CHANDAN KUMAR
BPM Operations Leader
Mohali
Summary
BPM and CX operations executive with 22 years of experience across India, GCC, UK and APAC building and scaling global delivery operations. Founding executive at Technotask Global Solutions, scaling the organization from startup to $16.7M ARR and 5,000+ FTE across 19 delivery centres in four countries. Experience includes BPO operations, enterprise CX delivery, GCC market expansion, operational scaling, P&L governance and AI-enabled CX transformation. Currently leading growth and AI transformation initiatives at Cogneesol while advising CX technology companies on GCC market entry and partnerships.
Overview
24
24
years of professional experience
3
3
Certifications
3
3
Languages
Work History
VP – Marketing and Business Development
COGNEESOL INC
12.2024 - Current
- BPM services organization delivering CX, legal, F&A, and insurance outsourcing.
- Generated ~$1.2M incremental revenue through integrated inbound and outbound growth initiatives.
- Repositioned services toward AI-enabled BPM delivery.
- Implemented AI literacy and adoption programs for frontline and supervisory teams.
Head of Growth & New Initiatives (AI)
TECHNOTASK GLOBAL SOLUTIONS LLC
08.2020 - 12.2024
- Startup BPM platform delivering omnichannel CX services to enterprise clients.
- Scaled operations from startup to over 5,000 FTEs across 19 delivery centers in four countries.
- Established delivery operations across India, the UAE, Egypt, the Philippines, and Colombia.
- Built governance frameworks across voice, chat, email, social, and back-office CX operations.
- Converted 16+ enterprise pilots into multi-year delivery programs.
- Supported enterprise clients, including Noon, Al-Futtaim, Western Union, Flipkart, and Swiggy.
- Relocated to Dubai to support GCC market expansion and enterprise client development.
- Oversaw operational finance, including payroll governance, vendor payments, and cost management.
- Led the deployment of AI-enabled CX technologies, including conversational AI, routing optimization, and workforce automation.
- Facilitated approximately $1.5 million in CX technology investment and partnerships.
- Operational outcome: Scaled organization to $16.7M ARR within four years.
BPO Manager – Operations
OPEN DESTINATIONS LTD
09.2012 - 12.2018
- Travel technology and services organization supporting global travel companies.
- Scaled BPO operations from 24 FTEs to over 200 FTEs.
- Transitioned delivery from backend processing to customer-facing CX operations.
- Implemented governance covering training, quality assurance, and performance management.
Operations Manager (Career Progression)
WIPRO SPECTRAMIND | IBM DAKSH | AEGIS
01.2002 - 01.2012
- Progressed from contact center agent to operations manager during the early expansion of India's BPM industry.
- Telecom and technology support operations.
- Offshore migration and international client delivery environments.
- Operational leadership of teams of up to 350 staff.
Education
MPIB - International Business
Symbiosis Institute of Foreign Trade
Pune05-1996
Bachelor of Commerce -
Symbiosis College of Arts And Commerce, Pune University
04-1993
Skills
- BPM Operations Management
- GCC Market Expansion
- Global Delivery Operations
- AI-Enabled CX Transformation
- BPO Scaling and Workforce Expansion
- Conversational AI and CPaaS Platforms
- P&L Management and Cost Governance
- Vendor and Technology Partnerships
- Enterprise CX Programmes
- Operational Governance and Performance Management
Certification
Lean Six Sigma Green Belt (Trained)
Timeline
VP – Marketing and Business Development
COGNEESOL INC
12.2024 - Current
Head of Growth & New Initiatives (AI)
TECHNOTASK GLOBAL SOLUTIONS LLC
08.2020 - 12.2024
BPO Manager – Operations
OPEN DESTINATIONS LTD
09.2012 - 12.2018
Operations Manager (Career Progression)
WIPRO SPECTRAMIND | IBM DAKSH | AEGIS
01.2002 - 01.2012
MPIB - International Business
Symbiosis Institute of Foreign Trade
Bachelor of Commerce -
Symbiosis College of Arts And Commerce, Pune University
Geographic Experience
- India
- UAE / GCC
- UK
- APAC
- LATAM