Anand Gurdial
About Anand Gurdial
Anand Gurdial serves as the Director of Support at Book4Time Inc., where he has significantly improved operational efficiency and customer satisfaction through various initiatives. His extensive experience includes roles at Symantec Cloud Services and Volanté Systems, where he focused on technical support, service delivery, and project management.
Work at Book4Time
Anand Gurdial has served as the Director of Support at Book4Time Inc. since 2019. In this role, he has focused on enhancing support operations and customer satisfaction. He achieved a 97% reduction in breached tickets by generating reporting and notifications. Additionally, he revamped the product release strategy to ensure efficiency and minimal impact on the customer base. His leadership has led to a significant decrease in call abandon rates by 81%, utilizing data analytics to identify service gaps.
Previous Experience in Technical Support
Prior to his current position, Anand Gurdial held various roles at Symantec Cloud Services. He worked as a Security Analyst from 2010 to 2011, then progressed to the role of Americas Client Support Team Lead from 2012 to 2014. He also served as Product Service Lead for Cloud Managed Email Solutions from 2011 to 2012 and as Associate Manager of Technical Support and Operations from 2014 to 2017. His experience in these roles contributed to his expertise in technical support and service delivery.
Education and Expertise
Anand Gurdial has a solid educational background in project management and computer systems. He studied at Seneca College of Applied Arts and Technology, earning an Associate's degree in Computer Systems Networking and Telecommunications from 2006 to 2008. He furthered his education at Centennial College, where he completed a course in A+ and Fundamentals of Project Management in 2015. Additionally, he studied at Ctc TrainCanada, achieving a Project Management certification in 2016.
Achievements in Support Operations
Anand Gurdial has implemented several initiatives that significantly improved support operations. He decreased the knowledge gap within his team by introducing a product certification program, resulting in a 64% reduction in false positives. He also facilitated post-incident review meetings to drive root cause analysis and remediation plans. His proactive problem management practice has been instrumental in identifying corrective actions to prevent service recurrences.
Leadership Roles at Volanté Systems
Anand Gurdial held leadership positions at Volanté Systems, serving as Manager of Technical Support from 2017 to 2018 and later as Director of Service Delivery from 2018 to 2019. During his tenure, he increased survey return rates by 140% and improved customer satisfaction scores by 3% through strategic changes to survey frequency and presentation. He also implemented strict processes and policies that led to a 76% decrease in backlogged tickets.