Dinesh Merrill
Program Manager at Five9 - Empowering Business Stakeholders and ensure Customer Engagement along with Project Management experience a reality
- Role
- Program Manager at Five9
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Dinesh Merrill
Techno Functional expert in Service Cloud implementation for enterprise customers. Ideating on business solutions, AppExchange products and cloud-based integrations to automate business process. Currently managing the team responsible for building applications like SATPro, iTrack, Datafort App towards GDPR compliance (General Data Protection Regulation) for storing Customer data and log files.Playing role of Scrum Master in articulating USER Stories into functional requirements and communicating the same by empowering a collaborative work environment among Design / Development / Testing / Deployment teams to render bug free deliverables using best practices. Chipped in to minimize customer escalations and volunteered during crisis by showcasing accountability.• Global Services - Interfaced with global clients and delivery teams across Europe and US regions. Conducting check point / periodical review and standup Scrum meetings with business stakeholders. • Customer Relations - Have demonstrated governance towards SLA management and business acumen to enhance customer perception on best practices. Brought in revenue by adding new logo over created solutions & POC’s. • Support Operations - Experienced in handling functions of Recruitment, Training, Employee Engagement. From a Performance perspective, Outlined and framed Roles and Responsibilities for team members. Defined performance parameters (KRA, KPI) and monitored during half yearly and annual appraisals. Handling day-to-day operations of team and involved in drafting MTP / Release Plans, Implementation plans, hiring plans, KT / Transition plans, Budget Planning and Forecasting.• SDLC Approach – By implementing Agile SCRUM methodology have demonstrated excellent strategic capabilities and business acumen to align the deliverables to be on par with scope defined for providing business solutions.
Experience
Program Manager
Oct 2024 — Present · Chennai, IN
Education
Madras Christian College
B.Sc, Physics
1997 — 2000
Don Bosco Egmore
HSC, Computer Science
1985 — 1997
Bharathiar University
MCA, Computer Applications
2000 — 2003
Symbiosis Institute of Management Studies
PGDBA, Human Resources
2004 — 2006
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