Hemal Dua

Experience

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  Dell Technologies

  Aug 2005 - Dec 2008

  Resolution Specialist

  I worked as a Subject Matter Expert and led the team of 15 Resolution Experts, to manage and improve productivity and quality, especially for those lagging in performance. My core focus was customer satisfaction and resolution, achieved through close monitoring of call center metrics such as Average Handling Time (AHT), Quality and Productivity. I handled customer escalations, providing resolutions to complex issues.I equipped my team with essential resources and tools, established and enforced clear processes and policies, and managed call queues effectively to maintain service targets. My leadership style promoted a productive, diverse, and positive work environment, encouraging strong team and inter-team connections. Show less

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  UEI Global

  Apr 2009 - Jul 2010

  Regional Coordinator - Training and Development

  I streamlined daily academic operations, keeping tabs on student attendance, fee payments, and class schedules. I nurtured educational progress, contributing to high-level discussions and implementing enhancements. Beyond administrative duties, I managed student records, orchestrated weekly events, and addressed concerns with a responsive Grievance Cell. I also facilitated open communication between parents and teachers, ensured clear dissemination of academic updates, and played a critical role in hiring and onboarding new educators. Show less

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  UST

  Aug 2010 - Nov 2011

  Team Lead - Operations

  I managed the call center business operations, drove team Productivity, Quality, and Efficiency and Throughput, overall. My strategies for managing the volume, schedule adherence, and leave management directly boosted performance. I've consistently achieved upward business trends and promptly addressed potential declines by maintaining performance dashboards.I conducted performance appraisals for my team, and drove weekly business review meetings. I motivated the team, led daily operations, resolve escalated issues, and foster communication to enhance workplace harmony. I oversaw continuous improvement, handled one-on-one performance discussions, cultivated ownership, and resolved any employee concerns, keeping a precise record of individual and team achievements. Show less

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  IBM

  Nov 2011 - Dec 2013

  Assistant Manager

  I steered the service desk operations, focusing on customer satisfaction, maintaining quality, and increasing first call resolutions. I kept the team's schedules tight and performance high, assured a clean and orderly floor, and enforced discipline.I led daily huddles to set goals and evaluate performance, keeping everyone in line with company policies. My role involved managing data, navigating changes, liaising with IT support, and boosting our work quality. I shaped the overall staff planning partnering with business leaders, WFM and HR. I worked in sync with transition teams, trained new hires, and coordinated with workforce management for seamless operations. I led client meetings and process negotiations on behalf of the business heads and presented results in the monthly reviews to the Senior Leadership. Show less

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  Vaco Binary Semantics LLP

  Jan 2014 - Jun 2016

  I spearheaded Strategic Partner Operations for Google India where I efficiently managed multiple Google products/services verticals such as Google Hotel Ads, Google Transit, and Google Shopping. I worked closely with global teams to ensure seamless service delivery. I prioritised maintaining top-notch client experiences, service quality, and CSAT while ensuring high employee morale, eSAT scores.I directly led the team size of 60 research associates and 3 Operations Leads. I held full responsibility for KPIs, SLAs, and strategic operations management. I presented monthly and quarterly business reviews to Google's senior leadership, and participated in cross-functional meetings to enhance business controls. I ensured transactional quality, optimal throughput, and managed overall performance while rectifying outliers constantly. Show less

  • Operations Manager

    Sept 2015 - Jun 2016

  • Lead - Strategic Partner Operations

    Jan 2014 - Aug 2015
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  AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED

  Jul 2016 - Feb 2022

  Led stakeholder management, resource allocation, and optimized work processes. Oversaw ads moderation, enhancing keyword search relevance, and ensuring ad appropriateness through policy reviews. Analyzed extensive data sets, extracting key insights for business leaders. Established baseline metrics, provided monthly reports, and conducted operations reviews. Managed staffing plans, conducted cost analysis, maintained schedules, and initiated quality improvements and process enhancements through projects and change initiatives. Collaborated with business analysis, engineering, and machine learning teams to drive automation, tools, and system enhancements. Demonstrated effective people management, adept document writing, project ideation, and conducted regular reviews and presentations. Show less

  • Business Operations Manager, Online Advertising | World Wide Ad Services

    Mar 2019 - Feb 2022

  • Manager - Transaction Risk Management Services

    Jul 2016 - Feb 2019
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  Amazon Web Services (AWS)

  Feb 2022 - Jul 2023

  Talent Acquisition Partner

  Led strategic hiring efforts for AWS Developer Acceleration Program, recruited Bar Raising talent across leadership roles and supported international transfers. Engaged with C-level executives, ensured seamless stakeholder experience and successfully onboarded high-visibility business critical roles, met goals ahead of the deadlines. Implemented a comprehensive dashboard to monitor recruiting metrics, presented progress to AWS leadership, and facilitated timely closure of open roles. Conducted engagement workshops, fostering Employee Referral Programs, Employer Brand Sessions, and achieving diversity goals. Pioneered a centralized AWS Cloud Security recruitment team and structured a knowledge base for the recruiting process. Show less

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  CertiPHYD

  Aug 2023 - now

  Founder & Chief Strategist
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  CertiPHYD

  -

  Founder & Chief Strategist