Krishnakumar Sundaram Iyer

Nominated as Top Talent (Malaysia & APJC) – recognized for outstanding performance and strategic leadership.

• Spearheaded enterprise technical support transformation across South Asia and emerging markets, reducing repeat resolutions by 900 basis points , saving $1M annually per percentage point .
• Accelerated service delivery to next-business-day (NBD) in 15% of countries, cutting average resolution time from 3 days to NBD.
• Improved customer loyalty metrics : cNPS up 39% , pNPS up 87% through proactive CX initiatives and continuous feedback loops.
• Championed innovation via cross-functional collaboration, delivering over $2M in annual cost optimization through reduced handling times and automation.
• Led end-to-end service delivery for complex enterprise clients, consistently exceeding SLAs and KPIs across geographies.
• Conceptualized and executed process improvements that enhanced customer experience (Cx) by 75% year-over-year.
• Mentored and developed high-performing teams, cultivating future leaders and promoting a culture of accountability, agility, and inclusivity.
• Served as Chairperson of the Malaysia Cafeteria and Global Lead for Community Engagement, fostering a diverse and inclusive workplace culture.
• Partnered with C-level executives to align technical support strategy with broader organizational goals and growth plans.

Key Achievements:

• Represented Dell at CCAM/MDEC events, winning “Best Contact Center Support” (2022) and “Best New Contact Center” (2023).
• Recognized as a Dell Rock Star for FY20, FY21, and FY22 for outstanding leadership and results.
• Awarded “On-the-Spot” recognition by Executive VP for superior customer-centricity (FY21).

• Streamlined intake processes for return products, improving forecasting accuracy to 95% , enabling better planning and resource allocation.
• Leveraged Python for data analysis, developing criteria for optimal recovery rates based on lifecycle analysis, driving strategic decision-making.
• Increased recovery uptake from 60% COGS to 80% over eight quarters, significantly boosting profitability.
• Delivered cost-saving initiatives that unlocked previously unavailable forecast data, providing actionable insights to executives.
• Received Silver Award (FY17) for setting up the Global Dell Outlet Intake Management system, including transformative "Change the Business" initiatives.

• Led cost-reduction initiatives that saved $8M in 3 quarters through process optimization and partner management.
• Onboarded a high-performing Field Services Partner while offboarding non-compliant ones, achieving $1 cost savings per transaction through strategic procurement.
• Reduced parts write-offs by 50% within 3 quarters , streamlining processes across India partners.
• Spearheaded a Parts Leakage Project in Field Services, delivering annual savings exceeding $10M and leading to the formation of a global Parts Fraud Team.
• Improved Return of Materials (ROM) from 77% to 87% in six quarters through cross-functional collaboration with Global Service Parts and APJ Projects teams — recovering $7.2M worth of parts stock for refurbishment.

• oosted depot services customer satisfaction (Cx) from 58% to 76% , exceeding regional goals.
• Reduced call cancellations from 12% to under 5% , aligning with EMEA objectives.
• Managed a team of 17 multilingual executives supporting English, French, and German-speaking clients.
• Enabled Closed Loop Corrective Action (CLCA) on failures, improving client outcomes and internal processes.
• Recognized with Dell EMEA BOB (Best of the Best) award for exceptional CX.

• Established 83 call centers across Great Britain , achieving 100% adherence to go-live dates .
• Elevated team accuracy from 80% to 97.4% , and reduced escalations from 9.9% to under 4% within 5 months.
• Facilitated seamless platform changes across all call centers, ensuring continuity and alignment with evolving needs.
• Secured C-level approval for BT’s data storage and backup offering in partnership with Eugene International.

• Built a foundation of strong operational and financial acumen across diverse industries including manufacturing, travel, and finance.
• Demonstrated adaptability, problem-solving skills, and a relentless focus on results across sectors.