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Arikarevula R

@phani

India

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What I'm looking for

I’m looking for roles where I can lead process- and KPI-driven operations, coach teams, and improve SLAs and customer experience—using RCA, calibration, and data insights to drive measurable revenue and DSAT improvements.

I’m a dedicated, results-oriented professional with 19+ years of continuous experience at Dell International Services, building a strong track record across inside sales, customer care, operations support, and services specialist work. I consistently exceed targets by combining consultative selling with KPI visibility and disciplined execution.

Across multi-market environments spanning India, Sydney (Australia), and Malaysia, I’ve supported services revenue growth for commercial accounts by recommending Lifecycle, APEX, PCaaS, and Deployment Services. I work closely with Account Managers and Territory Sales Representatives to identify upsell opportunities, improve attach rates, and align service recommendations to customer lifecycle stages and account expansion goals.

I’m also recognized for measurable customer experience improvements and quality enablement—handling complex Tier 2 escalations with high resolution rates and driving DSAT reduction through structured Root Cause Analysis (RCA) and targeted peer coaching. From facilitating calibration sessions for groups of 6–10 reps to mentoring new joiners, I bring a hands-on approach to raising performance standards and sharing product knowledge.

Experience

Work history, roles, and key accomplishments

Inside Sales Team Lead

Dell International Services

Jan 2023 - Nov 2025 (2 years 10 months)

Led sales execution and team performance across a distributed organization of 70 Account Managers and 7 Territory Sales Representatives supporting the Australia Small Business segment. Achieved 125% QoQ quota attainment through structured pipeline management, opportunity reviews, coaching, and sales-performance governance.

Inside Sales Leadership Pipeline Management Sales Coaching Performance Management Stakeholder Management Renewal Management Product Training Sales Enablement

Services & Sales Specialist

Dell International Services

Aug 2006 - Nov 2025 (19 years 3 months)

Delivered inside sales, customer care, and services specialist support for 16+ years at Dell, contributing +5% YoY and +2–5% QoQ growth through consultative selling and improved services attach rates. Reduced DSAT via structured RCA and peer coaching, and resolved complex Tier 2 escalations with a focus on first-contact resolution.

Inside Sales Lifecycle Apex PCaaS Deployment Services CSAT DSAT Management

Inside Sales Specialist II - Business Development Manager

Dell International Services

Jan 2021 - Dec 2023 (2 years 11 months)

Managed business development and online sales growth initiatives across the US and Canada, focusing on commercial performance across business technology categories. Designed and implemented sales promotions and merchandising initiatives to accelerate online sales performance and improve product visibility and conversion.

Business Development Merchandising Promotion Online Sales ROI Analysis Product Assortment Stakeholder Management

Inside Sales Specialist II - B2B Sales Lead

Dell International Services

Jan 2016 - Dec 2021 (5 years 11 months)

Led sales performance across a 40-member Inside Sales Representative organization supporting US and Canada consumer markets. Delivered 110% QoQ performance against core sales KPIs including revenue, margin, DnCP, close rate, upsells, and SLA adherence.

Inside Sales Leadership Sales Coaching Performance Management Upselling Cross Selling Close Rate Improvement Onboarding Product Training Escalation Management

Customer Support Coach - Team Lead

Dell International Services

May 2012 - Sep 2016 (4 years 4 months)

Owned team-level KPI tracking, CSAT scoring, and quality metrics, identifying performance gaps and directing improvement plans with stakeholders. Led Root Cause Analysis on DSAT survey outcomes and drove process and communication improvements that reduced team-wide escalation rates.

Customer Support KPI Tracking CSAT Quality Metrics Root Cause Analysis Calibration Onboarding Mentorship

Senior Associate - Tier 2 Escalations Team Lead

Dell International Services

Jul 2010 - Apr 2012 (1 year 9 months)

Owned complex Tier 2 escalations for the Americas Transactional Group, resolving high-priority billing disputes, service failures, and customer complaints with a focus on first-contact resolution. Coached Tier 1 representatives on escalation handling and service recovery, helping improve first-level resolution rates.

Escalation Management Customer Service Coaching Root Cause Analysis Process Improvement

Customer Service Representative

Dell International Services

Aug 2006 - Jul 2010 (3 years 11 months)

Delivered customer support across inbound voice, chat, and email channels, resolving complaints, order issues, and product queries. Built foundational expertise in customer care operations, escalation protocols, and Dell product knowledge.

Customer Service Inbound Calls Live Chat Email Support Complaint Resolution Order Management Product Knowledge