Aradhya NS

Experience

• 

  Dell International Services India Private Limited

  Feb 2010 - Apr 2016

  Technical Support Supervisor

  • Team Leadership in Technical Support: Led a team of technical support representatives, ensuring exceptional customer satisfaction through effective problem-solving and communication.• Performance Metrics Implementation: Developed and executed performance metrics, resulting in a 20% increase in team productivity and a 15% reduction in customer wait times.• Training and Skill Enhancement: Conducted regular training sessions to enhance the skills and knowledge of support staff, fostering continuous improvement and development.• Cross-Functional Collaboration: Collaborated with cross-functional teams to address complex technical issues and escalated cases, ensuring prompt and effective resolution.• Process Streamlining: Streamlined support processes, leading to a 25% decrease in the number of unresolved support tickets, improving efficiency and customer satisfaction. Show less

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  Dell International Services India Private Limited

  Mar 2019 - Mar 2022

  Advisor / Project Program Management

  • Team Leadership: Effectively led a team of web developers within the content operations team, managing content across various platforms for the Dell website.• Insourcing Projects: Successfully transitioned projects from outsourcing (OSP) to in-house management, improving control and efficiency• Headcount and Work Allocation Management: Managed team headcount and allocated work effectively to optimize productivity.• Budget Management: Oversaw budget allocation for the team and business, ensuring resources were utilized efficiently.• Individual Development Planning (IDP): Developed and executed IDPs for team members, providing mentorship to support their professional growth.• Stakeholder Engagement: Engaged regularly with business stakeholders to discuss template usability and propose solutions for enhancing features and reusability.• Website Performance Assurance: Ensured website performance and content validity during and after launch, implementing processes to enhance developer productivity, efficiency, and quality.• Senior Management Assistance: Supported Senior Management Team (SMT) in business deliverables, optimizing resource utilization and establishing robust processes. Implemented a governance process to identify and rectify errors in day-to-day activities before content publication.• Subject Matter Expertise: Provided expertise and feasibility analysis on critical requirements such as localization, banner placements, and key articles. Authored training modules to facilitate the onboarding of new hires, ensuring knowledge transfer and skill development within the team.• Hiring: Led the recruitment efforts for new developers to support business operations and achieve strategic objectives.• Automation: Implemented workflow automation initiatives to improve quality, reduce costs, and optimize headcount, enhancing operational efficiency and effectiveness. Show less

• 

  Titan Company Limited

  Apr 2022 - now

  Retail training

  • Retail Training Program Management: Oversaw nationwide retail training programs, ensuring consistency and effectiveness across all stores.• Curriculum Development: Designed and implemented training curricula for store employees, leading to enhanced product knowledge and customer service skills.• Needs Assessment and Customization: Collaborated with store managers to identify training needs and customized programs to address specific challenges unique to each location.• Training Delivery and Evaluation: Conducted regular training sessions at various retail locations and assessed training outcomes to measure effectiveness and identify areas for improvement. Show less