Sarvesh Anandaram
Global Defect Lead
Bangalore
Work Preference
Summary
Dynamic technology leader with over twenty two years of experience at Dell, specializing in cultivating and motivating high-performing teams across diverse cultures and regions. Currently overseeing a team of more than 140 technical experts in the APJ and EMEA regions, with a commitment to enhancing customer experience through capable teams and efficient processes. Expertise in Lean Six Sigma methodology has transformed complex technical challenges into opportunities for innovation. A focus on compassionate leadership fosters an environment of transparent dialogue and collaboration. Recognized with accolades such as the Stevie Business Innovation Award for implementing centralized support solutions, success is measured by empowering team members and delivering exceptional outcomes for customers.
Overview
22
22
years of professional experience
7
7
Certifications
4
4
Languages
Work History
Global Defect Find Lead (Senior Principal Engineer)
Dell Technologies
11.2024 - Current
- Lead the Global Defect Team in the identification, tracking, and prioritization of recurring defects in the Customer Support System, thereby facilitating the implementation of targeted resolutions.
- Ensured efficient defect reporting and follow-ups by streamlining communication pathways between the Engineering, Technical Support, and Tools departments.
- Achieved a quantifiable decrease in the number of recurrent defects by implementing preventative and corrective measures across cross-functional teams.
- Optimized technical solutions through constant quality monitoring, ensuring timely treatment of reoccurring issues andresulting in a 15% reduction in defect rate
- By reducing customer service escalations, improving system reliability, and addressing defect fundamental causes, operational costs were optimized.
- Enhanced team collaboration and accountability, resulting in quicker resolution cycles and a contribution to the overall efficiency of the organization.
Senior Manager, CTE (Centralized Tech Expert)
Dell International Services India Private Ltd
01.2019 - 11.2024
- Led a team of over 140 members in 10 countries across APJ and EMEA, enforcing initiatives that resulted in a 20% increase in customer satisfaction.
- Developed and executed the Centralized Tech Expert (CTE) process, which resulted in ISO certifications for two sites and global process alignment.
- Uniformed subregional English support queues into a global model, thereby enhancing operational efficiency and reducing resolution time by 20%.
- Collaborated with cross-functional teams to integrate outsourced partners, ensuring compliance with global standards and meeting business objectives within record timeframes.
- Executed solutions that optimized costs and enhanced team efficiency by analyzing key performance metrics to identify process gaps.
- Acquired esteemed accolades, such as the "Game Changer" award, for pioneering global initiatives that improved team performance and service quality.
Technical Manager 2
Dell International Services India Private Ltd
02.2018 - 12.2019
- Supervised a team of 25 Level 2 technical experts, improving customer experience and reducing warranty costs by 15%.
- Led global efforts to standardize case management processes, lowering average handle time (AHT) and increasing operational efficiency.
- Executed a smooth partner transfer, training and mentoring outsourced teams to accomplish business objectives in a timely manner.
- Encouraged collaboration with sales and product development teams to match customer support tactics, resulting in higher client satisfaction.
- Proposed technological process enhancements will result in better resource utilization and lower operational costs.
- Won the coveted "Everest" VP award for outstanding stakeholder management and meaningful business results.
Quality Principal Engineer
Dell international services private ltd
10.2015 - 01.2018
- Implemented solutions that enhanced Net Promoter Scores (NPS) by 10% by working with cross-functional teams to investigate systemic product quality issues.
- Designed strategies to mitigate risks associated with product quality issues, while considering the impact on customer satisfaction and the cost of defects (COD).
- Led end-to-end quality improvement projects, collaborating with Global Operations and Product Groups to increase the reliability of products.
- Developed and applied customer quality review processes that provided actionable insights that resulted in increased client retention and a reduction in warranty costs.
- Streamlined quality management processes, resulting in significant cost reductions without sacrificing customer experience.
Technical Support Manager 1
Dell International Services India Private Ltd
11.2012 - 10.2015
Technical Support Supervisor
Dell International Services India Private Ltd
12.2010 - 10.2012
Technical Training & Sales Analyst
Dell International (India & UKI COMMERCIAL)
11.2009 - 11.2010
Technical Support Coach 2
Dell International (UKI COMMERCIAL)
05.2007 - 10.2009
Technical Support Coach 1
Dell International (UKI Consumer)
12.2005 - 04.2007
Tech Support Representative
Dell International (US CONSUMER)
04.2003 - 11.2005
Education
Bachelor of Engineering - Mechanical Engineering
MVIT College of Engineering
Skills
Leadership & Team Management
Certification
EDGE Leadership Program – (Dell / IIMB)
Accomplishments
- Global Leadership: Led a team of 140+ technical experts across 10 countries in APJ & EMEA, achieving a 20% improvement in customer satisfaction scores through strategic initiatives.
- Operational Optimization: Unified subregional English queues into a global support model, reducing case resolution time by 15% and enhancing service efficiency.
- Award-Winning Leadership: Received prestigious recognitions, including the "Everest" VP award and "Game Changer" accolade for impactful global initiatives.
- Process Implementation Certification (The Steve Award for Innovation): Implemented and sustained the Centralized Tech Expert (CTE) process, earning ISO certifications for two sites and internal certification for the global team.
- Cost Savings: Delivered significant cost optimizations by reducing Average Handle Time (AHT) and improving dispatch rates, leading to better warranty cost management.
- Talent Development: Promoted 60% of team members by implementing structured development plans, fostering a high-performance culture recognized for excellence.
Awards
Everest Award (the highest VP Recognition), Silver Awards (2) & Bronze Awards (6), Tell Dell Champion (6 consecutive years), Dell Game Changer Award (2 times), The Stevie Business Innovation Award 2019
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Global Defect Find Lead (Senior Principal Engineer)
Dell Technologies
11.2024 - Current
Senior Manager, CTE (Centralized Tech Expert)
Dell International Services India Private Ltd
01.2019 - 11.2024
Technical Manager 2
Dell International Services India Private Ltd
02.2018 - 12.2019
Quality Principal Engineer
Dell international services private ltd
10.2015 - 01.2018
Technical Support Manager 1
Dell International Services India Private Ltd
11.2012 - 10.2015
Technical Support Supervisor
Dell International Services India Private Ltd
12.2010 - 10.2012
Technical Training & Sales Analyst
Dell International (India & UKI COMMERCIAL)
11.2009 - 11.2010
Technical Support Coach 2
Dell International (UKI COMMERCIAL)
05.2007 - 10.2009
Technical Support Coach 1
Dell International (UKI Consumer)
12.2005 - 04.2007
Tech Support Representative
Dell International (US CONSUMER)
04.2003 - 11.2005
Bachelor of Engineering - Mechanical Engineering
MVIT College of Engineering
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