May 2022 – Jun 2023 · 1 yr 1 mo

• 1. Lead a highly skilled cross-boundary team of 84 professionals in India, Costa Rica, and US to support the core, specialist, and channel sales team during, pre and post half yearly sales planning cycle
• 2. Ensure accuracy of Sales territory definitions, Account to territory mapping, Headcount to territory, quota load and final plan submission to Commission finance and acceptance by payees/reps
• 3. Manage the WW Sales Commissions Helpdesk which is the go-to team for all Sales compensation queries, manual adjustments, CRFs, OAFs, plan change requests and exceptions
• 4. Quarterly Business Reviews (QBR) with GEO Sales Leaders on KPIs, volume trends, automations/efficiencies delivered, challenges and to identify opportunities to improve our existing processes, programs, and systems
• 5. Identify opportunities for process standardization/optimization through RPA, IT solutions and desktop automations to deliver 15-20% efficiency every year, with focus on scalability and driving significant growth. Currently working on a self-help Chatbot that will help Sales Reps track their missing orders round the clock
• 6. Encourage people to invest in upskilling, collaboration, and engagement, so that people continue to learn, care, share and dare. Targeting 30% people pick up new skill every year through different learning platforms and funding VMware offers today.
• 7. Monitor system adoption, data compliance & governance and report our observations. Red flags are raised if there are major variances or deviation.
• 8. Own and improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction) and other Customer metric (TAT, Aging, MTTR etc)

Nov 2020 – May 2022 · 1 yr 6 mos

• 1. Leading 60-member strong Partner Operations Team in India, Bulgaria and Costa Rica
• 2. Overseeing E2E Channel operations support system for VMware Resellers, Cloud Providers (SaaS), Aggregators, Training Centers and Distributors
• 3. Supervising the Data services deliverables and transitions around Business Analytics (Tableau/Power BI) dashboard automations, Distributor Rebate server management and tool development like Partner portal & Productivity tool.
• 4. Developing an operating model to run standard processes and practices across Partner Ops sites and invest on optimization opportunities that drives value for VMware, Sales and Partner community.
• 5. Owning the Team KPIs, CSAT & SLAs and delivering on our commitments. Exploring opportunities to improve our scores through upskilling (launched #LearningFridays), cross trainings, and automations (RPAs, BPEx & IT Solution).
• 6. Advisory to the Partner Programs team, IT and cross functional teams to develop best-in-class programs, process and tools for ease of doing business with VMware and make our partners more profitable
• 7. Deliver on Diversity and Inclusion goals. Upskilling and enabling the team with an effective and easy to adopt Learning & Development framework that helps them develop SaaS mindset, accomplish their carrier aspirations, and deliver towards VMware SaaS goals.
• 8. Own and improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction) and other Customer metric (TAT, Aging, MTTR etc)

Aug 2017 – Nov 2020 · 3 yrs 3 mos

• 1. Managing an extremely critical 32-member team that supports Global Partner Programs Ops, New Process workflow design, Process Mapping, Documentation and User Acceptance Testing (UAT).
• 2. Preparing Team Metrics - KPI, headcount assessment & forecast, budget planning, resource management, transaction & case quality, Escalations, CSAT and utilization.
• 3. Providing guidance to identify critical milestones, compute the sizing estimates for various transition solutions and performing critical project management functions to bring about a smooth knowledge transfer while adhering to service delivery metrics.
• 4. Business Process Re-engineering - Identifying areas to reduce operational cost & improve Partner satisfaction
• 5. Vendor Management - Managing internal contractor workforce from multiple vendors on areas like hiring, training plans, setting goals, managing POs, budget management and bonus payment
• 6. Leading the Business Continuity Plan and ISO documentation process for the Business Function

Apr 2014 – Jul 2017 · 3 yrs 3 mos

• 1. Managing the Partner Entitlements Team responsible for issuing Not-For-Resale licenses, Internal Used Licenses, support codes an eval licenses
• 2. Driving Business Excellence practices to improve overall partner experience
• 3. Reporting Metrics on case management and transaction QC
• 5. Allocating resources within team and prioritizing tasks to align to business needs
• 6. Preparing development plans and process training plan to enhance process knowledge and skill set
• 7. Motivating the the team to ensure that they are at their best in everything they do
• 8. Assessing the impact of new process transitions in the pipeline

Apr 2012 – Mar 2014 · 1 yr 11 mos

• 1. Managing the Partner Entitlements Team - mix of contractors and full timers
• 2. Ensuring that the team is right sized and has the skill set to exceed partners expectations
• 3. Hiring the best in class service minded people and assisting in offer roll-out
• 4. Driving Business Excellence practices and innovation
• 5. Keep the team motivated all the time, so that they grow and excel in all the areas
• 6. Building credibility and transitioning new processes
• 7. Participating in UAT; Traveled to PA, US in 2010
• 8. Publishing periodic reports and metrics to management
• 9. Assisting with special projects as needed
• 10. Training new hires

Apr 2009 – Apr 2012 · 3 yrs

• 1. Validating New Account
• 2. Processing rebate payments and performing audits
• 3. Resolving partner inquiries on different programs and processes
• 4. Providing suggestions and ideas that enhance the rebate process, partner experience, and simplify operation
• 5. Supporting the documentation of processes
• 6. Publishing program and status reports as requested
• 7. Assisting with special projects as needed
• 8. Training new hires on the team

Apr 2008 – Mar 2009 · 11 mos

• 1. Validating new customer accounts submitted by partners based on defined program guidelines
• 2. Auditing rebate claims submitted by partners based on defined program rules
• 3. Creating, reviewing and sending out partner rebate statements
• 4. Tracking management approval of Deal registration
• 5. Supporting the management of email alias for rebate inquiries, respond in a timely manner, and escalate to management as appropriate

Jan 2008 – Mar 2008 · 2 mos

• 1. Calculating HP SKU Level Discounts for all GEOs based on inputs received from GEO leads
• 2. Preparing process documentation
• 2. Training new hire on the team

Apr 2006 – Dec 2007 · 1 yr 8 mos

• 1. Performing Sales inventory Audit
• 2. Mapping Partner sales data