Roshan Kumar

Experience

1. Sr Program Manager, Strategic Pmo, Global Business Services

   Dell Technologies

   Feb 2022 — Present

   Senior Program Manager within the Strategic PMO team that drives North Star programs for Consumer and Small Business organizations (Dell.com/PGTM, Inbound Sales). Drive multi-year, multi-million $ programs influencing: Dell.com URM performance and online customer experience. Work with key execs and senior leadership within Dell to facilitate, influence, and implement process excellence initiatives (process engineering, improvement, automation). • Led process re-engineering project aimed at transforming Dell.com\'s 3rd party products business ($120Mn opportunity). Developed multiple frameworks that included process improvement touchpoints, resource optimization, automation, and reporting. Developed future state view encompassing a 3-year transformation journey. Interfaced with senior leadership and execs from the Dell.com and PGTM group. • Led project to centralize processes and teams for optimizing/recovering canceled orders for Dell’s small business vertical (0.5Mn USD), • Led global program to optimize user experience for inbound customers ($2Mn opportunity) – worked across functions to pilot conversational AI for IVR as a solution for North American customers. • Program managed the transformation of the CMG (Call management group) team - drove several process excellence initiatives including but not limited to: o Developed a central BI dashboard to track and report CMG performance. The dashboard provided dynamic exec and tactical reports that were earlier fragmented. o Liaised with cross-functional groups across Customer Care, Tech Support, Analytics, and IT on a global project to improve the inbound customer journey - helped decrease multiple transfers from CMG to other teams by more than 80% across global locations - APJ, EMEA, North America and LATAM. • Facilitated the Project Management (PM) circle program. Led ‘Train the Trainer’ workshops for coaches and managers across the Global Business Services organization (20+ hours)

Education

• Alliance University

  Master of Business Administration - MBA, Marketing/Marketing Management, General

• Dayananda Sagar College of Engineering, BANGALORE

  Bachelor of Engineering - BE, Mechanical Engineering

Skills

• Content Management
• Content Strategy
• Online Advertising
• Product Management
• Web Analytics
• Content Development
• Creative Concept Development
• New Business Development
• Marketing Strategy
• Business Development
• Strategy
• SEO
• E-Commerce
• Leadership
• Project Management
• Product Development
• Marketing
• Driving Revenue
• Start-Ups
• Team Management
• Marketing Communications
• Project Planning and Management
• Social Media Marketing
• Program Management
• SEO Copywriting
• Online Marketing
• Lead Generation
• Copywriting
• Email Marketing
• Market Research
• Business Strategy
• Digital Marketing