David Vardanyan
Barcelona
Summary
Seasoned Operations Manager
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Operations Manager
NewCo Communications
Barcelona
08.2023 - Current
- Leading and managing daily 24/7 ops of a Team of 80 agents, team leads, trainers and coaches
- KPI's and SLA management on a daily basis. (reduced average handling times by 30 seconds using the Pareto principle) & improved quality by 20%
- 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.
Operations Manager
Red Points
04.2024 - 01.2024
- Managing a team of customer onboarding analysts and leads
- Setting and managing new KPI's, SLO's & SLA's for scalable late start up growth
- Hiring and promoting new talent
- Leading new processes and improving existing ones
- Reduced customer onboarding leadtimes by 4 days
- Successfully designed, implemented and tested new documentation upload functionality
- Reporting directly to the VP of Operations
- Created capacity models from scratch and hired accordingly.
Consultant for Google Data Centres
Avicado Construction Technology Services
06.2021 - 03.2022
- E-Builder & project management consultant for Google DC's for EMEA
- Daily/weekly/monthly reporting and data management with Data Studio on key results
- Process management (creating new processes within the software and updating legacy ones)
- User training and enablement
- 800 million worth DC construction project management support to all EMEA users.
Service Delivery Manager
NTT Limited
11.2020 - 06.2021
- In charge of the Service Delivery management of several premium customers and sales teams
- Leading regular customer and internal reports through Power BI
- Establishing Root cause analysis' and improvement action plans
- Managing escalations for critical issues like service outages
- Tickets handling through Servicenow
- Process improvement.
Team Leader/Manager, Service Delivery Operations
COLT Technology Services
10.2013 - 03.2019
- Managing a team of upto 32 analysts, seniors and leads
- Daily ops
- Management, process improvement and high priority escalation management
- Led a dysfunctional team from 2.7 orders/day to 6.7 orders/day
- BI reporting, KPI, SLA and NPS management
- Process improvement, training and internal enablement for new software
- Leading DACH region management of customers
- Milions-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 technical, PM NPS and CSAT score management.
Minor Project Director
EAE Business School
01.2020
Education
MBA -
EAE Business School
Barcelona2020
Minor Project Director
EAE Business School
Barcelona2020
Certification
- ITIL V4 Foundation (2020)
- Logic Monitor Certified Associate (2020)
- Lean Six Sigma Yellow Belt (2016)
Languages
English
Bilingual or Proficient (C2)
German
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Catalan
Bilingual or Proficient (C2)
Armenian
Bilingual or Proficient (C2)
French Intermediate
Intermediate (B1)
Timeline
Operations Manager
Red Points
04.2024 - 01.2024
Client Operations Manager
NewCo Communications
08.2023 - Current
Consultant for Google Data Centres
Avicado Construction Technology Services
06.2021 - 03.2022
Service Delivery Manager
NTT Limited
11.2020 - 06.2021
Minor Project Director
EAE Business School
01.2020
Team Leader/Manager, Service Delivery Operations
COLT Technology Services
10.2013 - 03.2019
MBA -
EAE Business School
Minor Project Director
EAE Business School