1. SUNIL KUMAR TUMMA
Email: tumma86@gmail.com Mob: +91 8008022293
 A “Performance Driven Professional”bringingin rarelevel business acumen and record of achievements
developed in over 9.5 years in the BPO industry.
 Abilities in coordinatingwith internal/external customers for runningsuccessful business operationsand
experience of implementing procedures and servicestandards for business excellence.
 Prudent, disciplined & self-motivated with excellent interpersonal,communication & organizational skills
with proven abilitiesin team management and customer relation management.
 Used Instincts,insight,judgement and timing to succeed on tough deal.
o Operations Management focusingon maximizingcustomer satisfaction and process compliance.
o Process Improvement Initiatives to achievemaximum efficiency in various operations.
Core Competencies
 Analytical Thinking
 Flexibility
 Creative Thinking/Problem
Solving
 Result Oriented
Skill Summary
 Skilled in implementation of industry best practices and other process
improvement initiatives aimed at rendering quality service delivery.
 Proven ability in transitioning and stabilizing processes across the career
spectrum.
 Maintained CTQ (critical to quality) targets for the team and involving in
planning for process
 Conducted internal process audits & reviews for ensuring strict adherence
to the process parameters as per defined guidelines.
 Successfully ensured that team had 0 attrition for the year of 2015
Employment Details
Synchrony Financial (Formerlyknownas GE Capital) Nov2007 - Apr 2016
Growth Path :
AssistantManager – Operations Mar 2015 - Apr 2016
Management Trainee – Operations Mar 2014 -Mar 2015
Performance Specialist Feb 2013 - Mar 2014
Call Quality Specialist Apr 2009 - Feb 2013
Customer Service Representative Nov 2007 - Apr 2009
Designation:ManagementTrainee / Assistant Manager Location: Hyderabad, India
 Provided leadership to a team of 18 associates through coachingon performance, providingfeedback and
conducting employee evaluations.
 Monitored calls to improvequality and identify possibleescalations.
 Ensured safety and security of Bank and customer's assets by being vigilant.
 Attended clientcallson regular basisto sharesiteperformance updates.
 Executed performance management measures as necessary and in a timely and proactivemanner.
 Lead, Inspired,coached and retained a team of front lineassociates to deliver a superior customer
experience through excellent servicequality and process knowledge.
 Ensured timely escalation of issuesimpactingbusinessand appropriate
solutions to address the concerns.
 Took the initiativeto explain the employee benefits atportfolio level to control attrition.
An Overview

2. Designation:Quality Coach / Performance Specialist
 Handled a team sizeof 20 with proven expertise with an e-chat process
 Trained on employees on E-Service troubleshooting.
 Played an important role in transitioningthe e - chat process by supportingtraining,quality and CSAT.
 Independently handled process refreshers,created canned responses,shared best practicetalk off’s and
website troubleshootingmethods.
 Successfully handled complaintstrackingprojectwhich helped the company track, review and resolve
customer issues.
 Handled customer escalationsfor a team of 25 – 30 CSR.
 Special focus on Quality and Voiceof customer
 Communicated process updates to the team on a Daily basis.
Designation:Call QualitySpecialist
 Monitored and audited calls acrossall sites whilemeeting timeline's.
 Ensured accuracy in evaluation of callsconsistently
 Regularly coordinated with the aligned sites to ensure calibration.
 Monitored escalated complaints and providefeedback.
 Maintained and published production reportto the team.
Designation:CustomerService Associate
 Service callsfromCustomers based out of US.
 Solve queries and concerns on the call.
 Arrange for Services required by the Customers.
 ProvideCustomer with Product and Services information.
 Recommend Process Improvements.
 Floor walked for new hires to help them with process.
SignificantAccomplishments& Awards
 2015 – My Hero Award by Leadership team for highest process improvement ideas submitted and
approved.
 2014 & 2015 Bronze Award by e-Expert Team for my vigilance,ability to quickly identify and suggest
troubleshootingmethods to help improve customers onlineexperience on www.mysynchrony.com
 2013 Q4 RF Operations ExcellenceAward for successful transition of eChat.
 2011 Q4 & 2012 Q3 Retail FinanceOperations ExcellenceAward for my contributions to Call Quality.
Sri Bharathi ITES Private Limited
Designation: Customer Service Representative Oct 2006 – Oct 2007 Location: Hyderabad, India
 Sell mobileplans to the customer based in the US.
 Ensured daily sales targets aremet and maintain quality standards.
Academic Details:
 Bcom from Madurai Kamraj DistanceEducation in 2015.
 CSC (Computer Science) from Loyola Academy Junior Collegein 2003.
 SSC from Sacred Heart High School in 2001.