Hewlett Packard Enterprise

Senior Manager Program Management

Manage Customer experience design & analytics program. Includes designing the E2E Customer Experience System, Collecting the feedback and run the analysis both Quantitative and Qualitative. • Managing end-to-end listening programs (voice of the customer/partner/employee, NPS/CSAT). • Experienced with various surveys - Transactional / Relationship / Product / CES / NPS.• Qualtrics Administrator for 6+ Years. Proficient in building complex surveys, Website & App Feedback (Site Intercept), Email Trigger, Close Looping, Action Tracking, API. • Create customer journey mapping to understand critical touchpoints in the end-to-end user experience • Excellent written and verbal communication and facilitation skills. To link Business Operations Performance in order to measure customer touch points to relationship assessments to the Business Revenue. In addition supporting the organizational Investment decisions with customers at the front.
Various Models and Initiatives worked upon:
Align all the surveys to the NPS (Net Promoter System) Standards; 
Customer Lifetime Value;
Customer Response Rate Analysis - Aligned to Net Promoter Score (Satmetrix);
Customer Segmentation/Profiling;
Customer Journey - E2E Journey to understand the pain points;
Build Big Data Platform for real time and multidimensional view;
Helped in building solutions to the Instant Mobile App connectivity of NPS scores to Management;

Program Manager - Customer Experience & Analytics Professional

Managed the team of BI professionals in building BI solutions and insights for Quote to Cash, Customer Experience  Programs.
Tools used for BI solutions:
Customer Experience (Survey tools) - Vovici, Qualtrics, Survey Monkey, Click Tools;
Technical - SQL, Qlikview, SAS, R, MS office, Minitab, Omniture; Big Data - Vertica, Hadoop, Tableau;
•	Built future state BI strategy to successfully reduce the reporting portfolio from 1000 odd reports to 300, clustered in 6 data marts.
•	Expert in analysing customer behaviour data to identify insights and driving actions.
•	Led the project of Integrated backlog management system for HP’s Notebook and Desktop business resulting in revenue optimization of $10M.
•	Enhanced online shopping portal content quality by 20%.
•	Drove cost reduction through standardization & automation which resulted in 8 HC savings.
•	Provided consulting for Pan HP Customer Experience Program, executed multiple strategic projects for the Global Business Services & WW Sales Operations Customer Experience Program.
•	Managed overall planning, team cost budgeting, delivery, process efficiency and productivity for the work groups including data quality.
•	Worked with cross skilled technical team to build big data platform using Hadoop, Vetica, R & Tableau to connect CX feedback with operational performance metrics.

Program Manager - Business Intelligence

Program Lead

Business Analyst

Fidelity Investments

Specialist Trainer		From March 2006 – September 2006
Senior Associate             From June 2005 – February 2006
Associate			        From May 2004 – June 2005.

Senior Training Specialist

Scope International

Senior Associate

Experienced Program Manager with a demonstrated history of working in the information technology and services industry. Skilled in ISO 9001 & 27001,  Sales, Management, Business Intelligence Reporting and Analytics. Strong research professional with a Master's degree focused in Business/Commerce, General from University of Madras. Also strong knowledge on Customer experience design & analytics program. Includes designing the E2E Customer Experience System, Collecting the feedback and run the analysis both Quantitative and Qualitative. To link Business Operations Performance in order to measure customer touch points to relationship assessments to the Business Revenue.

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