Oct 2020 – May 2021 · 7 mos

• Reported to the Global Head of Talent Acquisition and later the Global CEO of Ivanti post-acquisition, I led the global strategy for Diversity & Inclusion, CSR, Wellness, Learning, and Employee Engagement across AMERICAS, EMEA, and APAC. I was responsible for establishing region-specific Employee Resource Groups (ERGs), transformation of the global CSR and wellness framework. Partnered with HRBPs and executive leaders to drive inclusive programs and campaigns. I also led global internal communications to promote D&I awareness and supported key employee lifecycle moments such as on boarding and off boarding to ensure a consistent employee experience.

May 2018 – Oct 2020 · 2 yrs 5 mos

• Reported directly to the Senior Vice President and Managing Director, and worked closely with the Head of DEI, I led Dell India’s Diversity & Inclusion strategy as Program Manager. I spearheaded the flagship Dell Mission 1000 initiative, creating opportunities for 1000 Persons with Disabilities in 1000 days. I successfully scaled MARC (Many Advocating Real Change) unconscious bias training adoption from 15% to 90%, led the RISE program for Hi-Po women leaders, and played a key role in launching and expanding ERGs across India, serving as a primary point of contact for D&I engagements. I curated large scale national and global initiatives including World Disability Day, PRIDE Month, CSR Volunteering and CX Day. In collaboration with Dell India’s CSR team, I led high-impact volunteering initiatives across multiple sites. As part of the SVP’s office, I co-led strategy and operations for the business, representing India at global leadership councils, strengthening university partnerships, and leading talent branding efforts. I also partnered with inclusive NGOs to drive supplier diversity, facilitated industry award submissions, and engaged closely with executive leadership.

Feb 2015 – May 2018 · 3 yrs 3 mos

• Reporting to the Country Head of Global Field Services, I led national operations overseeing 300+engineers across PAN India. I drove strategic forecasting, capacity planning, and expansion efforts while managing end-to-end service delivery with strong performance on key KPIs including cost reduction, dispatch efficiency, and loss control. As the SPOC for cross-functional collaboration, I worked closely with Supply Chain, Tech Support, Logistics, and global teams to streamline operations. I ensured exceptional customer experience through rigorous quality audits and managed high-stakes client relationships, including executive escalations for Fortune500 companies. I also championed employee engagement through CSR volunteering and active ERG participation.

Feb 2010 – Feb 2015 · 5 yrs

• Led the development of large high-performing teams by coaching technicians on sales, communication, and customer experience across EMEA's Small and Medium Business (SMB) and Large Enterprise segments. Monitored daily operations, managed team performance across key KPIs (NPS, CES, FCR), and regularly published performance, AHT, and AUX usage reports. As the Customer Relations Manager for EMEA, I handled executive escalations including those directed to Michael Dell while driving improvements through RCA and VOC insights. Led cross-functional reviews, published CES awareness newsletters, and drove high-impact projects to enhance the customer journey across multiple lines of business.

Jun 2006 – Feb 2010 · 3 yrs 8 mos

• As a frontline technician at Dell Technologies, I provided technical support to UK and Ireland customers across consumer and imaging product lines. I resolved complex hardware and software issues, managed part replacements, and minimized downtime to ensure customer satisfaction. I also contributed to revenue generation, created team performance reports to enhance operational efficiency, and supported continuous improvement of support processes.