• Led various communication channels to effectively disseminate critical information to stakeholders.
• Fostered a culture of innovation by continually developing new communication methods.
• Designed campaigns to target specific audiences.
• Developed monitoring plans and evaluated and analyzed communication effectiveness.

Professional development and training of a company's employees

• Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
• Identify, develop and conduct unique training programs and organize high-end professional courses for Global Services partners.
• Designed training programs and professional development courses to facilitate meeting organizational goals and individual professional needs
• Monitored and evaluated training performance to determine quality and cohesiveness.

• Program managed and migrated of British Telecom helpdesk from UK to India.
• Led change management efforts by providing training, support and guidance to affected employees throughout the transition process.
• Developed training materials tailored specifically towards each department's unique needs which helped in streamlining the learning curve as they adapted to new systems.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

• Provided remote assistance to customers, ensuring timely resolution of software and hardware concerns.
• Increased new account acquisitions by actively seeking opportunities for cross-selling credit card products for US bank.

• Worked in various functions like- Coordinator Customer Relations, Supervisor Franchisee Direct Operations.
• Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
• Expanded market reach through strategic partnerships with local businesses, resulting in mutually beneficial collaborations that drove increased sales volume for both parties involved.