Balwinder Singh

Experience

• 

  Dell

  Feb 2006 - Feb 2014

  Service Improvement Manager

  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty• Devised and published metrics to measure organization's success in delivering world class customer service• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes• Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships• Communicated best practices among on-site and external personnel to align efforts and goals• Consistently provided exceptional service and attention to customers and stakeholders• Improved Show less

• 

  SoftwareONE

  Mar 2014 - now

  • Led company to successful product launch and growth by developing initial product road-map and go-to-market strategy• Took proactive steps to ensure that best practices are shared across all departments, shifts and among network• Drove creation of staffing plans, schedules, quality initiatives, process change initiatives, and other Change/Six Sigma initiatives to enable their Functional Area and ultimately FC to meet and exceed Business Plan• Analyzed and interpreted data from metrics/reports, identified trends, provided insights and recommended key actions including up to model what if scenarios• Pro-actively identify and communicate risks, and co-create change solutions throughout Transformation period• Worked with account management, product and design teams, to ensure highest QUALITY and TIMELY delivery of Product/Solutions from Tech (Dev and QA) Team• Involved in detailed solution designing for new and existing clients. Analyzed and solved complex problems in systems and deliveries• Ability to make right design decisions related to product features and technology choices. Ability to take calculated risk• Attend executive meetings and deliver progress reports to Global Head• Accountable for ‘Definition of Done' of Epics, Features and User Stories for both functional and non-functional requirements• Work with architecture team for vision alignment, and incorporating architecture features/ stories into road-map Show less

  • Product Owner - BD Managed Service Delivery

    Jan 2021 - now

  • Director - Support service and Service management

    Mar 2014 - Dec 2020