When did you join Dell and what roles have you held in your time here?
I joined Dell in 1999. You know the saying, variety is the spice of life? I’ve certainly lived it at Dell, learning and growing from each role I’ve taken on. I started as an IT director with responsibilities encompassing network, desktop and server support; help desk, systems operations, asset management and call center technology services for all internal Dell functions. I also led the U.S. Consumer Customer Care organization, U.S. Consumer Call Center Operations, Customer Experience, Customer Centricity and Global Technology Product Management organizations at Dell.
I’ve had the pleasure of living and working abroad – as general manager of Dell El Salvador (leading Dell’s Consumer business for both U.S. and Latin America markets) and as Managing Director of our Global Business Center in Malaysia where I was responsible for building capabilities in Malaysia as an IT and Services strategic delivery center. Before becoming Vice President of Global Sales Operations (GSO), I served as Vice President, Global Relationship Business Operations (GRBO), ensuring that all aspects of the purchase process contributed to improved customer experience and sales force productivity.
But beyond my job description, what I’ve particularly enjoyed is the opportunity to live and work abroad as well as work hand-in-hand with our Employee Resource Groups such as Wise. I’ve also enjoyed taking on new challenges that all me to stretch and grow.
What responsibilities are included in your current role?
In my current role, which is an integral part of our Operations & Client Solutions unit, I’m responsible for enabling sales productivity, business growth and customer experience while driving operational excellence and flawless execution.
Through outsourcing, automating, standardizing, and streamlining, we remove costs, increase profitability and create efficiencies to focus on our customers and selling solutions.
I have a fantastic team of dedicated professionals how help create a customer focused culture (driving accountability to the source); serve as strategic change agents helping the business to transform as we provide insights and intelligence that helps the business drive profitable growth.
How would you describe the Dell culture?
Dell is very relationship-driven. The culture is energetic, inclusive and you are challenged to be your best self.
What do you think people interested in working here would need to know?
Dell is fast-paced. We are focused on actions and results as well as showing progress along the way.
What keeps you here at Dell?
The culture, the people and the growth opportunities are what keep me at Dell. I know it sounds funny for someone like me, with more than 20 years of IT experience to talk about growth but it’s true – I never stop learning at Dell – whether it’s from colleagues, our customers or the broader community Dell is connected to. I’ve had the opportunity to work with a diverse set of people and genuinely feel the work that we do makes a real business impact and positively affects the customers we serve.
The culture including sense of community has also played an important role in my time at Dell. I’m dedicated to helping women everywhere “pay it forward” and I’m happy to say I’ve been able to do so with Dell as a true partner. I currently serve as North America co-chair of Dell’s Wise employee resource group, which is focused on enabling women to grow and thrive through networking, leadership and expertise. I’ve also had the pleasure of starting Wise chapters in Malaysia and El Salvador. And, in my spare time (yes, we get that at Dell), I serve on the board of directors for Dress for Success Austin, board of advisors for Susan G. Komen Austin and on the Accenture Women’s Leadership Forum Steering Committee.
What positive effects have you seen as a result of Dell's strategy?
I’ve seen us really transform the way we connect with our customers, honing in on and listening to their needs so we’re going beyond products to take on a trusted advisor role. After all, our customers want solutions that work for them, not that they have to work to understand. We’ve taken the complexity out of IT and have gotten back in touch with the direct relationships core to the foundation of our business.
What role have you played in helping your customers grow and thrive?
As part of the Global Sales Operations organization, me and my team interact with customers at all major touch points and business priorities including contracts & proposals, sales enablement, customer experience, reporting & analytics and customer enablement. We make it easier for our customers to do business with Dell. We enable sales and solutions through our Dell Solution Centers, Dell Sales Academy and work on Customer Experience, leading with and learning from direct customer insights. We are the glue that helps our colleagues across teams deliver on our promise to give our customers the power to do more. We work closely with our colleagues across Dell to define processes and drive change… all so we can deliver a stellar experience to our customers.
How does Dell differentiate itself when it comes to being an employer of choice?
Dell has a flexible workplace, is inclusive and truly values diversity. If you’re open to them, there are always opportunities to take on new roles that challenge you and enable you to learn new parts of the business.
What are some projects that you have recently been involved with and some of your career highlights at Dell?
Last year I had the pleasure to take part in the fourth-annual Dell Women’s Entrepreneur Network (DWEN) event in Istanbul. The event gathered 160 international women entrepreneurs representing 14 countries and 42 top journalists. The central theme of the event, "pay it forward," brought to life the multiplier effect women can have if they band together to do business and help each other. Before the event got formally underway, I had the chance to lead an intimate pre-conference workshop with a number of the event’s influential attendees on "Providing a #Winning Experience for the Digital Customer." It was a powerful experience.
Among my career highlights I would definitely add growing the business in El Salvador to $250M in sales and in Malaysia, building our site which was experiencing nearly 50% attrition to less than 10% as well as delivering capability across APJ for key solutions like Services Desk, application management and Software-as-a-Service.