Sunil Kuhadwal
Ahmedabad
Summary
Dedicated and result-driven professional with 14+ years of experience in Service Support and Customer Relations. Seeking a senior-level role in the Service Support Department, where I can leverage my expertise in complaint management, KPI optimization, team leadership, and customer retention to enhance service excellence and contribute to organizational success.
Overview
14
14
years of professional experience
Work History
Corporate Sales & Marketing Manager
Konceptwise Digital Media Private Limited
Ahmedabad
07.2024 - Current
- Spearheading sales and marketing strategies to promote IT solutions, including Bulk SMS, WhatsApp API, Chatbot Services, and Email Services
- Leading client acquisition and successfully onboarding high-profile clients for customized communication solutions
- Managing a team to ensure seamless service delivery and maximizing customer satisfaction
- Collaborating with cross-functional teams to tailor IT solutions for clients' unique needs, driving business growth
- Providing strategic input to enhance product offerings and market positioning
- Developed and implemented marketing plans for new products.
- Analyzed market trends to identify potential opportunities for growth.
- Conducted customer research to gain insights into consumer behavior.
- Created content for promotional materials, including brochures, flyers, and websites.
- Managed social media accounts and campaigns.
- Organized trade shows and exhibitions to promote brand awareness.
- Designed graphics and logos for advertisements, newsletters, and other marketing collateral.
- Generated ideas to increase sales through creative promotions.
- Maintained relationships with key customers through regular communication.
- Performed market analysis to better understand target audiences.
- Supervised a team of junior marketers in executing various projects.
- Worked with management team to oversee and monitor marketing strategy.
- Developed social media marketing strategies to help brand company and increase sales.
- Prepared and sent proposals to prospective clients.
- Represented company at local and trade association meetings to promote products.
- Identified opportunities for new client acquisition through various marketing channels.
- Marketed products and services at tradeshows and promotional events.
- Recommended policy changes to improve marketing tactics and strategies.
Assistant Manager
Everest Instruments Pvt. Ltd.
Ahmedabad
02.2021 - 06.2024
- Managed pan-India branch operations, complaint resolution, and ensured TAT adherence for customer service
- Supervised a team of coordinators and service engineers, optimizing operational efficiency
- Monitored stock availability and consumption trends, ensuring smooth supply chain management
- Introduced innovative ideas to improve customer service, enhancing client satisfaction
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Established processes for monitoring customer satisfaction levels.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Implemented new procedures or systems to improve efficiency within the organization.
- Served as a liaison between staff members and senior management personnel.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Created and managed budgets for travel, training, and team-building activities.
Sr. Customer Service Representative
Caterpillar Signs Pvt. Ltd.
Ahmedabad
12.2019 - 01.2021
- Delivered customer support through chat, phone, and email for global clients, maintaining KPIs
- Resolved customer inquiries efficiently, driving satisfaction and retention
- Maintained accurate records of all customer interactions in CRM system.
- Responded promptly to inquiries from customers about products or services.
- Identified trends in customer issues and provided recommendations for resolution.
- Provided product information and answered questions regarding features, pricing plans.
- Coordinated with suppliers regarding delivery dates, product availability.
- Managed incoming calls from customers while providing exceptional service.
- Followed up with customers after purchases to ensure satisfaction.
- Tracked orders through shipping companies' websites until they reached their destination.
- Educated customers about products, pricing and policies to address and resolve issues.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Managed processing, scheduling and execution of customer purchase orders.
- Delivered expert technical support to customers and resolved broad array of issues.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Owner
Eureka Forbes Limited
Ahmedabad
06.2017 - 11.2019
- Managed business operations, achieving and exceeding sales targets
- Resolved customer complaints within TAT and retained clients effectively
Service Supervisor
Eureka Forbes Limited
Ahmedabad
10.2010 - 05.2017
- Enhanced technician knowledge and ensured timely complaint resolution
- Monitored team performance and maintained KPIs, improving service delivery
- Assigned, trained and managed service staff to ensure quality customer service.
- Coordinated with other departments to resolve customer complaints promptly and effectively.
- Analyzed customer feedback data to develop strategies for improving service levels.
- Conducted weekly meetings with team members to discuss goals and objectives.
- Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
- Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
- Built strong relationships with customers through effective communication skills.
- Supervised team of employees and delegated duties and responsibilities to each member.
- Addressed areas that needed improvement and observed team's performance.
Education
B.E. - Electronic and Communication
01.2009
12th - Science
01.2004
10th - Science
01.2002
Skills
- Strategic Sales & Marketing
- Customer Relationship Management (CRM)
- Team Leadership & Performance Management
- MS Office (Excel, PowerPoint, Pivot Tables, VLOOKUP)
- SAP & ERP Software Expertise
- Analytical Problem-Solving
- Cost Control & Revenue Generation
- KPI tracking
- Business development
- Project management
- Strategic planning
- Competitor analysis
- Complaint resolution
- Staffing coordination
- Training and mentoring
- Account management
- Focused on customer satisfaction
- Team building and leadership
- Customer retention
- Technical support
- Process improvement specialist
- Decision-making
- MS office
- Microsoft outlook, word, and Excel
- Handling escalations
- Problem-solving
- Customer service
- Excellent time management skills
- Relationship building
- Audit support
- New hire training
- Adherence to high customer service standards
- Information security
- Product knowledge
- One call resolution
- Staff training
- Service level agreements
- Performance metrics analysis
- Client retention strategies
- Escalation management
- Sales support
- Performance evaluations
- Report preparation
- Time management
- Customer relationship management software (CRM)
- Quality assurance controls
- Verbal and written communication
- Support case resolution
- Client relations and retention
- Superior computer skills
- Effective workflow management
- Continuous improvement
- Issue resolution
- CRM software
- Exceptional telephone etiquette
- Training and coaching
- Management of remote employees
- Administrative support
- MS office expert
- Skilled multi-tasker
- Service delivery optimization
- Product and service solutions
- Loss prevention
- Policy enforcement
- Work prioritization
- Regulatory compliance
- Coordinating service initiatives
- Workforce management
- Budgeting and reporting
- Customer focused
- Positive and constructive feedback
- Training programs
- Shipping, receiving, and warehousing
- Conflict resolution techniques
Languages
- English
- Hindi
- Gujarati
Affiliations
- Love to Play and Watching Cricket.
- Love to Play Mobile Games Like BGMI, COD, etc whenever gets time in my free time.
- Perform Social Activities, like supplying food to poor and needy children's occasionally.
- Making Vlogs on my Youtube Channel - Sunil kuhadwal vlogs, its regarding fun, entertainment, travel, gaming, kids stories, and planning to bring Horror Stories & tech videos very soon.
Timeline
Corporate Sales & Marketing Manager - Konceptwise Digital Media Private Limited
07.2024 - Current
Assistant Manager - Everest Instruments Pvt. Ltd.
02.2021 - 06.2024
Sr. Customer Service Representative - Caterpillar Signs Pvt. Ltd.
12.2019 - 01.2021
Owner - Eureka Forbes Limited
06.2017 - 11.2019
Service Supervisor - Eureka Forbes Limited
10.2010 - 05.2017
Mohan Lal Sukhadia University - B.E., Electronic and Communication
GSEB - 12th, Science
GSEB - 10th, Science
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