Travelling
SUNNY DWIVEDI
Contact Center Operations| CX Transformation| Customer Retention| Client Management| Debt Management| Sales Operation| Process Improvement| Six Sigma| Customer Success| Project Management
Gurgram
Summary
A dynamic professional with over 11+ years of rich experience in managing Inbound/Outbound/Back office Contact Centre, Sales & Collection operations. Professional skilled in Service Delivery, Operation Management, Service Level Agreements(SLA), Customer Relations Management & Employee Engagement. Having strong domain knowledge of Industries such as Banking, ISP, and Technical Support.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Success Manager
Incredible Management Services
Gurgaon
02.2021 - Current
- Handling Multiple Banking/NBFC process for Debt Management & Sales Operations.
- Business Development- Maintaining business relationships and bringing more source of revenue
- Risk Management - Effectively manage & mitigate risks and foster an environment where team is fully aware of Operational Risk management
- Process Improvement - Monitor and measure the efficiency and effectiveness of own end-to-end Operations processes
- Design and implement strategies to ensure continuous process improvement
- Performance Management - Manage teams performing various processes for Payment Processing apart from this assist in other activities in Cash Operations as assigned from time to time
- Resource Management – Recruitment, development, training and managing attrition
- Help in System transformation projects
- Stakeholder Management-Develop relationship and credibility with sending location and all internal stakeholders
- Service Delivery Management- Promoting companies services to the business and maintaining continuous delivery of services
- Operation Management – Delivery Management and quality control of organization operation
- Interviews, hires and establishes colleague performance development plans; conducts colleague performance reviews
- Customer Satisfaction- Develop and manage the attainment of compliant, timely and accurate service delivery, including processing functions, service call handling, procedures and escalations to deliver a high-quality level of service
- Quality Management-Team Responsibility for service quality results for team to ensure ongoing quality review, documentation and reporting is conducted
- Ensure key quality results are provided to process leaders and vendor partners in a timely and clear manner
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Assistant Manager Operations
Teleperformance
Gurgaon
05.2018 - 02.2021
- Process-RBL Credit Card)
- Profile: Managing Retention Line of Business of RBL credit Cards
- Retention Management - Managing Retention Operations along with Quality assurance of the team,
- Customer Management -Understanding customer needs and requirements to develop effective quality control processes
- Devising and reviewing specifications for processes to improve the retention and contact rate
- Operation Management - Working with client and other support functions for process smooth operations and process improvement with the help of six sigma tools,
- Reviewing performance of team leaders on daily basis and working with them for smooth operations and providing leadership and direction to all the employees
- KPI and SLA Management -Responsible for process level SLAs and financial aspect P&L of the process, optimizing process & controlling cost.
Team Leader
Teleperformance
Gurgaon
02.2016 - 05.2018
- Worked as Team Leader & Managing Contact Centre & Backend Operations of Spectra (ISP) handling multiple LOB’s like Voice, Email, Chat, Social Media, and Retention for Business as well home customers.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Cross-trained and provided backup support for organizational leadership.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Team Leader Operations
Saburi TLC
02.2012 - 02.2016
- Team Leader & Managing Contact Centre & Backend Operations of Spectra (ISP) handling multiple LOB’s like Voice, Email, Chat, Social Media, and Retention for Business as well home customers
- Call Monitoring, Coaching and regular feedback to the team
- Handling Escalation and CSAT improvement.
Team Leader
Saburi TLC
Gurgaon
09.2013 - 02.2016
- Resource & staffing management- Completing daily and weekly staffing schedules according to expected business volumes
- Team leadership- detailed planning of team alignment according to the operational and functional requirements
- Performance Management -Monitoring staff performance during a shift and mitigate any shortcomings or risks
- Training -Mentoring and training up new employees
- Process Improvement- Bringing ideas to improve the process and services.
Sr. Solution Engineer
Saburi TLC
12.2012 - 09.2013
- Providing Technical support for the computer and peripherals like printer, scanner etc
- For the US and UK customer over the phone and through Remote Access.
Tech Support Executive
Sony India Pvt Ltd
New Delhi
01.2011 - 02.2012
- Solving Technical queries related to software in SONY VAIO NOTEBOOK on the phone as well as through Remote Access.
Education
Bachelor of Engineering - Electronics & Telecommunication Engineering
Army Institute of Technology
Pune University 07.2006 - 05.2010
Skills
Six sigma, business development,Sales Operations, Contact Centre Operations, Debt management, Banking and financial services, Stakeholder management, operation management, networking, team management, customer management, people management, risk management, Customer Experience Enhancement, Digital Transformation, Process Improvement,
Affiliations
Passed B.E from Army Institute of Technology in 2010
Passed Class XII from CBSE Board in 2005
Passed Class XII from CBSE Board in 2003
Projects:
Have worked with Director operations on Six sigma project as his one main team member for repeat reduction of Inbound calls at Contact center.
Lead for Six Sigma Project on AHT reduction of Inbound Contact Center.
Head the development of Product- Debt Solution Software at IMS.
Additional Information
- , Got 29th AIR in Math’s Olympiad. Won Best Team Manager and Team Leader awards at Annual Global function at Teleperformance.
Accomplishments
- Head the Project -Debt Solution-Reducing the Delinquency @ Incredible Management Services.
- Played a significant role in Teleperformance by delivering two Six Sigma Project - Retention Improvement-Credit Cards &
Repeat Reduction-Inbound Queries. - Won Best Team Manager and Team Leader awards at Annual Global function at Teleperformance.
- Played Basket Ball at regional level.
- Got 29th AIR in Math’s Olympiad.
Certification
Lead Certified-(Six Sigma Project)- Sponsored by Teleperformance by
Interests
Timeline
Customer Success Manager
Incredible Management Services
02.2021 - Current
Lead Certified-(Six Sigma Project)- Sponsored by Teleperformance by
09-2018
Assistant Manager Operations
Teleperformance
05.2018 - 02.2021
Team Leader
Teleperformance
02.2016 - 05.2018
Team Leader
Saburi TLC
09.2013 - 02.2016
Sr. Solution Engineer
Saburi TLC
12.2012 - 09.2013
Team Leader Operations
Saburi TLC
02.2012 - 02.2016
Tech Support Executive
Sony India Pvt Ltd
01.2011 - 02.2012
Bachelor of Engineering - Electronics & Telecommunication Engineering
Army Institute of Technology
07.2006 - 05.2010
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