Sunitha Thomas

• Good Communication Skill.
• Protect the brand and taking responsibility for ensuring that the products, services, and product lines that fall under our brand resonate with current and potential customers.
• Handling recruitment on LinkedIn , Taking interviews.
• Write the Ads concepts for our clients when its required.
• Work with several departments within the company, departments such as finance, Digital marketing, Creative Department , and product development to ensure a strategic overview of the business and future market opportunities.
• Played a main role within senior management teams when providing feedback and analysis on key brand activity. For example, what return on investment has been seen from particular campaigns and What has worked well for specific products of the brand and what improvement can be done.
• Been a first contact with our clients to get the business.

• Had the strong communication with the higher management to prepare a strategy for operations to run efficiently.
• Taking Online training to the new joiners and also process training.
• Collaborate with SMEs to create and refine content to improve quality and learning experience our LXP.
• empower technologists and other professionals with high-quality hands-on learning opportunities at scale, nurture talent for the future of work and help close the skills gap.
• Maintain operations strategies and objectives to make sure that the company which they are working for reaches its target and operates effectively.
• Taking the responsibility for the particular part of the workplace that instantly manages the entire operations and also looks after the maintenance of equipment and facilities.

• Worked on Operations management, Quality assurance Lead, Knowledge management, People management, Defect analysis and risk handling.
• Strong Knowledge on ITIL, Lean six sigma, Excel.
• Knowledge on Incident Management, Service Request, Change Management, Problem Management.
• Best in people management and leadership skills
• Creative and excellent presentation skills
• Excels at boosting performance and Productivity by establishing realistic goals and enforcing deadlines
• Strong decision-making and problem solving skills
• Able to prioritize tasks and workloads in order of importance
• Track record of delivering results with deadlines
• Committed to implement quality improvement techniques
• Enjoy working as a team member as well as independently
• Creating SIP for process improvement.
• Giving BPT training to the New joiners.
• Transaction audits on daily basis, to make sure there is not process gap.
• Take feedback session on weekly basis if there is lack of process knowledge.
• Problem resolution root cause analysis.
• Created training manuals, and SOP.
• Trained new QA on a quarterly basis, created monthly reports for site managers.
• Complied and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Audit tickets which are raised internally to understand if there is any process gap,And give the feedback according to that.

• Call handling on full time basis depending on the need of the program and meet customer requirement through first contact resolution
• Handle problem resolution requiring an advanced level of expertise
• Apply advance skills and work towards developing higher skills, use tools and equipment appropriate for the position
• Respond to unresolved and escalated issues
• Follow appropriate escalation path to resolve issues from customers
• Managing and supporting team members to help improve product knowledge
• Clarify customer requirements; probe for and confirm understanding of requirements and problems

Accomplishments:

• Best Associate of the Quarter 4
• Customer Appreciations
• Zero Escalations

• L1 Support for HDFC SL application
• Raising tickets and categorization of the services to Incident or Service Management
• Follow up on the Ticket Logs by continuous updation from internal domain departments like Windows, Application, Server and Lotus teams.
• Responding to the issues which reaches Service Desk via phone & email.
• Providing telephonic, remote and hands on PC support of various hardware and software.
• Escalate, report and follow-up on issues with various functional services delivery teams, local vendors and concern service providers.
• Ticket logging and resolving the issues within SLA related.
• Handling escalations and resolving critical technical concerns for Customers/Field engineers/Partners

• Active Directory
• Password reset.
• User id renewals
• User Management
• Lotus Notes
• Handling Domain related problems
• Train New team members
• Handle Escalations

Accomplishments:

• Quarter 2 – 2014 Best Customer Service Support
• Customer appreciations with Nil Error report for continuous 2 Quarters

• Adhered to confidentiality requirements and laws to disseminate information only to authorized individuals.
• Operated variety of office machines to accurately handle information.
• Used basic computer skills to key customer names, addresses, statistical information, or other data.
• Inserted account data by inputting text-based and numerical information from source documents within time limits.
• Marks cards Printings
• Convocation Certificate Printing
• Scanning, Photo Editing, Data Entry
• Hall Tickets Generating
• Verifying the Marks Cards and Applications

Accomplishments:

• Appreciations from Operations team
• Created Induction kit for new team members to reduce on boarding time
• Handled MIS responsibilities as well