David Vardanyan Email & Phone Number

Barcelona, Ct, Es

Barcelona, Cataluña, España

• Leading and managing daily 24/7 ops of a Team of 100+ agents, team leads, trainers and coaches • KPI's and SLA management on a daily basis. (reduced average handling times by 60 seconds using the Pareto principle) & improved quality by 22%• Managing client invoicing and budget. Overhead ratios and hiring processes• Executive summaries, weekly reporting and monthly business reviews with clients, directors and C-level• Monthly volumes forecasting and resources… Show more • Leading and managing daily 24/7 ops of a Team of 100+ agents, team leads, trainers and coaches • KPI's and SLA management on a daily basis. (reduced average handling times by 60 seconds using the Pareto principle) & improved quality by 22%• Managing client invoicing and budget. Overhead ratios and hiring processes• Executive summaries, weekly reporting and monthly business reviews with clients, directors and C-level• Monthly volumes forecasting and resources allocation.• Streamlined client invoicing processes, reducing errors by 50% and improving budget accuracy by 15%. Client query backs went to down to 0• Implemented smooth onboarding process for Team Leads and coaches with HR• Designed new process maps & guidelines for specific processes with draw.io Show less

Barcelona, Cataluña, España

Barcelona, Cataluña, España

Barcelona Y Alrededores, España

• Daily management of a team of up to 32 analysts, seniors and leads• Process improvement and high priority escalation management• Improved a dysfunctional team from 2.7 orders/day to 6.7 orders/day• Improved general team quality from 85% to 95%• BI reporting, KPI, SLA and NPS management• Process improvement, training and internal enablement for new software• Leading DACH region management of customers• Millions-worth project management… Show more • Daily management of a team of up to 32 analysts, seniors and leads• Process improvement and high priority escalation management• Improved a dysfunctional team from 2.7 orders/day to 6.7 orders/day• Improved general team quality from 85% to 95%• BI reporting, KPI, SLA and NPS management• Process improvement, training and internal enablement for new software• Leading DACH region management of customers• Millions-worth project management for VPN customers• Internal continuous improvement as SME, testing of new software and leading trainings/enablement• Making sure that the service is seamless, working together with tech and non-tech teams• Resolved customer service issues by finding immediate solutions, increasing customer confidence, anddecreasing escalations to executive office.• Capacity models for employee staffing Show less

- Daily Monitoring of work- Job organisation & time management- Processing customer orders- Participating in & leading projects- UAT's and testings- Team & department productivity reports- Working in Continuous Improvement- Assiting team leader & participating in conference calls

Minor, Project Director

Project Director Minor - Managing a 500K Project simulation in Simultrain. - Triple constraint management - The Project Director as a Team.

Executive Mba

Bachillerato, Ciencias Sociales