Sunder Pandian
Hyderabad
Summary
Business deliverance with in-depth operational experience across all line of business of Telecom. Management professional with more than 2 decades of experience in customer success. Proven competencies in Contact Centre Management. Exceptional communication & interpersonal skills, blended with strong capabilities in leading cross functional teams.
Overview
23
23
years of professional experience
Work History
General Manager - Operations
Vijaya Diagnostic Centre Limited
2023.08 - 2023.10
- Ownership of 133 diagnostic centres across India for daily operational requirements
- Provide world class e2e experience at all assisted and non-assisted touchpoints
- Collaboration with LAB and Radiology department for smooth operations
- Laisioning with district medical authorities on compliance and reporting requirements
- To ensure revenue growth by virtue of error free billing and upsell/cross selling of products
- To control cost of operations.
Circle Customer Experience Head
Bharti Airtel Limited
Hyderabad
2016.02 - 2023.06
- End to end circle Customer Experience ownership across multiple lines of businesses
- Revenue enhancement by virtue of exceptional customer experience
- Ensure both B2B & B2C customer experience are governed
- Ensure 100% compliance over norms laid by Dept
- Of Telecommunication
Circle Head - Corporate Service & Collections
Reliance Communications Limited
2011.08 - 2016.02
- Circle Corporate Base Management for all critical KPI’s
- Responsible for achieving AOP for all service/billing/collection/revenue enhancement
- Cluster Customer Service operations profile, related to 5 districts of Karnataka.
Circle Head - Service Marketing
Etisalat Telecom Limited
2011.03 - 2011.08
- To ensure process development and implementation across all launched towns in Karnataka
- To control and execute all Circle Level Customer Related Communications (English/Hindi & Kannada)
- To participate in Contact Centre Recruitments for Karnataka Process
- To ensure TRAI compliances are met month on month on Customer Engagement.
Manager - Service Marketing
Videocon Telecommunications Limited
2009.11 - 2011.03
- Enhanced Revenue from INR-78Lac to INR 1.62Cr., through VAS upsell in Punjab
- Active CFT member for U.P-West Circle Launch
- Active participation on Process Defining Stage for all Service Marketing Function
- Sphere headed all circle related communication requirements
- Headed `West Bengal' Circle for Mobile Number Portability - Acceptance Test.
Head - Service Delivery & Process Improvement
Seventymm Services Private Limited
2006.12 - 2009.11
- Setup Customer Service structure and add adequate and relative manpower to carry on the first of its kind business across locations
- To be part of location setup team and participated on all the Beta Launch of Seventymm circles like Mumbai/Delhi/Chennai/Hyderabad & Chandigarh.
Senior Executive – Customer Interface Group
Tata Teleservices Limited
2004.04 - 2006.12
- Addressed various grievances of the customers and resolved them promptly to their satisfaction
- Organized various service camps and participated in customer meets to enrich brand awareness and reputation
- Interacted with the top management of reputed companies, besides handling hi-end subscribers.
Call-Center Executive / Retail In-charge / MIS Coordinator / Franchise Coordination In-charge
Spice Telecom Pvt, Ltd.
Bangalore
2001.04 - 2004.04
Education
MBA - Audit & Quality Assurance
Sikkim Manipal University
Sikkim2024-03
Skills
- Business deliverance & Operational experience
- Telecom Management professional
- Customer success
- Contact Centre Management
- Communication & Interpersonal skills
- Leading cross functional teams
- Revenue Assurance & Upsell
Professionalaccomplishments
- Best innovation award - Reliance Communication Limited
- Best performer award – Bharti Airtel Limited
Personal Information
- Date of Birth: 01/17/78
- Marital Status: Married
Languages
- English
- Hindi
- Tamil
- Kannada
- Telugu
- Malayalam
Timeline
General Manager - Operations
Vijaya Diagnostic Centre Limited
2023.08 - 2023.10
Circle Customer Experience Head
Bharti Airtel Limited
2016.02 - 2023.06
Circle Head - Corporate Service & Collections
Reliance Communications Limited
2011.08 - 2016.02
Circle Head - Service Marketing
Etisalat Telecom Limited
2011.03 - 2011.08
Manager - Service Marketing
Videocon Telecommunications Limited
2009.11 - 2011.03
Head - Service Delivery & Process Improvement
Seventymm Services Private Limited
2006.12 - 2009.11
Senior Executive – Customer Interface Group
Tata Teleservices Limited
2004.04 - 2006.12
Call-Center Executive / Retail In-charge / MIS Coordinator / Franchise Coordination In-charge
Spice Telecom Pvt, Ltd.
2001.04 - 2004.04
MBA - Audit & Quality Assurance
Sikkim Manipal University
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