Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Projects
References
Timeline
Generic
Sunny Kumar Singh

Sunny Kumar Singh

Hyderabad

Summary

Customer Service Operations Manager with 12+ years of experience directing operations, providing corporate vision, and motivating team members by defining and communicating clear ideas and strategies. Proficient in analyzing and mapping existing processes to the desired levels (GAP Analysis), evaluating available technology-based solutions, and restructuring/reengineering the process to achieve higher levels of efficiency and effectiveness. Applied Lean methodology to obtain continuous process improvement. Achievement-oriented professional with excellent people management skills, and the capability to manage change with ease. Demonstrate an approachable leadership style to foster team member engagement, including recognition.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Manager Risk Investigation-Customer service, Payment Risk Operations

Amazon India Pvt Ltd
Hyderabad
08.2021 - 04.2024
  • In charge of managing a team of Investigation specialists who investigate buyer transactions on Amazon.com platforms and take appropriate actions based on processes, tools, and high-judgment decisions.
  • Implemented corrective and preventive actions & created mechanisms to minimize escalations.
  • Set the vision, direction, and culture of teams by managing individual and team performance expectations and goals.
  • Monitored real time service levels and schedule adherence.
  • Served as leader and point of contact for escalated contact resolution of a supervisory nature.
  • Provided leadership and administrative support to the team members to achieve and constantly improve service levels based on forecast and capacity.
  • Gave feedback and training to assure that team members meet individual performance and career development goals.
  • Minimized the impact of bad debt by achieving targets.
  • Achieved process improvement via projects and focusing on the people development of the teams.
  • Identified trends in team performance and recommended change to constantly raise the Performance levels.
  • Participated in projects that involve one (or more) teams and that address issues outside the normal areas of responsibility.
  • Was Answerable to teams across sites towards meeting the operational metrics of quality, productivity, and service levels.
  • Was Accountable for driving the strategy across Amazon Payment Risk Operations at different forums.

Assistant Manager-Customer Service, Operations

Genpact India PVT Ltd
Hyderabad
08.2019 - 08.2021
  • Managed customer service for billing and tech support voice for an international business.
  • Attended daily client call and explaining daily target achieved.
  • Was responsible for Client interaction and client relationship Management.
  • Was responsible for meeting the client defined CPMs, including ANPS & NPS and resolution score for the site.
  • Was responsible for Process Compliance including BCP.
  • Cost Reduction and Productivity enhancement.
  • WBR, MBR and QBR Reviews & presentations with Clients and General Manager Operations.
  • Managed allocation of staff resources through close monitoring and projected future staff needs.
  • Communicated regularly with senior management team concerning all aspects of customer service, customer feedback, team leader and associate performance.
  • Analyzed productivity reports to manage overall performance.
  • Set expectations and model excellent service by projecting positive attitude and enthusiasm toward job, company, clients, and customers.

Group Leader-Customer Service, Operations

Wipro Limited
Mumbai
04.2017 - 07.2019
  • Handled a span of 32 agents for a giant healthcare process (non-voice) based in US.
  • Reviewed previous day's production rates to identify problems, root causes, and ideal corrective actions.
  • Identified problem areas and suggested training to improve team performance.
  • Conducted start-up meetings at beginning of shift to communicate daily goals and obtain feedback from team members.
  • Communicated regularly with external and internal customers to understand and meet their needs.
  • Engaged in continuous improvement activities to enhance team performance and productivity.
  • Organized teams through meetings, brainstorming ideas, and goal progress to meet project deadlines.
  • Leveraged each team member's strengths on task assignments, often pairing up individuals to help develop specific skills.
  • Produced weekly reports outlining the business operations successes and gaps for the senior management team.
  • Developed and monitored performance metrics focused on driving the results of business areas such as quality score, production and repeat calls.

Team Leader-Customer Service, Operations

Wipro Limited
Kolkata
12.2014 - 03.2017
  • Handled a team of 15 advisors for UK based telecom process.
  • Maintained the AHT, Service Level, C-Sat & Call quality scores.
  • Listened to live and recorded calls & gave feedback to advisors.
  • Maintained the overall productivity for the team.
  • Maintained attrition percentage of the team.
  • Handled escalations and client calls.
  • Everyday briefing & debriefing for all team members, topics like new product & any kind of changes in process, target regarding AHT, CSAT, repeat calls, absenteeism etc.
  • Motivated the team by doing different kind of activities and reduced the attrition.
  • Conducted the training sessions for new candidates.
  • Maintained and drove consistent performance in all parameters.
  • Did bottom quartile management for Performance Improvement.

Associate & Senior Associate

Wipro Limited
Kolkata
09.2011 - 11.2014
  • Handled calls for UK based telecom process.
  • Kept CSAT, repeat calls and quality scores up to the mark.
  • Gave best to resolve issues in one go to reduce the repeat calls for the day and week.
  • Maintained productivity and used to take large number of calls for helping the process to meet SLA.
  • Sold products through services over the phone.
  • Handled team in the absence of team leader.
  • Helped newcomers in terms of handling calls and helping the customer in a better way.
  • Shared best practices with new and old members to improve their scores.

Education

Bachelor of Science -

Dr. Bhimrao Ambedkar University
Agra, Uttar Pradesh

Intermediate -

NIOS Delhi

Matriculation -

Bihar Board

Skills

  • Operations management
  • Service delivery
  • Customer service
  • Escalation management
  • Problem-solving
  • Performance management
  • Bottom quartile management
  • Process improvement
  • Production oversight
  • Quality assurance
  • Trend identification
  • Data analysis
  • Risk investigation
  • Sales through service
  • Strategic planning
  • People management
  • Resource management
  • Team leadership
  • Collaborate cross-functionally
  • Attrition and shrinkage management
  • Client relationship management
  • Stakeholder engagement
  • Training and development
  • Compliance monitoring
  • Policy development
  • Employee recruitment

Certification

Lean Six Sigma Green Belt, KPMG

Accomplishments

  • Best Manager accolade for quarter 2 (03/2023)
  • Best Manager accolade for the month of 10/2022 and 11/2022
  • Best Manager accolade for the month of 01/2022, 02/2022, and 03/2022 and quarter 1 (03/2022)
  • Super Squads award (2020)
  • Nominated for Process Hero (2018)
  • Multiple Client recognition & winner circle awards (2018)
  • Zero Attrition for 05 consecutive quarters (2016 to 2017)
  • Best Team Lead for Year 2016
  • Best Team Lead for Q1, Q2 & Q3 (2016)
  • Best Mentor/Floor Support (2014)
  • Multiple customer appreciation (2012 - 2014)
  • Top Agent in multiple months for CSAT (2012-2014)

Projects

Project Leader - Contact Resolution Rate (CRR) 2023, reduction in repeat contacts with an objective to improve the customer experience by providing resolution in one go. Observed a 24% improvement in the CRR metric over 3.5 months

Project Leader - Production Improvement 2018, improvement in daily production with an objective to increase the profit margin, observed a 40% improvement in production, which helped bring about a massive change in the profit margin over 2 months

Project Leader - Next Best Activity Agent (NBAA) 2016, a continuous improvement project with the aim of improving the customer satisfaction score, measured a 9% improvement (71% to 80%), which eventually helped reduce repeat call volume over 3 months

References

References available upon request.

Timeline

Manager Risk Investigation-Customer service, Payment Risk Operations

Amazon India Pvt Ltd
08.2021 - 04.2024

Assistant Manager-Customer Service, Operations

Genpact India PVT Ltd
08.2019 - 08.2021

Group Leader-Customer Service, Operations

Wipro Limited
04.2017 - 07.2019

Team Leader-Customer Service, Operations

Wipro Limited
12.2014 - 03.2017

Associate & Senior Associate

Wipro Limited
09.2011 - 11.2014

Bachelor of Science -

Dr. Bhimrao Ambedkar University

Intermediate -

NIOS Delhi

Matriculation -

Bihar Board

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