Who is Christopher Daniel? Overview
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Christopher Daniel is listed as Senior Program Manager at HCLTech, based in Bengaluru, Karnataka, India. AeroLeads shows a matched LinkedIn profile for Christopher Daniel.
Christopher Daniel previously worked as Senior Consultant at Advance Innovation Group and Head- Global Service Desk and Contact Centre at Qrestik Technologies. Christopher Daniel holds Master Of Business Administration (Mba), Information Systems from Sikkim Manipal University, Gangtok.
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Email format at HCLTech
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HCLTech
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Profile bio
About Christopher Daniel
My professional identity is a commitment to addressing customer needs and delivering exceptional results through People, Process and Technology.With over 19 years of leadership experience, I have built a proven track record of establishing, leading and contributing to the Global Service Desks, Contact Centres, Service Management and Infrastructure Support. My international experience includes transformative roles in Malaysia, the Netherlands, and US, where I significantly elevated operational efficiency, delivering high-quality and cost-effective solutions.A Passionate People leader who has coached and created leaders for the last 17 years managing diverse global cross-function teams.I have co-created business impact and led account growth through Digital Transformation and Automation, spearheaded service improvement and forged robust relationships with clients and partners. My contributions have been acknowledged through distinctions such as being recognized as a 'Key Contributor’ and A Grade Player by CEOs and Business Leaders.Skills include Customer Relationship Management, Pre Sales/ Business Development and Marketing Support Product Management, IT Service Desk Management, Contact Centre, End User Support, Service Management, Cloud Computing, Project/Transition Management, Lean Six SigmaCompetencies comprise of Digital Transformation and Automation, People Management / Cost Centre Management, Information Security ManagementFeel free to contact me at chrisdanieljohn@outlook.com, +91 9711208808
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12 roles · 5 years
Christopher Daniel work experience
A career timeline built from the work history available for this profile.
Senior Consultant
Solutioning and implementation of Service Desk and Contact CentreProcess Engineering and Digital Transformation
Nov 2023 - Jun 2024
Head- Global Service Desk And Contact Centre
Led client engagement, and account management to drive customer satisfactionDeveloped collaterals for the Marketing teamFormulated Service Desk transition frameworks and practice documents
2022 - 2023
~1 yr
Program Director- Service Desk And Infrastructure Managed Services
Account Growth Customer Engagement, Process Governance Transformed Service Desk from Dispatch to Technical resolution team Management of NOC, Connectivity and Collaboration, System and Platform SupportPlanning & executing Contact Centre design and managementHelpdesk Management – L1, L2 Team Management
Sep 2020 - Nov 2022
Senior Service Delivery Manager
Seamless implementation of Service Desk and GNOC for green field accountProvide leadership and ensure seamless Service DeliveryCustodian of customer relationship management and conduct governance on performancemanagementDrive Customer/ User experience and User Satisfaction IndexPlans and executes service improvement plans and drive continual service improvementP&L Management
Jun 2019 - Aug 2020
Head(Senior Manager) - Global Service Desk And Service Management
• Head of Service Desk, Incident, Problem, Change, NOC• India, China and Romania Service Desk operations and Partner Manager for Service Desk - Malaysia• Project Management / Operation readiness • Process re-engineering and automation/ self serve
Apr 2017 - Mar 2019
Service Delivery Manager - Service Desk
Lead high impact team of Engineers to deliver good customer experience located in India, China and Malaysia • Cross function engagement with teams to drive process efficiency• Ensure restoration of service within pre-defined SLAs• End to end TT(Trouble Tickets) and SR( Service Request) responsibility as per defined turnaround times• Collaborate and participate in technical discussion to improve overall service performance• Manage customer experience and CSAT improvement• Forecasting resource requirement and budgeting • People Management and development • To ensure high motivation level and well being of all their staff in terms of working environment and conditions of employment• Participate and conduct recruitment interviews for selection of personnel• Conduct coaching feedback on at regular intervals and perform mid-term and annual appraisal/review
Jun 2015 - Apr 2017
Head Contact Centre - Malaysia And India
People & Performanace Management : manage cross functional teams in India and Malaysia and leading them to drive customer experience and client service delivery and leveraging global foot print- Managing Partnerships: Engaged in E2E BPO procurement though RFP, Selection process operational governace - Process Re-engineer and deliver efficiency/improvement in overall contact centre performance resulting in a bottom line and global business impact.- OPEX Mangement for India and Malaysia contact centres- Project management and Solutioning : Conceive Plan and Implement global contact centre solutions for new clients
Jan 2012 - May 2014
Contact Centre Manager - India
Jun 2010 - Jan 2012
Manager-Operations & Strategy
Manager- Recovery Analyst ( P4 Blend Process BO& Voice)Team of Recovery Analysts/lawyers ,2 Asst Managers ,2 SME’s )Support the BD team with strategic inputs.Evaluating the effectiveness of the team by auditing and performance management.Managing absenteeism and attrition management through effective people
Jul 2008 - Jun 2010
Assistant Manager
May 2005 - Jun 2008
Team Leader
May 2003 - May 2005
4 education records
Christopher Daniel education
Master Of Business Administration (Mba), Information Systems
Sikkim Manipal University, Gangtok
Pg In Business And Finance
Business Technology Education Council U.K
B.Com, Commerce
Pmp, Project Management Professional
Pmi
FAQ
Frequently asked questions about Christopher Daniel
Quick answers generated from the profile data available on this page.
What company does Christopher Daniel work for?
Christopher Daniel works for HCLTech.
What is Christopher Daniel's role at HCLTech?
Christopher Daniel is listed as Senior Program Manager at HCLTech.
Where is Christopher Daniel based?
Christopher Daniel is based in Bengaluru, Karnataka, India while working with HCLTech.
What companies has Christopher Daniel worked for?
Christopher Daniel has worked for Hcltech, Advance Innovation Group, Qrestik Technologies, Infinite Computer Solutions, and Microland Limited.
How can I contact Christopher Daniel?
You can use AeroLeads to view verified contact signals for Christopher Daniel at HCLTech, including work email, phone, and LinkedIn data when available.
What schools did Christopher Daniel attend?
Christopher Daniel holds Master Of Business Administration (Mba), Information Systems from Sikkim Manipal University, Gangtok.
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