RameshK Natarajan
Sr Consultant - Global Operations Automation Strategist
Bangalore
Summary
Experienced professional with over 28 years of expertise in services industries. Skilled in developing and implementing strategies to optimize processes, automate tasks, and drive business transformation. Proficient in leveraging IT tools to streamline operations and enhance efficiency. Recognized leader dedicated to delivering exceptional results and driving continuous improvement initiatives.
Overview
29
29
years of professional experience
8
8
Certifications
Work History
Senior Consultant - Modern Operations Strategy and Automation Lead
Dell Technologies
03.2025 - Current
- Modernize Operations with AI and Automation
- Intentional AI infusion plans to drive efficiency
- Agentic AI use case refinement and prioritization
- Business architecture plans to integrate into Technology framework
- Designed and deployed automated solution to monitor and deliver Metric Performance impacts with root cause analysis and recommended action plans.
- Automation Road map alignment and prioritization
- Organizational Framework to use Agentic use case
Program Management Director, Global Automation Lead, Strategy Operations Design
Dell Technologies
05.2020 - 03.2025
- Global Lead to develop automated intelligence delivery for support and field operations.
- Develop strategies for data driven intelligence and AI/ML powered automation to enable predictive operations and drive excellence.
- Align strategic priorities to global financial plans
- APJC Business operations Leader to drive support operational excellence.
- Designed and delivered industry award-winning 'ISG Automated Early Warning System' for distressed case management, incorporating workflow automation to achieve a 30% reduction in process defects, a 32% decrease in customer dissatisfaction, and 11% improvement in resolution time.
- Enabled unified single window MS Teams Chat bot
- Achieved Operational Cost avoidance of $1.5M FY22~ FY23, Tracking $ 1.8M run rate for FY24.
- Enabled Gen AI solutions to optimize customer chat and case summarization within CRM.
- Consistently delivered world class support delivery KPI performance for APJC across Enterprise Customer Experience, Cost and resolution.
- Established E2E workflow automation for KPI self-monitoring, Proactive notifications for KPI misses and compliance tracking – Improved response times, optimized workload
- Established Agile Scrum practices for product management and governance
- Led organizational change initiatives that resulted in enhanced business operations and increased employee engagement levels.
Program Management Director, Regional Operations Director
Dell Technologies
10.2018 - 05.2020
- Regional Leader for driving Enterprise support KPI deliverables and enabling transformation initiatives, including IT tools optimization and process mining.
- Provide regional analytics and drive performance management
- Partner with global cross functional leaders to drive standardized support model.
- Attained Best of breed performance on all contact center APJC KPI measures.
- Successfully Transitioned 1.5K CRM users to Sales Force Lightning & Work order processes.
- Unified Dell and EMC regional Business operations, Readiness, and implementation for APJC.
- Improved Japan support center Customer experience and cost by 15~20% through process streamlining
- Fostered a culture of innovation throughout the organization by encouraging creative thinking among staff members at all levels constantly.
Program Management Director, Tools and Technology
Dell Technologies
10.2016 - 05.2018
- Regional Leader to design, implement and sustain contact center IT solutions (CRM. Telecom, analytics)
- Process alignment to meet customer and frontline support journey requirements
- Retired Legacy Tandem and Regional CRM systems across APJ, cost avoidance $4M annually
- Designed and enabled real time SMS customer notifications for service events resulting in 5% reduction in repeat customer contacts
- Transitioned all APJ users to an UX Siebel platform simplifying workflows which improved customer handling times by 8~10%
Senior Manager – Regional Implementation Leader
Dell Technologies
10.2007 - 10.2016
Operations Manager
Dell Technologies
08.2006 - 10.2007
Transition Queue Area Manager
Dell International Services
01.2005 - 08.2006
Coach Manager
Dell International Services
11.2003 - 01.2005
Operations Analyst
Dell International Services
09.2003 - 11.2003
Team Manager
Dell International Services
05.2001 - 04.2003
System Administrator
Natural Remedies Pvt. Ltd.
10.2000 - 05.2001
- Responsible to manage site IT system and resources, administration for multiple sites, ERP deployment
Service Engineer, Service in Charge
Onifras
01.1996 - 10.2000
- Onsite Service Engineer for Onida branded TV’s Moved to regional Leader for 2 yrs involving technical and leadership tactical operations.
Education
Computer
IGNOU
Diploma in Electronics and Telecommunication Engg - undefined
KIET Polytechnic
Diploma in Computer Hardware and Networking - undefined
Skills
- Advance digital proficiency
- Develop Organizational Strategy
- Large Scale Program Management
- Productivity improvement
- Business process reengineering
- Operations management
- Technology integration
- Strategic planning
- Change management
- KPI analysis
Certification
Six Sigma Green Belt
Personal Information
- Date of birth : 15- Feb 1977
- Nationality: Indian
Timeline
Senior Consultant - Modern Operations Strategy and Automation Lead
Dell Technologies
03.2025 - Current
Program Management Director, Global Automation Lead, Strategy Operations Design
Dell Technologies
05.2020 - 03.2025
Program Management Director, Regional Operations Director
Dell Technologies
10.2018 - 05.2020
Program Management Director, Tools and Technology
Dell Technologies
10.2016 - 05.2018
Senior Manager – Regional Implementation Leader
Dell Technologies
10.2007 - 10.2016
Operations Manager
Dell Technologies
08.2006 - 10.2007
Transition Queue Area Manager
Dell International Services
01.2005 - 08.2006
Coach Manager
Dell International Services
11.2003 - 01.2005
Operations Analyst
Dell International Services
09.2003 - 11.2003
Team Manager
Dell International Services
05.2001 - 04.2003
System Administrator
Natural Remedies Pvt. Ltd.
10.2000 - 05.2001
Service Engineer, Service in Charge
Onifras
01.1996 - 10.2000
Diploma in Electronics and Telecommunication Engg - undefined
KIET Polytechnic
Diploma in Computer Hardware and Networking - undefined
Computer
IGNOU
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
NAINIKA NAGIRIMADUGUNAINIKA NAGIRIMADUGU
Sr. Strategic Plan Specialist at Honeywell Technology SolutionsSr. Strategic Plan Specialist at Honeywell Technology Solutions