Sunil Kumar
Greater Noida
Summary
Dedicated Customer Relations Manager known for maintaining high customer satisfaction levels and effective team leadership. Specializes in resolving complex issues and fostering strategic communication across departments.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Relations Manager
Generic Developer
Greater Noida
08.2011 - Current
- Consulted with customers to resolve service and billing issues.
- Resolved escalated customer service issues in a timely manner.
- Delivered solution-based strategies to customers to solve pending issues on accounts.
- Assisted customers with inquiries via telephone, email, or online chat.
- Addressed inquiries from clients and department team members.
- Coordinated with other departments to ensure that all necessary information was shared with customers promptly and accurately.
- Maintained comprehensive records of customer interactions and transactions.
Team Leader
HCL Technologies
Noida
02.2008 - 05.2011
- Coordinated resource allocation to optimize project timelines and deliverables.
- Developed training materials to support onboarding of new team members.
- Managed client communications to ensure alignment on project expectations and goals.
- Evaluated team performance, providing feedback for continuous improvement initiatives.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Conducted regular performance reviews to assess individual team member progress.
- Created training materials and conducted group trainings on new processes or procedures.
Technical Support Representative
Wipro Technologies
New Delhi
11.2005 - 01.2008
- Provided technical assistance for software and hardware issues to global clients.
- Documented troubleshooting steps and solutions in the knowledge base system.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved escalated customer service issues in a timely manner.
Area Sales Manager
Shakti Trading Company
New Delhi
02.2001 - 08.2005
- Managed key accounts, fostering strong relationships with clients and stakeholders.
- Provided feedback on product features based on customer insights to inform development decisions.
- Monitored competitor activities to adjust sales tactics as needed for competitive advantage.
- Coordinated with logistics teams to ensure timely delivery of goods to customers.
- Identified new business opportunities through market research and analysis.
Education
Master Of Science (M.Sc) - GIS And Remote Sensing
Sikkim Manipal University
New Delhi06-2006
Master Of Arts (MA) - English
Jiwaji University
Gwalior05-1998
Skills
- Client engagement strategies
- Team leadership
- Effective communication
- People management
- Problem solving
- Strategic collaboration
Certification
P.G Diploma in Media Management
Accomplishments
Best Tech Associate - Wipro Technologies (Third Quarter-2005)
Timeline
Customer Relations Manager
Generic Developer
08.2011 - Current
Team Leader
HCL Technologies
02.2008 - 05.2011
Technical Support Representative
Wipro Technologies
11.2005 - 01.2008
Area Sales Manager
Shakti Trading Company
02.2001 - 08.2005
Master Of Science (M.Sc) - GIS And Remote Sensing
Sikkim Manipal University
Master Of Arts (MA) - English
Jiwaji University