Sunil Kumar Tumma

Team Lead (Executive Escalations, BBB, FCC, and Legal). October 2021 to Present.

• Lead a team of 20 analysts handling Executive escalations, FCC complaints, Legal, and BBB complaints for all Google products.
• Oversee training for new hires to ensure smooth integration.
• Manage scheduling, meetings, and task delegation for optimal performance.
• Track escalations, ensuring prompt acknowledgment and resolution timelines.
• Audit and coach the team for effective client communication.
• Document updates for continuous improvement.
• Create and present weekly WBR decks to clients.
• Provide leadership to ensure timely, high-quality task completion.
• Monitor performance, and conduct regular progress meetings.
• Coordinate ongoing development for current staff.
• Ensure compliance with service delivery policies.
• Resolve escalated customer complaints quickly.
• Identify improvement areas and implement efficiency strategies.
• Communicate effectively with stakeholders and share root cause analyses.
• Track KPIs to measure success against goals.

Team Lead - Process Quality, February 2017 - October 2021.

• Managed a team of 15 quality analysts, providing training and mentorship on process improvement techniques and tools.
• Utilized data-driven approaches to monitor key performance indicators (KPIs) and ensure compliance with safety and quality standards.
• Prepared detailed reports and presentations to communicate progress and improvements.
• Conducted root cause analyses and implemented corrective actions for process failures or quality issues.

Gained 8.5 years of experience at Synchrony Financial, specializing in private label credit cards. Held various roles, including team management, performance improvement, quality coaching, and customer service for phone and chat processes.

Team Leader (November 2013 - April 2016)

• Led and managed a team, driving performance and achieving operational excellence.
• Developed and implemented strategies for team success and customer satisfaction.
  

Performance Specialist (July 2011 - November 2013).

• Conducted performance coaching to enhance team efficiency and productivity.
• Analyzed performance metrics to identify areas for improvement.
  

Quality Analyst (January 2009 - July 2011): Evaluated service interactions to ensure compliance with quality standards.

• Provided actionable feedback to improve service delivery and customer experience.
  

Customer Service Agent (November 2007 - January 2009).

• Delivered exceptional customer service, addressing inquiries and resolving issues effectively.
• Built strong customer relationships, contributing to high satisfaction ratings.