Gavin Callaghan, ITIL V4 certified professional possessing 6.6 years’ experience as a Business Operations Lead driving business critical processes.

About

ITIL V4 certified professional possessing 7.3 years’ experience as a Business Operations Lead for Kyndryl driving business critical processes/projects. Expertise in client facing roles. Well versed in MS Office Applications. Recipient of yearly performance awards for timely and quality delivery.

Experience

Kyndryl

Feb 2017 – Present

Bangalore, India

Lead, Business Operations

Erstwhile IBM’s infrastructure services, Kyndryl spun-off into a separate entity on Nov. 3, 2021. Achievements: • Recipient of multiple performance awards for timely and quality delivery. • Performed a complete revalidation of Microsoft license usage costs for Q1 2023 resulting in cost savings for Kyndryl of approximately USD 70,000. • Played an integral role in the contract renewal between Kyndryl and the client. • Coordinated and successfully delivered SWAT Project with AT&T to investigate the physical existence of 100+ network devices spread across the globe and onboard them to the configuration database, increasing revenue for the customer. • As Process Owner for Portable Storage Media, successfully closed Corporate Audits and ISO 27001 Surveillance Audits with zero findings for the last 4 years. • Designated as Process Owner for Physical & Environmental Security processes from a global perspective to be compliant on all measurement elements. Ensured all operational metrics were satisfactory by September 2020 (6 months since I was handed over the process). • Coordinated and drove the delivery of SOX servers and non-SOX servers MEF (Manual Entry File) Extraction, where quarterly completion of SOX percentage was at a high of 99%. • Managed and achieved 98% patching success on 380 SOX servers within 6 months from a low of 69% patching success in the previous months. Program/Project Coordination: • Effective in managing the Change Management process while adhering to project scope. • Ensure implementation of project milestones/activities as planned/communicated to the client. • Successfully meet client expectations through completion of project deliverables (as measured by client feedback scores, emails, and direct feedback). • Highlight any deviation from Estimates / Forecasts Vs Actuals. • Participate in various business reviews by responding promptly to inputs required by Management.

Canali India Pvt Ltd

Sep 2015 – Jan 2017

Kolkata, India

Associate Store Manager

• Drive operational excellence across all areas of the store. • Establish and implement Action Plans in order to develop sales for each product category and client segment. • Maintain a strong understanding of product sale performance and optimize sales of the available inventory. • Encompassing excellent product knowledge and drive the same standard across the team. • Ensure the implementation of CRM initiatives to develop a clientele network for the store. • Responsible for the sales growth and development of the existing VIP Client portfolio. • Training and mentoring new joiners and enabling them to be adequate to handle clients. • Closed big ticket transactions by link selling for value addition towards the business. • Identifying prospective clients and generating new business from existing clients in line with YTD targets. • Played a pivotal role in managing visual merchandising through various brand presentations. • Took care of the general look of the store/departments in terms of cleanliness, tidiness and efficiency, in order to ensure the best image of products and store, in line with the Canali brand communication and promotion strategy. • Support the maintenance of stock and inventory accuracy, in line with corporate policies and procedures. • Preparation of all reports at the store level.

GUCCI

Jul 2014 – Sep 2015

Kolkata, India

Fashion Consultant

• Develop individual relations with customers to drive repeat business. • Knowledge of principles and processes for providing customer and personal services, which includes customer’s needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • Acknowledge and escalate customer problems or complaints for optimal solutions. • Achieve month on month sales target. • Work as a team to contribute to store success. • Individually take ownership for all store operational issues, to include store housekeeping, store administrative duties, physical inventories, etc. • Contribute to maintaining a high-end store image. • Provide styling options to clients. • Prepare reports as and when required. • Ensure visual merchandising standards are maintained. • Ensure 100% compliance to SOP's. • Coordination with HO and interfacing with Mall Management related to daily running of the store. • Representing the brand in Made to Order and Made to Measure Events held in the city for top clientele.

IKEA

Sep 2012 – Jul 2013

Doha, Qatar

Assistant Sales Manager

• Part of the commercial build-up and opening of the IKEA Doha store. • A thorough knowledge of products being handled and carrying out Competitor monitoring. • Ability to sell and interact with customers and provide excellent customer service. • Maintaining relationship with customers by implementing CRM at the store level and providing relevant feedback to HO. • Knowledge of all aspects of Visual Merchandising and Retail hygiene. • Handling after sales service and providing effective solutions to customers. • Replenishment and re-ordering of stocks. • Analysing ageing stock and determining effective ways of selling it. • Forecasting, Inventory control and Cost Control. • Team Leadership and Personnel Training and Development. • Time Management. • Performance Development Reviews of Personnel and laying down objectives. • Administrator for Staff Management Systems Software (SMS), related to taking care of Personnel Login and Logout timings, planning Rosters and Annual Leaves and providing reports to HR for monthly Payroll of Personnel.

Rivoli Group

Jan 2007 – Aug 2012

Dubai, UAE

Store Manager

Job responsibilities included, but were not limited to the following: • A thorough knowledge of products being handled and of competing brands. • Ability to sell and interact with customers and provide excellent customer service. • Maintaining relationship with customers by Implementing CRM at the store level and providing relevant feedback to HO. • Knowledge of all aspects of Visual Merchandising and Retail hygiene. • Handling after sales service and providing effective solutions to customers. • Replenishment and re-ordering of stocks from the warehouse. • Analyzing ageing stock and determining effective ways of selling it. • Inventory control and Cost Control. • Team Leadership and Personnel Training and Development. • Time Management • Co-ordination with HO and interfacing with Mall Management related to daily running of the store. • Representing the Vertu brand at VIP Events such as Dubai Boat Show co-sponsored by Vertu for advertisement and media coverage of the current collections and new launches.

OnProcess Technology

Nov 2004 – Dec 2005

Kolkata, India

Quality Coach - 1

• Defining and establishing the overall quality strategy and approaching to determine, investigate and resolve data quality issues. • Utilizing profiling, quality tools and various data sources in order to determine causes of quality issues. • Establishing an on-going process to maintain quality data and defining quality audit processes. • Identifying and leveraging opportunities to improve the quality management processes, systems and standards. • Training and articulating the other departmental professionals regarding the benefits and need for quality checking. • Working closely with the internal business units to resolve any quality issues. • Recommending modifications and changes, if any, to the appropriate departments. • Coordinating the work of the other Quality Coaches of the department.

Education

University of Calcutta

Apr 2001 – Mar 2004

Bachelor of Commerce, Commerce

Gavin Callaghan

ITIL V4 certified professional possessing 6.6 years’ experience as a Business Operations Lead driving business critical processes.

Skills

Languages