Krishnakumar Iyer

-Led the South Asia and Emerging Markets Sales Engagement team, driving business growth by delivering best-in-class offerings and leveraging partnerships to increase services penetration. -Influenced and enabled business transformation through simplified standardization and technology roadmap influence, resulting in improved operational efficiencies and cost savings. -Projected innovation and collaborated with stakeholders to strategize, transform, and improve business operations, achieving breakthrough results. -Enhanced on-site service level in three countries, reducing delivery time from approximately three business days to next business day, resulting in improved customer satisfaction. -Reduced repeat resolution for customers by 900 basis points over three years, leading to significant cost savings for the company. -Decreased customer handling time by five minutes across enterprise products, optimizing inbound utilization and generating substantial financial savings. -Instituted collective ownership and operational excellence engagement with support functions, sales, and services, resulting in a significant increase in customer and partner Net Promoter Scores (NPS). -Enabled cross-functional transformation and process improvement projects through thoughtful leadership and innovative ideas, resulting in substantial annual savings. -Actively participated and represented the company in industry events and conferences, showcasing operational excellence and winning industry awards. -Received multiple awards for leadership, customer-centricity, process improvement, sales wins, coaching excellence, and team management. -Played a key role in driving diversity and inclusion initiatives as the Chairperson for the Cafeteria for Malaysia and Global Lead for Community Engagement. -Steered customer Net Promoter Score (cNPS) for South Asia by 28 points in three years, positioning the region as a leader in customer satisfaction.

Key responsibilities in the role included - -> streamlining business processes and operations to enhance productivity, cost-efficiency -> projects meet scope and schedule requirements within budgetary constraints -> Implementing a well-designed procedure, acquire and process forecast data, presenting clear and concise information to executives and management -> Establish optimal recovery rates based on lifecycle analysis. -> Managing document version control, evaluate proposals and coordinate with stakeholders to maintain established quality standards  Achievements & Recognitions • Acquired, dissected, analyzed and processed forecast data through my team, that had previously been unavailable • Established criteria for determining optimal recovery rates based on lifecycle analysis by leveraging SME in python • Enhanced Forecasting accuracy to 95% on return products, both Client and Enterprise • Enabled recovery uptake from 60% COGs to 80% in 8 quarters • Silver Award in FY17 for GDO Intake Management setup including “Change the Business” initiatives

-Successfully drove core functional metrics, achieving consistent results and exceeding expectations. -Simplified the customer experience by implementing processes to predict and prevent system failures, resulting in improved customer satisfaction. -Collaborated with cross-functional teams to drive services quality and attach while reducing effort for channel partners, delivering best-in-class customer experience. -Managed and oversaw projects and initiatives in partnership with operations, factory, and support functions, ensuring successful execution and delivery. -Closed loop on cross-functional customer escalations/issues, projects, and programs through end-to-end ownership, ensuring customer satisfaction and resolution. -Led cost reduction initiatives through process enhancements, resulting in significant savings. -Managed APJ business reviews, India cross-functional reviews, headcount, rewards, and travel, ensuring effective and efficient operations. -Influenced partners to improve and deliver within aggressive timelines, achieving warranty cost goals and improving productivity. -Worked on high-complexity global projects, collaborating and interacting with cross-functional teams. -Influenced and enabled business transformation through simplified standardization and technology roadmaps. -Received Gold Awards for various initiatives, including cost project initiative, process enhancement, and innovation. -Recognized through Chairman Award for multiple years, demonstrating exceptional leadership and contributions. -Successfully partnered with procurement team to onboard a strong field services partner and scale cost savings. -Improved return of materials and reduced write-off of parts through streamlining processes and cross-functional collaboration. -Led "Parts Leakage Project" in India, delivering significant annual savings through partnership and process improvements.

Communications and Metrics Manager BancTec / QualxServ / Worldwide TechServices – Colnbrook, UK & Bangalore, India Reporting to General Manager of IT Services UK eporting to General Manager of IT Services UK  Client facing role with Dell, involving – §  Management of next business day operations, co-ordinating with engineers across UK, for effective SLA adherence §  Data analysis and MIS, both internally and to Dell Management §  Preparation of presentations Quarterly Business Reviews for C Level §  Interaction with offshore Technical Support and Engineering Teams for an effective and efficient customer service §  Escalation management §  Internal reporting on engineer effectiveness, incentive generation §  Scrutinizing volume with performance amongst the various warranties §  Reporting on optimising engineer performance vis-a-vis cost incurred Achievements § Boosted depot services Cx from 58% to 76% § Streamlined process Onsite/Depot Engineers, and Technical Support § Reduced cancellation of calls from 12% to under 5%, meeting EMEA goals § Dell EMEA BOB in Cx § Handled a team of 17 executives - Set up & operating at peak efficiency for inbound and outbound comprising of English, French and German speaking in Bangalore, India § Enabled Closed Loop Corrective Action on failures for Client § Managed projects aimed at hardware and software installation in for Dell EMEA clients

-Led a team of 6 executives in successfully establishing 83 local businesses across the UK, demonstrating strong leadership and project management skills. -Oversaw end-to-end setup of call centers, including infrastructure, data, network, and software, ensuring smooth operations and efficient service delivery. -Maintained data integrity and effectively managed client relationships, ensuring high levels of customer satisfaction and repeat business. -Managed escalations and effectively resolved issues, minimizing disruptions and maintaining a positive working environment. -Enabled the setup of 83 call centers across Great Britain within challenging timelines, ensuring all go-live dates were met without any delays. -Received recognition from BT and partners for efficient management of the roll-out, completing the project within 18 months. -Facilitated seamless implementation of platform changes across all call centers, ensuring minimal disruption to operations. -Played a key role in securing approval for data storage and backup offering for BT customers, collaborating with Eugene International and presenting to C-level executives. -Improved team performance, achieving a 97.4% accuracy rate from 80% within 5 months and reducing escalations from 9.9% to under 4%.

Plethora of roles ranging from accounts to back office operations, in Support Services, Manufacturing,  Tours and Travels, together with career growth