1. Dell - Internal Use - Confidential
Sandeep Venkatesh Contact # 98458 14911
Work Experience summary:
 Total 14 years of Experience at Dell International Services,supported ContactCenter business from – US,
EMEA, Canada, ANZ and APJ Regions.
 2002-2011 – Was part of Demand and supplyplanning team (Work force management)
 2011-2014 - Supporting APJ – India, as a part of Site Engineering team (ProjectProgram Management
Advisor)
 Dec 2014 – till date - Supporting APJ – India Commercial and Enterprise Business as Program Manager
(Project Program ManagementSr.Advisor)
 Dell BPO Services – Solution Architect From July 2016 till date
Roles and Responsibilities at Dell:
Dell BPO Services – Solution Architect From July 2016 till date
 Work force managementsolution on the new RFP’s – in US physical location and in India
 Operations solutions for the existing RFP’s - in US physical location and in India
India Commercial Business – Project Program Management Sr.Advisor From Dec 2014 – till date
Business: (India – Commercial Clientand Enterprise Tech support)
 Singing off forecastvolumes with Demand planning team for Clientand Enterprise business
 Productivity assumption lock for capacity/Headcountrequirement
 Headcountplanning and business ramp plan
 Queue transaction in and out of the business
 Early warning system model – Headcountprojection and backfills management
 Mentorship program to enhance the skill capabilities within the system and there by sourcing employees
internallyfor immediate headcountrequirement
 Seating capacity management
 Shift schedule managementbasis the call arrival pattern
 Productivity reports,analysis,real time action plans
 BCP – Business continuity plan during crisis like - Natural calamities, Network downtime, or city/country
wide strike/lock out
 ‘Costper call’ governance
 Budgetmanagement – IT cost, team fund , RNR funds
Site Engineering – Project Program Management Advisor From July 2011 – till date:
Business: (India - Consumer Client- Tech Support)
 IVR - ESC routing Simplification and IVR standardization
 Wrong queue Transfer reduction governance
 Launch of Tablets support (Process setting,Supportand recovery plan)

2. Dell - Internal Use - Confidential
 Case management governance for India CSMB tech and India Care – Time to Resolve, Long, Case ageing
review
 Policy Approvals and governance for tech supportqueues
Contact Center Operations Advisor (Manager I) From Nov 2010 – July 2011:
Business:
 Leading the Operations team for the US process ContactCenter.
 The team is responsible for the planning; Execution; Tracking results; Analyzing the gaps and providing
value add solutions for US process of1000+ employees
 Working with the Site Directors and Process Directors in locking the plan on a Quarterly basis to achieve
business goals and supplyrequirement
 Coordinating with Finance team, Hiring team, Training team and Operations to ensure we execute to the
plan with no or minimal disruptions
 Coordinating with all the Dell Badge sites and the Partners sites, in having a proper balance between
demand and Supply,for effective Contact Center support.
People:
 Supporting the team by providing directions, training as needed and grooming them to the next level with in
the same department
 Identifying Mentors from various roles/Department and align them to the team members to enhance their
skill sets for their Career development
 Performance managementand IDP discussions with the team.Regular 1X1’s and Team meeting .
Contact Center Operations lead From Jun 2008 - Nov 2010:
Business:
 Leading the Operations team for the EMEA, Canada,ANZ and US process ContactCenter.
 The team is responsible for the planning; Execution; Tracking results; Analyzing the gaps and providing
value add solutions for EMEA process of 700+ employees, Canada process of 300+ employees, ANZ
process of 100+ employees and US process of 1000+ Employees
 Was responsible for planning the supply (Capacity/Headcount) for all India DB sites and Partner Sites
for the year FY10 to meetthe Demand of call volumes for Dell product being serviced at the Consumer level
 Coordinating with Finance team, Hiring team, Training team and Operations to ensure we execute to the
plan with no or minimal disruptions
People:
 Supporting the team by providing directions, training as needed and grooming them to the next level with in
the same department or for their movements to differentroles with in the Organization.
 Performance managementand IDP discussions with the team.Regular 1X1’s and Team meeting.

3. Dell - Internal Use - Confidential
Contact Center Senior Specialist From Mar 2006 to Jun 2008
 Forecasting- Supply of HC required to meet the Demand (call volumes) of Dell product being serviced in
Bangalore atConsumer level
 Ensure accurate staffing/scheduling of agents at every 30mins interval to meet the customer Demand as per
the agreed SLA
 Delegate work to the team members and ensure thatthe team meets the requirements within the deadline.
 Helping the team in generating and analyzing various reports (Daily/weekly/quarterly reports) on the
business performance and there by provide suggestions
 Attending the productivity huddles with SMT and help them understand the performance report/taking active
measures in the areas where we are challenged.
 Owning Headcountmanagementprocess to ensure we have rightheadcountin place to achieve business
goals.
 Ownership to create backup plans during contingencies (eg:- Karnataka bundh,city political unrestetc) and
ensure there is minimal impactto the business.
 Coordinating with various departments like finance,staffing,reporting team,transportteam,IT team, training
team and HR team on need basis for smooth operation ofthe business.
Contact Center Specialist From Nov 2002 to Mar 2006
 Actively monitoring the queues and helping the MOD team in having 60%-70% of agents to be productive at
any given pointof time.
 Preparing daily/weekly/quarterlyreports and analyzing the same as to ‘where we are standing and what
needs to be done’ for achieving the goals of the business.
 Explaining the reports to the business Managers (AM’s and PD’s) and providing the solution for the
bettermentof the business.
 Holding conference calls with counter parts in U.S on Daily and Weekly performance and ensuring to have
smooth operations bytaking proactive measures
 Owning the Scheduling process to ensure we have right staffing to support our customers by coordinating
with the Global CCO team.
 Setting up weekly meeting with the Training team to ensure effective results (Pass out) on every batch and
calling outto the business ifthere are any challenges.
 Working towards quarterly forecasting process on site volume/capacityand Headcount.
 Decision making on importantoperational aspects affecting the performance ofthe segment.
Education:
Examination Passed Institution Year of
Passing
Marks
Obtained
PGDBA - Finance Symbiosis Centre - Distance Learning 2005 61%
B. Com Vijaya Main, Bangalore 2002 71%
P.U.C Krupanidhi College,Bangalore 1999 69%
S.S.L.C R.J.S.H School,Bangalore 1997 66%