Open to opportunities

Varun Kaul

@varunkaul

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Customer-centric IT specialist with 12 years in service management.

India

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What I'm looking for

I seek a role that fosters growth, values collaboration, and emphasizes customer success.

As an Assistant Team Lead with over 12 years of experience in IT service management and technical support, I have consistently driven customer success and enhanced client relationships. My strategic approach has resulted in a 25% boost in client satisfaction, showcasing my commitment to delivering exceptional service. I have successfully led over 10 projects using Jira, achieving a 95% on-time completion rate, which has significantly improved project visibility and stakeholder trust.

My expertise in process optimization has led to a 40% improvement in customer complaint resolution time. I have pioneered innovative strategies that reduced task fulfillment time by 50%, while also achieving a 95% resolution rate for technical inquiries within 24 hours. My international exposure across the USA, Europe, and Canada has enriched my perspective, allowing me to implement best practices in diverse environments. As a collaborative trainer and mentor, I have improved team efficiency by 20% through knowledge sharing and skill development.

Experience

Work history, roles, and key accomplishments

Current

Assistant Team Lead

Current

Cogniter Technologies

Dec 2014 - Present (10 years 6 months)

As Assistant Team Lead, I enhance team collaboration and supervise client onboarding to ensure 100% product adoption. I drive project execution with a 95% on-time completion rate and manage project plans using Jira, optimizing team efficiency and reducing task fulfillment time by 50%.

Team Collaboration Onboarding Project Management Jira Process Optimization Technical Support Training ITIL

Senior Technical Support Analyst

Cogniter Technologies

Dec 2014 - Nov 2020 (5 years 11 months)

In my role as Senior Technical Support Analyst, I achieved a 95% resolution rate for technical inquiries within 24 hours and improved client engagement through high-impact software demonstrations. I also optimized knowledge management and streamlined operational processes to enhance service delivery.

Technical Support Client Engagement Knowledge Management User Acceptance Testing Problem Solving ITIL Customer Satisfaction

Client Technical Support Associate

Dell International Services

Feb 2013 - Oct 2014 (1 year 8 months)

As a Client Technical Support Associate, I provided premium-tier technical assistance with a 95% issue resolution rate. I supported high-end clientele and ensured SLA compliance while enhancing team capability through training sessions on emerging technologies.