At Dell Technologies, I lead quality assurance for customer support, auditing cases and communications and refining frameworks, scoring guidelines, and KPIs.
I use audit insights and customer feedback to coach engineers and managers, analyze escalations and aging cases, and identify service issues. I also produce executive reports on trends, risks, and improvement opportunities.
As a Technical Support Engineer 2 at Dell Technologies, I handled complex technical cases and served as an SME for escalations. Earlier, as a Technical Support Engineer 1 at EMC / Dell Technologies, I resolved Data Protection software and hardware issues and authored knowledge base articles.
My project work includes partnering on Case Audits Automation and contributing to Case Title Automation. I was recognized as an ‘Automation Powerhouse’ for eliminating manual intervention and boosting team efficiency.
