As Capability Owner for Salesforce CRM at Dell Technologies, Sekhar led the full transformation of B2B service operations — deploying a now-patented ML model, redefining how the team measured performance, and delivering outcomes that earned recognition at the highest level.
Dell's B2B service operation is one of the largest in the world — 15,000+ service agents handling enterprise client issues across 80 countries. The Salesforce platform that powered this operation had not kept pace with the business. CSAT scores were stalling. The technology team was measured on JIRA velocity, not business outcomes. And there was no predictive capability — the team responded to problems after they occurred, not before.
The business outcome the platform was supposed to deliver — faster resolution, higher customer satisfaction, lower cost — was not materializing. The gap between what the platform could do and what it was actually delivering had become a boardroom issue.
Took ownership of the Salesforce capability roadmap — not as a technology project, but as a business transformation. Reframed the entire program around three business outcomes: resolution speed, customer satisfaction, and cost efficiency.
Defined the roadmap directly with B2B Sales, Customer Success, and Operations executives — building alignment across functions that had historically operated in silos. Deployed a now-patented ML model on the Salesforce service lifecycle that predicted bottlenecks before they caused delays. This was not an off-the-shelf solution — it required deep understanding of both the technical architecture and the operational reality of 15,000 agents across time zones, languages, and service tiers.
Changed how the team was measured — from JIRA velocity to resolution time, SLA adherence, and CSAT. This single governance change accelerated delivery more than any technology deployment. Directed the global Hyperautomation program and secured executive funding by connecting automation investment to a specific, quantified cost reduction commitment.
Issue-to-resolution time down 10%. CSAT up 130 basis points across 80 countries. $10M in cost savings. 500% Hyperautomation ROI. TSIA STAR Award for AI innovation in service operations.
Dell President's Award — one of 2 recipients from 35,000 employees globally that year. The ML model deployed during this program was awarded a USPTO patent — the first of its kind for predictive service lifecycle management at this scale.
Tell me what's happening in your business. I'll tell you what I see and what I'd do first.