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Anand Gurunathan

Director (IT), Customer Support and Retention

Director (IT), Customer Support and Retention at Adobe

San Francisco Bay Area

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Anand Gurunathan's Email Addresses & Phone Numbers

Anand Gurunathan's Work Experience

Adobe

Director (IT), Customer Support and Retention

September 2015 to Present

San Francisco Bay Area

Boost Media

VP, Technology Delivery

April 2015 to September 2015

Yahoo!

Director, Customer Experience Business Systems

March 2013 to April 2015

Anand Gurunathan's Professional Skills Radar Chart

Based on our findings, Anand Gurunathan is ...

Detail-oriented
Independent
Strategic

What's on Anand Gurunathan's mind?

Based on our findings, Anand Gurunathan is ...

57% Left Brained
43% Right Brained

Anand Gurunathan's Estimated Salary Range

About Anand Gurunathan's Current Company

Adobe

Frequently Asked Questions about Anand Gurunathan

What company does Anand Gurunathan work for?

Anand Gurunathan works for Adobe


What is Anand Gurunathan's role at Adobe?

Anand Gurunathan is Director (IT), Customer Support and Retention


What is Anand Gurunathan's personal email address?

Anand Gurunathan's personal email addresses are a****[email protected], and a****[email protected]


What is Anand Gurunathan's business email address?

Anand Gurunathan's business email addresses are not available


What is Anand Gurunathan's Phone Number?

Anand Gurunathan's phone (**) *** *** 633


What industry does Anand Gurunathan work in?

Anand Gurunathan works in the Information Technology and Services industry.


About Anand Gurunathan

📖 Summary

Seasoned Technology executive with a proven track record of solving business problems using technology, business processes and high-caliber teams. I have led numerous business transformation initiatives at Yahoo and eBay with superior results. My core strength is executional excellence. I have a decade experience in Developing Product vision, Roadmap planning, Defining Product features, Program execution. Combined with 7 years of consulting experience, I have operated and navigated complex corporate environments successfully. I was on the Customer Advisory Boards for several Enterprise Software companies to help shape their roadmap and to deliver innovative features for their customers. Specialties: Information Technology, Customer Experience, Enterprise Software, CRM, Product Management, IT Strategy, Program Management, Business Operations, Product Roadmap, Product Planning Oracle RightNow, Genesys, Cisco PCCE, NICE (WFM & AQO), Oracle Knowledge (Inquira), LivePerson, Interactions, IBM Kenexa, Jive.Director (IT), Customer Support and Retention @ From September 2015 to Present (4 months) San Francisco Bay AreaVP, Technology Delivery @ From April 2015 to September 2015 (6 months) Director, Customer Experience Business Systems @ Responsible for the business and technology strategy of Yahoo! Customer Experience organization. Involves definition and implementation of Business Systems for Global Customer Experience organization. Lead a team of Product Managers, Program managers, System support specialists. Key Accomplishments: * Improved Agent efficiency by 15% through Salesforce migration. * Migrated 100% of the global agents to Salesforce platform in record 6 months. * Introduced IVR Virtual Agent to improve agent handle time by 20% * Defined and implemented customer segmentation strategy to differentiate high value customers Portfolio of systems include: CRM, Telecom, Workforce Management, Quality Management, Reporting, Segmentation, Automation tools among others. From March 2013 to April 2015 (2 years 2 months) Director, Customer Advocacy, Insights and Retention (AIR) Business Programs and Platforms @ Responsible for the definition, delivering and managing the Y! Self-Help (help.yahoo.com) and CRM platforms for the AIR business. * Product Management * Program Management * Roadmap Definition * Systems support Key Accomplishments: * Increased Agent productivity by 50% through tool and workflow optimizations that resulted in saving $2MM * Features introduced as part of productivity improvement initiative were later integrated into the Oracle RightNow product. * Successfully led the legacy content management systems to a Knowledge Management System in record time (1 year) globally. * Responsible for redesign and roadmap definition of the revamped Help platform From September 2011 to March 2013 (1 year 7 months) Sr. Program Manager, Advertising Product Group PMO @ Program managed the next generation Display Advertising platform (APT from Yahoo!) releases 1.8 through 2.3 Primary responsibilities included: * Roadmap Planning * Portfolio Planning * Worked with Product and Business stakeholders to define roadmap and release strategy * Worked with Engineering, Quality and Service Engineering on delivering to roadmap commitments From August 2009 to August 2011 (2 years 1 month) Program Manager @ Managed several successful large-scale programs within Customer Support (CS), Trust and Safety, Display/Text Advertising and Seller domains within eBay. Key initiatives included: * Re-designing eBay’s Feedback platform * Customer Support Infrastructure revamp * eBay Top-rated seller * Supporting Advertising platform roadmap Primary responsibilities included Program Management, Roadmap Planning, Resource forecasting, Interfacing with Sr. Executives and Business and Technology stakeholders, working with cross-functional teams (Development, QA, and Product Management) and Risk Management/Mitigation planning From September 2005 to August 2009 (4 years) Manager @ From May 1998 to September 2005 (7 years 5 months) San Francisco Bay AreaManager @ From May 1998 to September 2005 (7 years 5 months) San Francisco Bay AreaSr. Programmer @ From July 1997 to May 1998 (11 months) San Francisco Bay AreaSr. Systems Executive @ From April 1991 to July 1997 (6 years 4 months) Chennai Area, India Anand Gurunathan is skilled in: Product Management, Cross-functional Team Leadership, Program Management, CRM, Strategy, Enterprise Software, Management, Leadership, Project Management, IT Strategy, Agile Methodologies, Agile Project Management, SaaS, Software Development, Customer Service


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In a nutshell

Anand Gurunathan's Personality Type

Extraversion (E), Intuition (N), Thinking (T), Judging (J)

Average Tenure

3 year(s), 3 month(s)

Anand Gurunathan's Willingness to Change Jobs

Unlikely

Likely

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