Deepak Gosain

Experience

• 

  Dell Technologies

  Feb 2013 - now

  • Release Management• People Management• Manage and drive validation for all internal seller applications portfolio - DSA, DSC, Channel, USP, GII & OMCS• Cross functional Coordination with BRMs, ERMs, IT RMs & Interlock RMs• Ensure business continuity by prioritizing execution of test procedures as per software requirements specifications and align them with business / sales personas.• Escalation Management• Release review, feedback & continuously improve release experience.• Leverage automation with increased focus on critical path validation.• Ensure zero impact on sales productivity post each release by proactively working with STS, RnA, Incident Management, Partner support, Presales, and IT SWAT teams.• Drive environmental and social goals by encouraging team members to participate in CSR activities Show less • Manage the team of 13 front line specialist• Responsible for team member performance and queue hygiene• Conduct daily team huddle, biweekly 1x1 and L1 staff with team members to share common updates, learnings, & expectation setting• Regular fusion/chat audits to ensure issue resolution, quality and CLCA (closed loop corrective action)• Coaching & Feedback• Handle escalated Sales, OP & Care tool support issues• Drive KPI (TTR, FCR, RR, SL & CE) and work towards improving sales productivity• Work with cross-functional teams to identify cause, track progress and drive resolution of tool issues• Participate in EOQ support bridges to support sales order and ensure timely processing Show less

  • Manager 1, Sales Operations

    Jan 2022 - now

  • Sales Operations Supervisor

    Jan 2020 - Mar 2022

  • Sales Operations Analyst

    Dec 2017 - Jan 2020

  • Resolution Coach

    Dec 2015 - Jan 2020

  • Resolution Expert

    Feb 2013 - Dec 2015