Open to opportunities

Archana Goud

@archanagoud

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Experienced Product Specialist and Trainer focused on customer satisfaction and team performance.

India

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What I'm looking for

I want to leverage my product, training, and customer-first experience to help teams perform at their best. I’m eager to keep learning, scale new heights, and drive outcomes through clear communication, coaching, and transparent reporting.

I’m an “Experienced Product Specialist & Trainer” with over 26 years in the IT industry, including 16+ years in Dell. I started as an Account Assistant, then grew into customer-first customer support and Inside Product Specialist-II work—becoming a trusted advisor for D&CP queries, delivering complete solutions, and building sales training programs, manuals, and materials that improve how teams sell.

I’ve consistently been recognized for impact: “Agent of the quarter,” “Agent of the month,” the “CMG Challenge,” and a “VP award” for managing entire LOBs in the UK. I also train and mentor as a Mobilelink trainer (Nov 2021 to Sep 2025), designing and delivering comprehensive programs, coaching in one-on-one and group sessions, and tracking effectiveness through feedback and performance data—while staying transparent with weekly/monthly/quarterly status reporting and aligning stakeholders across UK and Ireland.

Experience

Work history, roles, and key accomplishments

Trainer

Mobilelink

Nov 2021 - Sep 2025 (3 years 10 months)

Designed and delivered training programs for new hires and existing employees on products, sales strategies, and customer engagement. Built assessment materials, ran coaching sessions, and improved learning outcomes through feedback and performance tracking.

Training Program Design Sales Enablement Coaching & Mentoring Assessment Design Customer Engagement Performance Tracking Group Facilitation

Inside Product Specialist II

Dell International Services

May 2014 - Oct 2020 (6 years 5 months)

Served as a trusted advisor for D&CP queries, delivering complete solutions and creating sales training plans and manuals. Built revenue pipeline via bid detection, supported sales campaigns/EXPOs, and achieved 100% quarterly targets while earning multiple performance awards.

Product Project Advisory Sales Training Pipeline Generation Revenue Enablement Customer Solutions

Sales Consultant Expert

Dell

Jun 2009 - Apr 2014 (4 years 10 months)

Managed quote placement and processed orders after confirmation, advising customers on parts and clarifying requirements. Responded to customer emails within 2-hour SLA windows and supported sales with strong product/parts knowledge and issue resolution.

Quote Management Order Processing SLA Management Product Knowledge Email Support

Customer Support Expert

Dell

Mar 2004 - Jan 2009 (4 years 10 months)

Owned and qualified customer calls, ensuring call quality scores stayed above 95% while managing acceptable call volumes per day. Produced daily reports (AHT and abandon rate), scheduled break rosters, and handled escalations with accountability for customer issues.

Customer Support Escalation Handling Quality Management AHT Abandon Rate Analysis

Customer Support Executive

Airtel

Oct 2002 - Feb 2004 (1 year 4 months)

Resolved customer grievances by explaining product/service features, handling requests, and raising concerns as needed. Managed activations/deactivations of value-added services, recorded and reported issues, and supported escalated calls while helping train new trainees.

Customer Support Grievance Resolution Service Activation Deactivation Escalation Handling Reporting

Assistant Accounts Executive

Arihant Combines

Sep 1999 - Oct 2001 (2 years 1 month)

Managed billing for dealer purchases and handled back-office processes including collections of pending payments. Prepared trading, profit & loss accounts, balance sheets, and maintained cash book records for business reporting.

Billing & Invoicing Cash Book Financial Statements Back Office Operations