Hejab Abdi

Experience

1. Rpa Developer

   Dell Technologies

   May 2011 — Present · New Delhi, IN

   Managing a team of 40 members which provides support to customers whose systems are not under warranty. Currently managing customer satisfaction score for US customer on enterprise level for the site.* Revenue SPOC for the LOB (Site Level), working on projects to fix the leakages of revenue generation* Innovating ideas along with revenue team to lessen the refund & increasing the Revenue & conversion rate* SPOC for W.I.S.E* SPOC for VOT & A2A* 3 times bronze winner* Planning the performance of the team along with reviewing their annual appraisals.* Working with OOW & was awarded as the best Margin team in the 1st quarter* Currently working as Sr Team Manager where we handle CIDAR & BH (service which is not covered with in warranty) on enterprise level* 85% of the survey & inventory is handled by usTeam Manager (Operations-Early Life Support)DELL INTERNATIONAL SERVICES;* Managing a team which provides support to customers who have bought their system within 60 days* All kind of hardware & software support (support for 3rdparty s/w, setting up internet, mail client etc.)* Responsible for generating revenue as per the process target.* Responsible for reviewing annual appraisals for the respective alignment.* Handled a project for decreasing the AHT on floor & increasing productivity.* Worked on PTR Project & increased the usage %age from existing 18% to 75%* Worked on TTR(Time To Resolve)* Worked as Quality Lead for the LOB (8 months)* Currently working as RPA developer

Skills

• Bpo