Sunil Gadiyar
London
Summary
Driven to help business leaders implement and enforce successful policies promote service and operational excellence. Highly experienced with BPO best practices and regulatory requirements. Excellent financial sense, operations knowledge and leadership skills. Responsive and resourceful knowledgeable about maintaining schedules, coordinating inventory and promoting financial sustainability. Good sales planning, service management and motivational skills. Skillfully recognize areas of weakness and implement corrective actions to maintain operations alignment with strategic goals.
Overview
17
17
years of professional experience
Work History
Assistant Manager Operations
Teleperformance
Mumbai
07.2017 - 04.2024
- Supervise and mentor operational staff, providing guidance and support to achieve departmental goals
- Delegate tasks effectively, ensuring optimal use of resources and maximizing productivity
- Conduct regular performance evaluations and provide constructive feedback to team members
- Assist in developing operational strategies to streamline processes and enhance efficiency
- Collaborate with senior management to set departmental objectives and goals
- Create and implement operational policies and procedures to ensure compliance and adherence to standards
- Identify areas for improvement within operational workflows and implement solutions to optimize efficiency
- Analyze data and performance metrics to identify trends and areas for optimization
- Lead process improvement initiatives, utilizing methodologies such as Six Sigma or Lean Management to drive continuous improvement
- Manage resources effectively, including personnel, equipment, and budget allocations
- Coordinate with other departments to ensure seamless resource allocation and utilization
- Monitor inventory levels and procurement processes to maintain adequate stock levels while minimizing costs
- Implement quality control measures to ensure products or services meet quality standards and customer expectations
- Conduct regular audits to assess compliance with regulations and internal policies
- Develop and implement corrective actions plans as needed to address non-compliance issues
- Facilitate communication and collaboration between departments to ensure alignment of goals and objectives
- Serve as a liaison between operational teams and senior management, providing updates on progress and challenges
- Foster a positive and collaborative work environment, promoting teamwork and mutual respect among staff
- Develop and implement contingency plans to address emergencies or unforeseen events that may disrupt operations
- Coordinate response efforts during crises, ensuring the safety of personnel and the continuity of operations
- Evaluate post-incident feedback to identify areas for improvement and update contingency plans accordingly.
Business Development Executive
Smart Recruiters
Mumbai
10.2012 - 06.2017
- Identify and prospect potential clients, including companies in need of recruitment services
- Develop and maintain relationships with clients, understanding their hiring needs and providing tailored recruitment solutions
- Negotiate contracts, fees, and service agreements with clients to maximize profitability and ensure long-term partnerships
- Conduct market research to identify industry trends, competitor strategies, and potential opportunities for business expansion
- Analyze client feedback and market data to refine recruitment strategies and target high-potential sectors or niches
- Meet or exceed sales targets by actively promoting recruitment services and closing new business deals
- Develop and implement sales strategies to penetrate new markets and expand the firm's client base
- Track sales metrics and performance indicators, such as conversion rates and revenue growth, to assess effectiveness and identify areas for improvement
- Ensure high levels of client satisfaction by delivering exceptional service and consistently meeting or exceeding client expectations
- Proactively address client concerns or issues, demonstrating responsiveness and commitment to client success
- Foster long-term relationships with key clients through regular communication, follow-up, and value-added services
- Collaborate with internal recruitment teams to ensure alignment between client needs and candidate qualifications
- Provide guidance and support to junior business development staff, sharing best practices and mentoring them to achieve their goals
- Foster a collaborative and results-driven culture within the business development team, promoting teamwork and accountability
- Utilize CRM systems and other tools to track sales activities, client interactions, and pipeline progress
- Prepare regular reports and presentations for management, summarizing key metrics, sales achievements, and growth opportunities.
Customer Service Representative
Hutchinson 3 Global Services
Mumbai
03.2007 - 09.2012
- Responding to incoming calls from customers regarding product inquiries, service requests, complaints, or general queries
- Providing accurate and timely information to customers, addressing their concerns, and resolving issues effectively
- Making outbound calls to follow up with customers on previous inquiries or to gather feedback on services or products
- Conducting customer satisfaction surveys to gauge customer experience and identify areas for improvement
- Assisting customers with troubleshooting technical issues, navigating through products or services, and providing step-by-step guidance as needed
- Offering product or service recommendations based on customer needs and preferences
- Investigating customer complaints or escalations, empathizing with customers, and working towards satisfactory resolutions
- Escalating unresolved issues to higher-level support or management as necessary, ensuring prompt resolution
- Maintaining accurate records of customer interactions, including details of inquiries, complaints, resolutions, and follow-up actions taken
- Updating customer profiles or databases with relevant information to facilitate future interactions and enhance customer service
- Identifying opportunities to promote additional products or services to customers based on their needs or purchase history
- Demonstrating product knowledge and highlighting value-added features to encourage upselling or cross-selling
- Providing feedback to management regarding recurring customer issues, process inefficiencies, or areas for improvement in products or services
- Offering suggestions for process enhancements or training initiatives to improve overall customer satisfaction and service quality
- Following company policies, procedures, and compliance guidelines while interacting with customers and handling sensitive information
- Ensuring confidentiality and security of customer data in accordance with data protection regulations
- Participating in training sessions, workshops, or skill enhancement programs to stay updated on product knowledge, customer service techniques, and industry trends
- Demonstrating a commitment to personal growth and professional development to deliver exceptional customer service.
Education
Under Graduate -
National Institute of Open Schooling
Skills
- Staff Training and Development
- Scheduling and Planning
- Process Improvement
- Employee Supervision
- Performance Tracking
- New Employee Hiring
- Customer Engagement
- Operational Efficiency
- Operations Management
- Service Delivery Management
- Scheduling and Coordination
- Training and mentoring
- Operational planning
- Compliance Monitoring
Websites
Languages
English
First Language
Hindi
Beginner
A1
Timeline
Assistant Manager Operations
Teleperformance
07.2017 - 04.2024
Business Development Executive
Smart Recruiters
10.2012 - 06.2017
Customer Service Representative
Hutchinson 3 Global Services
03.2007 - 09.2012
Under Graduate -
National Institute of Open Schooling
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