Hi, I’m
Rakesh Jadhav
Director, Sales Operations and Customer Service
Penang,Pulau Pinang (Penang)
Summary
PROFESSIONAL EXPERTISE Diverse and rich experience as a Regional Head & Director for Dell APJC/APAC - Customer Service, Order Management, Sales Support Operations, financial Shared services, Sales & Marketing and proven success and capabilities in change management, cost reduction, business consolidations and development. Demonstrated superior capabilities in spearheading performance & result turnarounds and driving process Page 4 of 2 Internal Use - Confidential improvements to standardize business. Can be headhunted for spearheading efforts in Leadership Roles. Proven capability to perform in high growth environment with entrepreneurial spirit, customer focus and people orientation. Specialties: Sales Operation, Customer Support Operations - Customer care(India/ANZ/US/EMEA) & Technical Support, Financial Shared Services Back-office Operations, Sales & Marketing(US & India region), , Change Management, Cost reduction, process Re-engineering. Dynamic Director oversees every facet of Sales Operations with strong project management and decision-making skills. Brings comprehensive knowledge of Customer service operations. Sales and order management operations, order to cash cycle operations, people development projects and trainings, Region and Site leadership overseeing operations. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
years of professional experience
3
years of post-secondary education
Work History
Dell Global Business Center SDN BHD
Director, Sales Operations and Customer Service
05.2019 - Current
Job overview
- Service
- Detailed Job Description : As Director, APJC Query and Issue Management (QIM) responsible for leading organization that provides simple and easy way for customers, partners and sales team members to get timely answers to their order management questions and issues within Asia Pacific and
- China Commercial and CSB businesses
- Organization consists of team members across India, Malaysia, China and Japan
- Leading operations of headcount of 250+ team members to achieve commitments to deliver on key Run-The-Business metrics around Service levels, Case Backlog and CSAT delivery
- This includes ensuring quality and consistency in execution of business processes, development of strong leadership team and key talent
- Building of relationships with cross-functional business partners and key business stakeholders to ensure partnership and alignment in meeting business objectives and customer experience
- To achieve customer experience goals while balancing stakeholder expectations and driving annual operational efficiency through organization
- Driving organizational transformation in alignment with organizational strategy and vision
- This effort is focused on enabling
- QIM to support all customers and routes to market across DT portfolio, as well as modernizing and enabling digital and proactive customer experience
- Strong change management and communications skills to ensure seamless execution of transformation while maintaining business
- Page 2 of 2
- Internal Use - Confidential continuity and performance
- As member of Global QIM organization, responsible for setting organizational and business strategy, prioritizing key global and regional programs, developing key talent enablement programs and ensuring that organization has culture of agility, empowerment and customer focus.
- Managed daily operations while overseeing multiple locations to foster increased productivity
- Worked closely with organizational leadership and board of directors to guide operational strategy
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals
- Assisted with sales and marketing strategies to foster achievement of revenue goals
Dell India International Services
Senior Manager
04.2015 - 05.2019
Job overview
- Country Leader for Dell India and ANZ Customer Care(G500, Large Enterprise, Consumer & Small Business, Channel/Distribution & Retail).
- Providing leadership deliverable through cross-functional and global partnerships, enabling business to scale while improving key performance indicators impacting their efficiency and improving overall customer experience.
- Defining both long-term strategies and short-term/immediate workforce needs. Researches, recommendations and implements call center technology and process improvements to reduce overall costs. Collaborate with various cross functional teams and stake holders including Sales to proactively resolve customer issues. Aligned to global Care optimization efforts and deliver to commit per timelines.
- Directing efforts of others in achievement of strategic and operational objectives of group. Manage hiring, staffing and maintenance of diverse and effective workforce.
- Leading teams to create and sustain operating environment which includes reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives. Establishes and recommends changes to policies, procedures, processes and tools, which affect global organizations.
- Accountable for budget, schedule, and results of a project team and work group.
OTC
Senior Manager
03.2011 - 05.2015
Job overview
- APJC Order Processing, Transformation and Order
- Processing Operations, lead Operations, Transformation and discipline capability in APJC Order Processing with over 400+ team members
- People leader responsible for managing and influencing cross-functional teams focused on delivery of internal process design
- Business Insights, KPIs, systems and tools for Order Management
- Lead and oversee plans, as well as project outcomes, monitor programs/projects from initiation through delivery and interface with their internal customers, as well as business owners
- Provide rigorous, standardized engagement models and create effective governance and metrics to ensure sustainable long-term ownership
- Working cross- functionally, translate business requirements into operational plans, understand and balance global vs
- Regional needs and put sustainable run-the-business governance in place
- O Understand strategic priorities across Dell's Order Management and, /CFS Teams o Drive transformational process designs and programs to support the company strategy across multiple layers of organization – Robotics, PO policy, Sales entered order, “ONE OM” -Integration of OP & GRO, Digital
- Quote Collaboration o Translate opportunities to process steps, organizational design, and tool requirements – E2E process re-engineering, ONE OM o Lead balanced APJC team of Run the Business Leaders/Individual contributors and
- Operational project managers for Order Processing o Coordinate across organizations to determine impacts from implementation of future state strategies and process changes o Provide business insights and recommending solutions to address critical business items and identify opportunities to achieve overall OMS objectives o Partner with various organizations to ensure alignment o Key Leadership interface with Sales Organization and other GBS & Operations teams
Dell India International Services
Sales Manager, Business Sales Division
05.2003 - 11.2011
Job overview
- Detailed Job Description : As a sales manager, lead the pre-sales field technical sales team members and support activities for the development and implementation of complex, and specialized products/applications/services/solutions
- Develops detailed customer installation and/or system integration plans
- Directs the deployment of specialist resources into accounts to identify and support qualified opportunities
- Provides/oversees pre-sales technical support in sales presentations and product demonstrations
- ACCOUNTABILITIES
- Directs efforts of others in achievement of strategic and operational objectives of group
- Manages hiring, staffing and maintaining of diverse and effective workforce
- Responsible for career development/planning, performance and pay discussions of team members
- Develops and executes sales engineering and/or complex specialist selling strategies and identifies opportunities for process improvements
- Provides technical expertise to sales organization in selecting, implementing and developing competitive product and services applications and solutions
- Coordinates with account management resources to make customer calls and presentations as well as participate in bid and walk-through meetings with customer as necessary
- Ensures proposed solution meets technical and business needs of customer
- Estimates overall solution performance, and price for budgetary estimates
- Serves as thought leader and company subject matter expert on specific technical projects with customers
- May provide product and service feasibility analysis in support of sales efforts with sales representatives
- May publish technical articles regarding specific applications
- Calculated sales commission for sales team of 15 representatives
Education
Chhatrapati Shahu Ji Maharaj University , Kanpur, Uttar Pradesh, India
BBA
01.2002 - 01.2005
Skills
Strategic planning
Timeline
Director, Sales Operations and Customer Service
Dell Global Business Center SDN BHD
05.2019 - Current
Senior Manager
Dell India International Services
04.2015 - 05.2019
Senior Manager
OTC
03.2011 - 05.2015
Sales Manager, Business Sales Division
Dell India International Services
05.2003 - 11.2011
Chhatrapati Shahu Ji Maharaj University
BBA
01.2002 - 01.2005
Similar Profiles
Poh Yong ChongPoh Yong Chong
Consultant (Channel GBO) at Dell Global Business Center Sdn BhdConsultant (Channel GBO) at Dell Global Business Center Sdn Bhd
Carine LeeCarine Lee
APJ OEM Acquisition Business Development Program Management Manager at Dell Global Business Center Sdn. Bhd.APJ OEM Acquisition Business Development Program Management Manager at Dell Global Business Center Sdn. Bhd.
Christy Tan Lew ChinChristy Tan Lew Chin
Senior Analyst, Material Planning at Dell TechnologiesSenior Analyst, Material Planning at Dell Technologies