1. SUNIL KUMAR TUMMA
Email: firstname.lastname@example.org 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.
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
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
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.
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
Successfully handled complaintstrackingprojectwhich helped the company track, review and resolve
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.
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.
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.
2015 – My Hero Award by Leadership team for highest process improvement ideas submitted and
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.
Bcom from Madurai Kamraj DistanceEducation in 2015.
CSC (Computer Science) from Loyola Academy Junior Collegein 2003.
SSC from Sacred Heart High School in 2001.