With over a decade of experience spanning program management, customer and technical support, and content management, I specialize in strategic planning, process optimization, and customer experience (CX) enhancement. My expertise lies in leveraging data-driven insights to drive operational excellence, quality assurance, and stakeholder alignment. I have a proven track record of managing end-to-end programs, conducting root cause analyses, and implementing continuous improvement initiatives that enhance customer satisfaction (CSAT) and business efficiency. I thrive in cross-functional environments, collaborating with engineering, product, and analytics teams to execute high-impact projects. Core Competencies: ✔ Program & Project Management: Strategic planning, execution, and governance ✔ Process Optimization & Quality Assurance: Identifying inefficiencies and implementing scalable solutions ✔ Customer Experience & CSAT Strategy: Driving satisfaction and engagement through data-driven insights ✔ Data Analytics & Reporting: Utilizing KPIs, CSAT metrics, and feedback for continuous improvement ✔ Stakeholder Management & Cross-Functional Collaboration: Aligning business objectives across teams ✔ Agile & UAT Testing: Ensuring seamless product launches and digital transformation initiatives ✔ Resource Allocation & Team Leadership: Driving efficiency, training, and knowledge transfer I am passionate about leveraging technology, data, and strategic execution to drive transformational business outcomes. Always eager to collaborate, innovate, and lead in dynamic, customer-centric environments. 📩 Let’s connect and explore how we can drive impactful change together! Positions: Lead, Program Management at Dell Technologies (2018 - Present), Sr. Technical Support Specialist at Dell Technologies (2014 - 2018), Technical Support Specialist at Microsoft - APGC (2012 - 2014), Support Engineer at Sitel Group (2011 - 2012) Skills: Coordinating Schedules, Workload Prioritization, Cross-team Collaboration, Business Process Re-engineering, Agile Methodologies, Strategy Alignment, Strategic Thinking, Customer-Focused Selling, Strategic Initiatives, Project Plans, Resource Management, Resource Allocation, Oral Communication, Operational Improvement, Attention to Detail, Go-to-Market Strategy, Creative Problem Solving, Business Reviews, Trend Analysis, Escalations Management, Digital Marketing, Consultation, Communication, Reporting & Analysis, KPI Reporting, Team Leadership, Collaborative Problem Solving, Driving Results, Business Intelligence (BI), Queue Management, Content Management, Customer Support, Business Process Transformation, Data-Driven, People Project Management, Stake Holder Management, Web Content Production, Problem Solving, Service Delivery, Technical Support, Customer Experience, Outsourcing, Vendor Management, Call Center, BPO, Customer Satisfaction, CRM, Customer Relationship Management (CRM), Windows 7, Windows XP Recent Posts: Dell Technologies is hiring for the below positions Inside Sales Representative 1 Technical Support Technician Customer Services Senior Associate Please reach me at benunlimited@hotmail.com #nowhiring #jobs #hiringsales #careers #customerservice In today's virtual world, teamwork is defined differently, where we can collaborate with different Teams & Customers across the globe sitting from our homes. It's a great experience how the people have come closer virtually doing great things together. #delltechnologies #virtualcollaboration #newworldofwork Sharing for better reach! Just finished the course “Excel: Working Together with Power Query and Power Pivot”! #microsoftpowerquery #dataanalysis #powerpivot #microsoftexcel Very true