Summary
Work history
Education
Skills
Languages
Personal Information
Timeline
pwb

Varun shekhar Singh

Borivali East

Summary

Seeking a challenging position in an organization which provides opportunities for professional growth to effectively utilize my skills and abilities for enhanced management.

A dynamic professional with over 15 years of experience in IT, ITSM. Seasoned professional with focus on optimising operational workflows and driving business growth.

Work history

PMO Lead

HCL Tech
Lucknow
04 2025 - Current
  • Monitor task completion, program milestones, and deliverables on a weekly basis to ensure timely progress.
  • Maintain detailed program plans and update timelines in collaboration with cross-functional teams.
  • Prepare and distribute status reports and dashboards for senior stakeholders and steering committees.
  • Track program expenses, maintain cost records, and assist in forecasting future financial needs.
  • Act as the single point of contact for team members, vendors, and external stakeholders.
  • Coordinate onboarding processes with HR and IT teams to ensure seamless integration of new hires.
  • Schedule and manage logistics for town halls, client visits, and internal team meetings.
  • Support business operations by assisting with invoice creation and documentation.

Technical Specialist

HCL TECH
Lucknow
06 2022 - 03 2025
  • To develop Team Managers Capabilities, drive KPI's and deliver measurable outcomes
  • Attend WBR and MBR's with management and stakeholders across clusters to review overall Performance.
  • Conduct weekly performance reviews to evaluate process efficiencies and implement quality measures to meet goals.
  • Handling a span of 120 Service Desk Agents supporting, 20,000 users.
  • Front-end relationship with client. Involved in all Client interaction and Client communication
  • Identify inefficiencies in Processes and Propose appropriate solutions
  • Conduct interviews for new candidates
  • Plan for professional growth of team members, in line with business requirements
  • Conduct team Lead meetings to build team
  • Implemented the RONA (Reroute on No Answer) for New project (Tenet Healthcare) to avoid the abandoned %.
  • Received the appreciation from New client on smooth transition on chat & self service queue

Associate Manager

Sutherland Global Services
Mumbai
03 2012 - 06 2018
  • Handling the Service desk call for Dell consumer & enterprise customer and provide the correct resolution within the service level.
  • Maintaining DR & RDR Target assigned by clients
  • Regular interactions with Consultants to check their needs and process understanding.
  • Recognized as the Most valued employee of the quarter FY 14, FY 16, FY 17.
  • Administered the smooth launch of new LOB of Dell (Dell service Provider) and achieved 81% + customer experience in 01st quarter with 88% xpr.

Associate Manager

Sutherland Global
Mumbai
05 2018 - 06 2020
  • Handling 25 Member for DHL Kyc team.
  • Responsible for team shrinkage & attrition.
  • Implemented Auto Dialer Pilot project to reduce the outbound count.
  • Successfully Reduce the 40% Outbound through Auto dialer without any impact on output metric and saving revenue for the company.

Associate Manager

Sutherland Global
Mumbai
04 2020 - 06 2022
  • Managing a team of 35 consultants, to ensure that all key metrics of performance as per the Client SLA are met and exceeded.
  • Managing team performance and responsible for the overall enhancement of the team.
  • Driving business metrics (e.g., TNPS, Quality, Service levels (call & Email), AHT, Schedule adherence, etc.)
  • Daily chat, Email Monitoring & sharing the feedback based on the observations.
  • Daily, Weekly and monthly performance review with the team.

Senior Associate

Intelenet Global Services
Mumbai
02 2008 - 10 2012
  • Handling calls and complaints of Customer to provide resolution.
  • Provide first call resolution to get TNPS/FCR.
  • Worked as a Shadow SME to support nesting batch.

Education

B.Com - undefined

H.Sc - undefined

S.S.C - undefined

Skills

  • Process improvement strategies
  • Productivity improvement specialist
  • Team leadership
  • Training and development expertise
  • Cost reduction and containment
  • Time Management

Languages

English
Hindi
Marathi

Personal Information

  • Singh.Varun@live.com
  • +91 9930157670
  • Father: Late Bhupeshnath Singh
  • Date of birth: 10/06/1989

Timeline

PMO Lead

HCL Tech
04 2025 - Current

Technical Specialist

HCL TECH
06 2022 - 03 2025

Associate Manager

Sutherland Global Services
03 2012 - 06 2018

Associate Manager

Sutherland Global
05 2018 - 06 2020

Associate Manager

Sutherland Global
04 2020 - 06 2022

Senior Associate

Intelenet Global Services
02 2008 - 10 2012

B.Com - undefined

H.Sc - undefined

S.S.C - undefined

Varun shekhar Singh