Deepak Tennyson

Key responsibility: Overseeing the consumer desktop portfolio across all distribution channels in Australia, New Zealand, Malaysia, and Singapore

• Coordinate with stakeholders to strategize future quarter URM forecasting and ensure alignment with organizational objectives
• Communicate with global leaders to comprehend business direction and provide guidance to team for course correction when necessary
• Supervise team's assortment, pricing, analysis, and demand-supply strategies
• Ensure unit forecast planning is >75% accurate at a 120day level and build to stock plan is >85% for the quarter which allows for a minimum of 5% goodness in margin for desktops
• Adapt to dynamic shifts in consumer business landscape, including changes in marketing strategies, pricing dynamics, stock management challenges, and fluctuations in currency exchange rates

Achievements:

• Desktops, along with displays, emerged as top-performing line of business (LOB) in terms of margin across ROAPJ
• ANZ desktop (DT) segment maintained highest build-to-stock ratio, exceeding 85%
• Streamlined desktop portfolio significantly by reducing configurations per platform by over 30%, limiting options to no more than three
• Implemented significant business transformation in Malaysia and Singapore, transitioning the entire assortment to include 100% 3-year warranty and 100% attach with home and student option, resulting in a 5% increase in margin rate
• Desktop line of business (LOB) exhibited lowest instances of excess stock and inventory issues.

Key responsibility: Manage the complete consumer portfolio across Australia, New Zealand, Malaysia, and Singapore. Collaborate with brand managers, sales, marketing, and demand supply leaders to ensure all products align with organizational URM goals for the current quarter and future forecasts.

• Review quarterly forecast provided by brand and ensure that all planning guidelines, including cost, currency fluctuations, and LTS, are considered.
• Collaborate with brand and sales teams to negotiate any changes in the plan and balance the portfolio to ensure alignment with overall organizational goals.
• Work closely with external partners such as Intel, AMD, and Microsoft to explore collaborative opportunities for market engagement.
• Lead weekly reviews with brand, sales, marketing leaders, and other stakeholders to evaluate in-quarter performance and propose adjustments to strategies as needed.
• Compile and deliver routine top-level leadership reviews, showcasing regional performance, identifying issues, and proposing actions to mitigate them.

Achievements

• Created a comprehensive portfolio balancing template facilitating swift decision-making at the leadership level.

• Established top-notch APJ portfolio planning characterized by seamless collaboration among all stakeholders and flawless execution of strategies. (APJ was the best of breed in portfolio planning)

Key responsibility: Design and deploy pricing strategies considering costs, competitiveness, profitability, and supply dynamics for all consumer products within the Australia and New Zealand markets.

• Spearheaded pricing strategies to ensure profitable delivery in line with forecasts across all consumer desktops and laptops.
• Formulated and implemented real-time price adjustments in the market to stimulate seasonal demand.
• Devised profitable strategies influenced by factors such as inventory management, market share expansion, and changes in product mix.
• Maintained portfolio equilibrium by optimizing pricing structures and preserving a favorable mix of high-profit platforms.
• Regularly prepared executive-level slides and presentations outlining competitive business models aimed at enhancing either profitability or unit velocity.

Achievements
• Developed a comprehensive Excel-based pricing template designed to help pricing decisions by considering market positioning, costs, currency fluctuations, existing inventory, historical price trends, and competitor pricing.
• Created a comprehensive price adjustment template for a full quarter, capable of forecasting end-of-quarter units, revenue, and margin based on price change inputs throughout the quarter.

Key responsibility: Collaborate with Brand Managers, Sales Leads, Sales Operations, and Product Level Managers to assess optimal market demand. Coordinate with ODMs, Supply Planners, and Fulfillment Managers to meet the demand while minimizing financial impact for all parties involved.

• Lead and convey high-level supply decisions to ensure quarterly unit forecasts are met for the business.

• Evaluate realistic demand as provided by sales and communicate it to the supply chain department to maintain continuous supply throughout the product lifecycle.

• Take charge of the master production plan for all consumer products sold in South Asia.

• Strategize and execute last-time buys for commodities.

• Coordinate with sales leads in other countries to redistribute units in cases of excess or shortages.

Achievements

• Created and implemented Excel-based early warning system to decrease leftover inventory across the APJ region. Achieved reduction in LTS from 15% to 6% within two quarters.
• Designed Excel-based mix tracker for South Asia, facilitating future business mix planning.
• Effectively coordinated two large deals exceeding 100,000 units each, requiring collaboration with sales, sales operations, brand, product, manufacturing, and logistics teams.

Key responsibility: Managing pricing strategies for Dell laptops and desktops in ANZ and India markets. Developing new launch pricing strategies informed by market analysis, cost considerations, and currency fluctuations. Ensuring a balanced P&L portfolio by optimizing mix of platforms available in market.

• Formulate quarterly pricing strategies aimed at driving profitable unit velocity.

• Conduct regular market assessments to monitor price fluctuations and maintain competitive product positioning.

• Develop attractive configuration price stacking tactics within the product portfolio to optimize the mix and increase profitability.

• Minimize losses by collaborating with demand, supply, and sales teams to ensure timely sale of commodities and mitigate end-of-life inventory.

• Coordinate and collaborate with external vendors, including Intel and Microsoft, to develop go-to-market strategies.

• Prepare monthly executive-level slides and presentations to showcase performance and discuss strategic initiatives.

Achievements

• Effectively devised stock and sales plans for SADMG countries.

• Implemented and automated market analysis for all APJ countries.

Key Responsibility: Oversee a team of 25 Operations analysts operating 24/7 responsible for supporting global call arrival patterns, call allocations, scheduling, real-time contact center management, and projects across 100+ lines of business. This encompasses 11 Dell sites, 19 OSP sites spanning 12 countries including India, Brazil, the United States, Canada, EMEA, and APJ. The team manages approximately 500,000 calls per week, serviced by over 15,000 technicians.

Managed a team of operations analysts and specialists responsible for overseeing a 24/7 contact center operation, facilitating the following tasks:

• Implementing real-time call routing on a global scale around the clock.
• Coordinating with backup outsourced contact center sites to manage overflow call volumes.
• Planning contact center hours of operation, staff scheduling, time off, and service level management.
• Regularly delivering reports on SLAs and site-level performance.
• Implementing early warning systems related to staff shortages based on skills and tenure of technicians.
• Effectively handling all real-time network outages and minimizing impact by rerouting calls to alternative centers.

Achievements:

• Led the contact center team in successfully launching the new ACD (Automatic Call Distribution) setup to optimize call distribution between sites. Achieved the transition of all Dell sites across India to the new setup within a three-week timeframe.
• Effectively planned and executed a Business Continuity and Recovery Plan (BCRP) during a period of significant civil unrest in the state.

Key Responsibility:

Coordinate staffing schedules (including 24/7 shifts) for contact center executives and teams in accordance with call arrival patterns. Schedule training sessions, breaks, and time off while maintaining optimal staffing levels to address customer queries and meet service level agreements effectively.

Key Responsibility:

Monitor inbound and outbound call traffic for the shift, ensure optimal efficiency of call handling executives. Track and analyzing average call handling times, ensuring adherence to agreed service level agreements (SLAs). Implement strategies to address any deviations from performance targets, optimizing team productivity and customer satisfaction.