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Work Background
NI (National Instruments)Consultant - Services Strategy & Transformation
May. 2023Executive Consulting for Global Post-Sales Services Transformation strategy and execution.
Strategic Planning & Investments
Transformation roadmap creation & Execution (Portfolio, Services Engineering and Service Delivery)
Business Unit Relationships and GTM
WorkdaySr. Director- Business Strategy & Operations
Aug. 2021 - May. 2023San Francisco Bay AreaLed Business Strategy and Operations function for Workday Platform & Cloud Engineering Group, enabling the best possible Developer Experience (DX) and Customer Experience (CX) by driving Platform Engineering & Delivery Excellence. Key strategic focus areas included Strategic portfolio Planning, Agile transformation, Developer Support & Operational Readiness.
UnitedHealth GroupDirector- Digital Capability & Client Success
Jan. 2020 - Mar. 2021San Francisco Bay AreaLed cross-functional capability and product teams to Improve overall Day 2 client services experience resulting in higher client satisfaction, product adoption (+5%) and renewal rate for large strategic clients. Established client life cycle-based support & engagement model. Improved efficiencies through configurability & streamlining of client demand management process
UnitedHealth GroupDirector- Digital Transformation Strategy & Operations
Jun. 2019 - Dec. 2019San Francisco Bay AreaEnabled strategic prioritization and planning for Optum Rx Enterprise solutions portfolio of Digital Products and Capabilities with a clear focus on Business value. Driving & Tracking Execution, Investments and Impact through a structured Rhythm of the Business.
CiscoSr. Business Program Manager - Digital Transformation Programs
Jun. 2017 - Jun. 2019San Francisco Bay AreaLed strategic Cisco Services technology programs with a clear focus on customer& business outcomes Managed a $120m Services Technology portfolio and drove $10m savings and reinvestment into transformational initiatives. Established innovation and incubation framework for Machine Learning and AI based capabilities with a $15m investment portfolio enabling growth in customer satisfaction and revenue.
Cisco SystemsSr. Manager - Services Business Strategy & Operations
Apr. 2012 - May. 2017San Francisco Bay AreaOversaw Business Operations Management and Led strategic programs with a focus of enabling organizational success for Cisco Services technology groups.
Led Vendor management office and delivered $5m savings through optimization and consolidation (60+ vendors to 15). Drove agile adoption efforts through a global program management office. Reduced cost per support case by 50% through a multi-year software support strategy and improvements in delivery models.
Yahoo!Director-Global Strategy & Business Operations
Oct. 2011 - Mar. 2012Bengaluru Area, IndiaProvided global business strategy leadership for a team of 50+ people Led Business Strategy, training, quality assurance, and analytics function for Yahoo Global Customer Service (~1200 employees, 50 products, 15+ languages). Enabled long term support strategy and vendor performance improvement models.
MicrosoftGlobal Quality & Customer Experience Strategy Lead
Jan. 2009 - Oct. 2011Bengaluru Area, IndiaProvided corporate leadership for driving quality and customer experience strategies
Led a team of global Quality and Six Sigma experts to implement a service delivery quality framework resulting in 4 points of improvement in Customer Satisfaction for Commercial Tech support. Improved customer experience measurement process that reduced operating costs by 60%, data issues by 80%, and delivery time for or efforts for data reporting by 50%.
MicrosoftGroup Manager- Quality Strategy & Business Excellence
Aug. 2003 - Jan. 2009Bengaluru Area, IndiaDefined and delivered a business excellence strategy for the product support delivery center.
Led the Business Excellence group providing specialized business intelligence and reporting, quality, and process excellence management services with a goal of achieving customer satisfaction and quality improvements. Cultivated strong relationships with key stakeholders, and promoted excellence for the division in India. Provided business management support and consulting for regional executives including annual business strategy planning, setting targets, fiscal initiatives and business reviews.
DellSupport Delivery Manager- Consumer & Small Business
May. 2002 - Aug. 2003Bengaluru Area, IndiaDirected 50+ member team providing product support for EMEA home and small business customers.
Managed service delivery group, including training, mentoring, and overseeing daily operations. Facilitated with Customer Support operations transition from Ireland to India, assisting with hiring and training new staff. Led special task force charged with reducing customer issues and escalations, and improving business processes
Indicom Softech Private LimitedService Delivery Manager
Mar. 2000 - Apr. 2002Pune Area, IndiaResponsible for planning and delivery (P&L) of Professional services (Applications development and Infrastructure management). Engagement Manager for key accounts including Compaq
IIHT LtdRegional Manager- Channel Strategy & Operations
Jul. 1996 - Jan. 2000Bengaluru, Hyderabad and PuneManaged Channel operations and business with P&L responsiblity for 11 Franchises in the regions of Andhra Pradesh, Northern Karnataka & Southern Maharashtra. Led the Corporate training delivery and faculty development programs
Various Start-Ups Customer Support Engineer & Technical Trainer
Jan. 1994 - Dec. 1996Bengaluru, Karnataka, IndiaCustomer Support for Hardware and Networking
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