Varun Gaind

Experience

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  VCustomer

  Sept 2001 - Jun 2002

  Customer Care Executive

  Worked as Customer Care Specialist in New Delhi facility of V-Customer, International BPO Organization based in Seattle, Washington (U.S.A).The work profile as under: -• Providing inbound Customer Care to callers for a major U.S based Retail client. • Troubleshooting, follow-up and generating feedback on service related issues.• Conducting skill refreshers, process training and QA monitoring for fellow agents.

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  IBM

  Oct 2002 - Apr 2007

  Role: Business Process Delivery and transition Experience Summary• Part of seed team that set up IBM GPS Manila voice operations in Sept 2004• Responsible for supporting migration and delivery of 1200 agent process for a Fortune 100 US Telecom Major• In charge of product training dissemination for new product launch rollouts to vendor personnel on behalf of the US Technology & Electronics Major• Managed 2 teams comprising of 40 Technical Support Specialists delivering key Business Performance Indicators.• Designed and deployed change management, escalations process, and gap analysis for all of Manila operations• Designed and implemented R&R programs to drive performance across production for Multiple projects• Conducting interviews for new project staff and support roles Calibrating with the Recruitment Team on applicant selection criteria. Experiential learning and Key Achievements• Recognized as Top Team Manager for 2006 across all projects in IBM Philippines• Completed Six Sigma Green Belt training and successfully implemented project to reduce client cost of ownership through reduction in repeat calls• Developing performance parameters and improvement plans in a continuously ramping process.• Part of team that developed standardization mechanisms for maximizing available resources ensuring a consistent approach across the process.• Learning to calibrate with client teams to assess Key Performance Indicators and develop resolutions and action plans for operational bottlenecks. Show less

  • Assistant Manager - Business Process Delivery

    Dec 2004 - Apr 2007

  • SME/ Lead CCS CRM Delivery

    Oct 2002 - Dec 2004
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  IBM

  Jun 2007 - Jan 2014

  Experience Summary- Experienced in solution design for AG,EMEA ,AP & India clients across Telecom, Industrial, Travel, Retail , BFSI - IBM certified Global solution architect responsible for Rev. Gen. from New and Existing businesses.- Handling targeted account development by assessing client need and creating value through synergies and efficiencies with existing businesses. (Scoping and Due diligence studies at client locations, business modeling, cost architecture, driving cost optimization and maximizing revenue, interlocked implementation plans, and IT architecture. Liaison with multiple geographically dispersed teams to develop and present effective value propositions)Achievements and Experiential Learning•.Added over 28 new lines of business (over 3000 people) over a period of Four years contractual value of ~320 Million USD.•Extensive experience on solutioning deals from AG, India, Philippines, UK, Egypt, China across various industry verticals•Completed IBM Global certifications on CRM Solution Architect Mastery Certification •Site scoping/ benchmarking study of near shore locations for the Americas Geography UAE, UK and China. •Recognized as an outstanding performer and part of the IBM’s Talent Spark group for 5 years (2008, 2009, 2010, 2011, 2012) Show less

  • SR Manager : CRM Solutions Architect

    Jul 2013 - Jan 2014

  • Manager - CRM Solutions Architect

    Jul 2010 - Jun 2013

  • Deputy Manager CRM Solutions

    Jan 2008 - Jul 2010

  • Assistant Manager Business Development

    Jun 2007 - Dec 2007
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  Concentrix

  Feb 2014 - now

  Experience in handling targeted account development by assessing client need and creating value through synergies and efficiencies with existing businesses. (Scoping and Due diligence studies at client locations, business modeling, cost architecture, driving cost optimization and maximizing revenue, smooth interlocked implementation plans, and a resilient IT architecture.Expertise in working with global teams across developed/developing markets and Liaison with multiple geographically dispersed teams to develop a definite client value proposition Show less Experience in handling targeted account development by assessing client need and creating value through synergies and efficiencies with existing businesses. (Scoping and Due diligence studies at client locations, business modeling, cost architecture, driving cost optimization and maximizing revenue, smooth interlocked implementation plans, and a resilient IT architecture.Expertise in working with global teams across developed/developing markets and Liaison with multiple geographically dispersed teams to develop a definite client value proposition Show less Experience in handling targeted account development by assessing client need and creating value through synergies and efficiencies with existing businesses. (Scoping and Due diligence studies at client locations, business modeling, cost architecture, driving cost optimization and maximizing revenue, smooth interlocked implementation plans, and a resilient IT architecture.Expertise in working with global teams across developed/developing markets and Liaison with multiple geographically dispersed teams to develop a definite client value propositional Show less

  • Sr Technical Solutions Strategist

    Apr 2024 - now

  • Senior Solutions Architect

    Mar 2018 - now

  • Group Leader solutions and pricing

    Jan 2017 - Feb 2018

  • Sr Manager CRM Solutions

    Feb 2014 - Dec 2016