Hancel Dcunha
Business Planning Manager at Hewlett-Packard
- Role
- Business Planning Manager at Hewlett Packard Enterprise
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Hancel Dcunha
Experienced Business Planning Manager with a demonstrated history of working in the…
Experience
Business Planning Manager
Sep 2004 — Present · Bangalore, IN
Business Planning Manager Oct 2012 – Till date•Responsible for developing logic, solutions and metrics by understanding business needs of the HPE Services WW Sales team. •Manage reporting, analytics and dashboards for the HPE Services WW Sales team in liaise with the Business intelligence team.•Metrics and data provider for the Sales transformation program, WW Services improvement program.•Analyst for the HPE services divestitures and M&A reporting and analytics activities. Technical Solutions Consultant (EMEA region) Aug 2010 – Sep 2012•Service delivery Analytics lead for the call centers in EMEA region and drive actions for improvement in business partner performance.•Led reduction of No Trouble Found (NTF) project in Turkey using lean six sigma techniques and certified green belt in Jan’12 (>$50K Cost saving).•Transition of L2 support team from 3rd party vendor located at Madrid, Spain to HP Bangalore, India.•Business travels for the implementation of the support center at Barcelona, Spain and UK to bridge gaps between contact center mentors and Technical consultant team in Bangalore.Team Leader/Mentor Jul 2008 – Jul 2010.•Maintain Service Levels, analyzing call arrival patterns and scheduling breaks/roasters for Front Line Engineers •Analyzing training needs and derive action plans for the Front Line Engineers based on data like Top Call Generators and Technical Escalations.•Nominate Engineers for awards based on performance and rank engineer performance based on various metrics. •Part of Green Belt project “Reduction of Out of Warranty Free Support”, cost savings of $34K Advanced Support Group (A.S.G) May 2006 – Jun 2008.•Handling Technical Escalation calls on real time basis and backing team leaders.•Training team on technical issues and new products. Technical Support Engineer Sept 2004- Apr 2006.• Provide voice based technical support.
Skills
- Business Planning
- Service Delivery
- Technical Support
- Project Management
- Team Leadership
- Data Analysis
- Customer Service
- Forecasting
- Requirements Analysis
- Program Management
- Certified Green Belt
- Business Analysis
- Transition Management
- Virtual Teams
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