Sunil Vishwakarma
Lohegaon
Summary
Customer service professional with 20 years of experience in operations management, project management, and training development. Expertise in analyzing call center metrics to drive performance improvements and optimize customer experience. Proficient in CRM platforms including Salesforce and Hercules CRM, with a proven track record of enhancing customer interactions across various channels. Currently serving as National Customer Experience Lead at Pidilite Industries Ltd., overseeing customer experience initiatives across multiple divisions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
National Customer Experience Lead
Pidilite Industries Limited
Mumbai
09.2023 - Current
- Overseeing national customer experience strategy for all channels, managing 50K+ monthly interactions.
- Driving customer experience using consolidated scorecard across divisions and functions.
- Monitoring key call center metrics, optimizing performance based on service levels and satisfaction scores.
- Integrated digital trends into operations to improve service quality and efficiency.
- Prepared detailed reports analyzing performance, complaints, and correspondence on various timelines.
- Updated Call Center SOPs to align with evolving business needs.
- Led implementation of AI chatbots and self-service portals to enhance customer journey and reduce costs.
- Streamlined processes for low-complexity tasks, allowing agents to focus on high-value interactions.
General Manager – Customer Service
Vodafone Idea LTD (Vi)
Pune
09.2014 - 08.2023
- Delivered premium customer experiences at service center, enhancing satisfaction and loyalty.
- Managed high-value subscribers through inbound/outbound calls, chat, email, and back-office operations.
- Optimized customer service operations using governance frameworks, performance reviews, and stakeholder engagement.
- Strengthened partnerships by implementing processes, conducting strategic reviews, and managing relationships.
- Applied analytics to track key metrics, reinforcing industry leadership in customer service.
- Controlled national and regional service costs through strategic budgeting and automation initiatives.
- Led a high-performing team focused on operational excellence and collaborative stakeholder interactions.
- Directed impactful projects, improving C-SAT/NPS scores from 18 to 48 points while streamlining complaint management.
Assistant General Manager
Vodafone Idea LTD (Vi)
Pune
06.2017 - 12.2021
- Oversaw site performance, meeting operational SLA targets and quality standards.
- Developed innovative mechanisms, resulting in Net Promoter Score (NPS) improvement at site level.
- Planned training needs strategically for peak volumes during Diwali, Christmas, and IT/Network upgrades.
- Applied analytical thinking to enhance performance management through data-driven decisions.
- Led initiatives to improve change management at vendor partner sites, elevating customer experience standards.
- Cultivated cross-functional relationships with vertical heads to implement new processes seamlessly.
- Utilized statistical tools to identify improvement areas and maximize customer satisfaction.
- Managed frontline training on launches and process changes, ensuring timely execution without SLA compromises.
Training Manager– Call Centre & Retail
Vodafone India Limited
Mumbai
09.2014 - 05.2017
- Led training vertical for Call Centre and Retail divisions at Vodafone, enhancing customer experience through effective training delivery.
- Developed and executed comprehensive training strategies using ADDIE model across all operational touchpoints.
- Managed team of 5 Training Managers and 18 trainers to ensure smooth onboarding and skill refreshers.
- Collaborated with Operations Heads and recruitment teams to align trained manpower with business needs.
- Reviewed performance metrics with stakeholders to verify process adherence and operational efficiency.
- Conducted training needs analysis to identify quality issues, implementing Learning Curve Approach for improved learner capabilities.
- Designed and deployed impactful training modules, incorporating e-learning and experiential learning frameworks.
- Successfully launched new products and processes, including 4G rollout and national MNP implementations.
Team Leader –Sales and Retention (UK Process)
Tech Mahindra business Services Pvt. ltd
Pune
11.2012 - 08.2014
- Managed sales and retention for Three Hutchison Global Services, driving efficiency and customer experience for 10M+ customers.
- Reduced churn, optimized contract renewals, and led recruitment while earning top performance awards, including trips to London, Sri Lanka, and the UK.
Lead Training Specialist
Vodafone India Services Pvt. Ltd. (VISPL)
Pune
06.2011 - 10.2012
Assistant Manager-Operations
IBM Global Process Services Ltd
Pune
06.2009 - 06.2011
Lead Process Trainer
IBM Global Process Services Ltd.
Pune
03.2006 - 05.2009
Customer Care Specialist
IBM Global Process Services Ltd.
Pune
09.2005 - 03.2006
Education
MBA - Operations Management
Symbiosis University
Pune01.2010
M.Com. - Operations Management
Pune University
Pune04-2007
Skills
- Vendor and BPO management
- Customer experience transformation
- Call center automation
- CX process engineering
- Project management and program management (Agile and Waterfall)
- Sales retention strategies
- Strategic planning and management
- Omnichannel experience
- Self-service enablement
Certification
- Power BI Training for Business Users, 01/01/24
- Certified Chat GPT Professional, 01/01/23
- Certified E-Learning designer with High Honors - Middle Earth HR, 01/01/22
- PMP Certification Training, 01/01/21
- PMP ACP training (Agile Certified Practitioner), 01/01/21
- TTT Certified Facilitator by Vodafone UK, 01/01/14
- Green Belt Lean Six Sigma certified by Benchmark Six Sigma, 01/01/13
Languages
- English
- Hindi
- Marathi
- Bhojpuri
Personal Information
- Location Preference: Pune
- Date of Birth: 01/10/85
Accomplishments
● Rated as Top Talent of the year for (Top 1% )- 2008, 2009 & 2010 by IBM Daksh, Best Performing People Manager -2013 by Three Hutchison, Employee of the year -2016 (Top 1% ), Mega Star – 2017(Top 5% ), Star Performer (Top 5% )– 2018 by Vodafone Idea Ltd., Shining Star Award – 2023 by Vodafone idea Ltd.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Timeline
National Customer Experience Lead
Pidilite Industries Limited
09.2023 - Current
Assistant General Manager
Vodafone Idea LTD (Vi)
06.2017 - 12.2021
General Manager – Customer Service
Vodafone Idea LTD (Vi)
09.2014 - 08.2023
Training Manager– Call Centre & Retail
Vodafone India Limited
09.2014 - 05.2017
Team Leader –Sales and Retention (UK Process)
Tech Mahindra business Services Pvt. ltd
11.2012 - 08.2014
Lead Training Specialist
Vodafone India Services Pvt. Ltd. (VISPL)
06.2011 - 10.2012
Assistant Manager-Operations
IBM Global Process Services Ltd
06.2009 - 06.2011
Lead Process Trainer
IBM Global Process Services Ltd.
03.2006 - 05.2009
Customer Care Specialist
IBM Global Process Services Ltd.
09.2005 - 03.2006
MBA - Operations Management
Symbiosis University
M.Com. - Operations Management
Pune University
Similar Profiles
Parul DeshmukhParul Deshmukh
Assistant Manager, Specifications at Pidilite Industries LimitedAssistant Manager, Specifications at Pidilite Industries Limited
Shashank ShekharShashank Shekhar
Assistant Manager - Key Accounts at Pidilite Industries limitedAssistant Manager - Key Accounts at Pidilite Industries limited
Tushar Tarachand GaikwadTushar Tarachand Gaikwad
TSR (Territory Sales Representative) at Pidilite Industries LimitedTSR (Territory Sales Representative) at Pidilite Industries Limited
KAVYA SHREE NIDUMOLUKAVYA SHREE NIDUMOLU
Intern at Dentsu CreativityIntern at Dentsu Creativity
MANOJ NAIR .RMANOJ NAIR .R
MRI / CT Technologist at Primus Diagnostic centreMRI / CT Technologist at Primus Diagnostic centre