Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Varun Belani

Summary

Reliable business professional with experience in project management, scaling and building projects, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

7
7
years of professional experience

Work History

Team Lead

Bytedance
07.2022 - Current
  • Lead a team of 16 specialists working for 5 different workflows [Hacked, Suspension, Underage Appeals, Minor Safety etc]
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities. [Impact - 25% of the total HC [4 out of 16] were promoted to the next job level within 3 review cycle which is 1.5 years]
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans. [Highest Employee Engagement scores when compared to average score of the site by ~20 basis points]
  • Collaborated with various XFN leads like Policy, QI and other XFN leads to address both product and process aspects in order to develop comprehensive solutions that can enhance overall efficiency and quality. [Illuminated SOP improvement points during the SOP revamps]
  • Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality. [like created extra contribution tracking mechanism with the aim to bifurcate the performance KPI's and Extra contributions/Side projects]
  • Developed effective improvement plans in alignment with goals and specifications. [Regular follow up with low performer cases that resulted in helping them to move to Top quartile agents]
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively. [On Backlogs and other process/product improvement Idea's]
  • Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency. [HC/Resource planning, Shift Rotation, Creating a weekend staffing proposal]
  • Clearly defined SLAs, Productivity and Accuracy target. Communicated SLAs and performance expectations clearly to the team. Utilized monitoring tools and systems to track the team's performance against SLAs. Conducted regular reviews of SLAs to ensure they align with business goals

Team Leader

Globallogic
09.2020 - 06.2022
  • Managed 3 different domains [Film, Govt and Video Games] with the cross vendors setup. [2 different vendors working together]
  • Lead a span of 45 agents working across different domains [SME's and Senior contributors]
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector. [Collectively worked on real time projects and customer escalations]
  • Shared Idea's for the process improvement which resulted in cost effectiveness - Reducing the CLA training Phase to 9 months by removing the redundant steps [got approval from client and implemented across all vendor group] and created notes template which can be used across sites/cluster/vendors]
  • Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
  • Managed the timeline metrics on weekly basis [ATAT, ETAT, SL's, Productivity, Customer Escalation]
  • Actively participated in Hiring Drive and took part in the incubation process to ensure the smooth transition of the contributors
  • Actively communicated with the finance team for the disposal of the monthly RnR monetary rewards
  • Prepared Monthly staffing and coordination the workforce capacity required.

Team Lead

Cognizant Technology Solutions
07.2018 - 09.2020
  • Managed a million $ budget project with a CP of 32% and achieved the project scheduled goals/Metrics.
  • Handled a Span of 60 FTE's, 4 FLM's and 6 SME's [Support Staff] with 5 different LOB's/Workflow under my span
  • Projects Completed -
  • Scaled Email Channel across all LOB's with careful planning, strategic hiring, implementing efficient processes, and continually optimizing performance. [Started with 10 agents with the aim to clear backlog, enhance user experience, maintain SL's and improve the product for the end users]
  • Launched a high-end special onboarding project for the AUNZ (Australia and New Zealand) market that likely involved specialized efforts to welcome and integrate new users on the platform by customizing content as per users and in alignment with business needs, and continuously seeking feedback.
  • Ramped up Level 2 and Level 3 projects in India with a combination of strategic planning, effective team management, and a commitment to quality, SL's and user satisfaction. [Received 2 Niche projects and increased HC]
  • Successfully Supported the AdWords monetization project which required R&D analysis, and collaboration with the clients and different external vendors with the aim to identify the target audience.
  • Expanded and Augmented the business for the AUNZ users by strategic, data-driven, and customer-focused mindset. Successfully navigated the complexities of launching multiple customer service channels [Phone, Chat, Email] and established a foundation for long-term success. [The entire process involved market research to understand the dynamics of the AUNZ region, Strategic hiring, volume assessment, proactively communicating timelines to client, phase wise launch of each channel, Quality assurance check points, collaborating with training and development team, defining KPI and other indicators, and lastly utilizing data to understand the customer sentiments in order to enhance user experience]
  • Revamped a low performing team [for another location] by creating a positive and supportive environment [through 1-0-1's] that enabled the team to evolve from a low-performing state to a more efficient and successful one.
  • Created a Project on CSAT impact with changes in the workflow [Highlighted the volume contribution and category wise impact on CSAT]
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement. [Hired more than 30 FTEs for the project]
  • Managed Client BR's [Twice a week on delivery metrics] to regularly assess the health of project or service delivery metrics.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. Implemented practices like [answering queries on timely basis, leveraging data set and customer comments to understand user sentiments, suggested Idea's to improve the product [for the ease of user to use it]] which collectively contributed to a customer-centric approach, and created a positive and user-friendly experience.
  • Monitored shift changes to uphold successful operations strategies and maximize business success. Improved staffing during busy periods by creating employee schedules and monitoring call-outs. [HC and resource planning]
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.

SME

Cognizant Technology Solutions
01.2017 - 07.2018
  • Handled and supported a team of 20 FTE's where my role was to provide a real-time support to the queries customer have raised in accordance to the set guidelines
  • Sharing daily product related updates with the team to ensure team is up to date
  • Calibration with the team on DSAT's and quality errors received
  • Handling Customer and client escalations
  • Constantly involved in Team building and Team Engagement activities
  • Weekly calibration with the external product team to ensure the product related feedback and Idea's get implemented
  • Auditing a handful of sample size cases to identify the gaps and download the same within the team
  • Weekly session on compliance activity [Do's and Don'ts].

Education

Skills

  • Documentation And Reporting
  • People Management
  • Idea Development and Brainstorming

Accomplishments

  • Awarded Top performer for an entire year in 2015
  • Unicorn Award as top performer for 3 continuous Months
  • Annual ace award winner for 2016.
  • SME of the Quarter for Q3 and Q4 2016 – successfully launched Chat and Voice lines for AUNZ market.

Languages

English - Read, Write and Speak
Hindi - Read, Write and Speak

Timeline

Team Lead

Bytedance
07.2022 - Current

Team Leader

Globallogic
09.2020 - 06.2022

Team Lead

Cognizant Technology Solutions
07.2018 - 09.2020

SME

Cognizant Technology Solutions
01.2017 - 07.2018

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