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Steffi Seema

@steffiseema

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Experienced Program & Strategic Operations Delivery Manager.

Zimbabwe

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What I'm looking for

I am looking for a role that fosters collaboration, embraces innovation, and offers opportunities for professional growth.

I am a seasoned Program and Strategic Operations Delivery Manager with 17 years of experience at Dell Technologies, including 7 years in program and project management. My career has been marked by a proven track record of leading complex initiatives and delivering impactful results. I hold certifications in CSM, SAFe, and ITIL, showcasing my commitment to agile methodologies and efficient project delivery.

Throughout my career, I have successfully led global cross-functional teams as a Scrum Master, enabling them to meet critical delivery timelines through effective collaboration and meticulous documentation. My leadership in corporate social responsibility initiatives has empowered communities, particularly in enhancing educational opportunities for girls. I am passionate about embracing change and continuously seek learning opportunities to enhance my skills and contribute effectively to my teams.

Experience

Work history, roles, and key accomplishments

Advisor, Project/Program Management

Dell Technologies

Jan 2022 - Apr 2024 (2 years 3 months)

Spearheaded Digital Transformation Initiatives through process design and standardization, achieving a 25% efficiency boost and a 92% Customer Experience Score. Designed over 20 digital process maps, resulting in a 70% increase in productivity and a 30% reduction in customer escalations.

Digital Transformation Scrum Master Process Design Customer Experience Project Management Agile Stakeholder Management

Project/Program Manager 1

Dell Technologies

May 2019 - Jan 2022 (2 years 8 months)

Led a global team to achieve peak performance, resulting in the highest ticket closure rate in 5 years. Collaborated with stakeholders to optimize online searchability, achieving a 5-star customer satisfaction rating.

Team Leadership Customer Satisfaction Continuous Improvement Project Management Technical Documentation Agile Methodologies Performance Optimization Communication Problem Solving

Technical Support Supervisor

Dell Technologies

Jan 2016 - May 2019 (3 years 4 months)

Managed a team of technical support professionals, driving a customer-first mindset and achieving First Call Resolution targets. Improved team performance through audits and feedback mechanisms.

Team Management Customer Support Call Resolution Auditing Root Cause Analysis Training Development Leadership Communication Conflict Resolution Customer Advocacy

Customer Experience Coach

Dell Technologies

Jan 2010 - Jan 2016 (6 years)

Developed and delivered training programs for new hires, enhancing team performance and customer experience. Fostered strong relationships with team leaders to cultivate a positive work environment.

Training Development Customer Experience Team Building Communication Skills Mentoring Program Development Performance

Resolution Expert

Dell Technologies

Jan 2007 - Jan 2010 (3 years)

Provided comprehensive technical support for wireless and desktop issues, enhancing customer satisfaction through proactive follow-ups and achieving Total Solution targets.