Work experience

💼 Professional Journey

December 2018 – March 2025 Bengaluru, India

Dell Technologies

Senior Analyst (Program Operations & Analytics)

• Owned program governance and the rhythm of business for diagnostic intelligence programs, establishing MBR/QBR templates, KPI scorecards, and executive readouts to track risks, progress, and actions across three product lines.

• Led OKR planning , quarterly grading, and roadmap alignment for support quality and cost initiatives; aligned engineering, product, and operations via standardized dashboards and RACI frameworks.

• Built and optimized ETL/ BI pipelines and dashboards (SQL, Python, Power BI) to surface failure modes and triage automation for 10K+ monthly cases, improving time-to-insight and decision governance.

• Reduced dispatch costs by 15% through portfolio management insights and experimentation frameworks; informed change management and adoption plans via cost–benefit modeling and stakeholder communication.

• Drove process re-engineering and RCA programs that cut repeat service failures by 67%, improving SLA attainment and reducing escalations; maintained RAID logs and action item tracking through closure.

• Partnered with Engineering to optimize diagnostic logic, lowering false positives/misdiagnoses by 22%; secured stakeholder buy-in and managed change control through targeted executive communications.

• Automated reporting workflows, eliminating 40%+ manual effort and standardizing operating models for leadership visibility; established single source of truth for operational metrics.

• Embedded real-time defect alerting and diagnostic optimization into MBR/QBR cycles, linking key improvements (– 15% repeat calls, +18% first-call resolution) to OKRs and program governance outcomes.

HSBC

Service Process Analyst — Compliance & Resolution (Promoted)

• Progressed from Customer Support Representative to Analyst role, managing high-volume KYC/AML cases across APAC/EMEA and improving audit readiness through standardization and KPI reporting.

• Escalated 200+ high-risk transactions partnering with Risk/Legal teams 

• Strengthened controls through disciplined executive communications 

• Improved process efficiency through frontline insights and data-driven recommendations

Earlier Experience

Held roles in quality operations and service analytics at Aegis Limited and Aditya Birla Minacs, laying the foundation for process-driven thinking and customer-focused reporting.

🏆 Awards & Recognition

🥇 Dell Excellence Award - Diagnostic & RCA innovation impacting repeat failures and cost reduction

🥇 HSBC Academy "Queue Killer" - Process optimization and cycle-time improvement

🥇 Challenger of the Year — Aditya Birla - iOS Support for service quality improvements