Sunny Soni

Worked in US & Canada Project.

Industry: Telecommunication, Website designing & Insurance companies

Process: Voice, Chat & Non- Voice

Make shift reports to understand project requirement in the areas of call volume, agent staffing, billing hours, call abandon ratio, escalation calls, break time and agents AHT.

A) Shared all reports on daily basis with clients and discuss with internal Managers, Team leaders and other support staff in pre shift for quality control.
B) Implemented policies and standard operating procedures for continuous improvement.
c) Conducted performance reviews each quarter, offering praise and recommendations for improvement.
D) Boosted team performance with enhanced employee evaluation processes.
E) Monitored SLA (Service Level) every hour and also reviewed agents/team performance on basis of call quality, feedback from clients, call handling skills and floor behavior.
F) Reviewed process shrinkage reports.
G) Attend weekly calibration calls with clients and resolve client challenges and discuss product or any other query related with campaign if any.
H) Monitored clients emails/escalation resolved issue at management level.
I) Rolled out new process update to all the departments
J) Increased the revenue/manpower of the company while giving productivity work to the clients.
k) Worked collaboratively with HR, IT, Software departments to enhance processes implement , resulted in increase in profitability.
l) Managed daily operation KRAs including supervising multiple team members across departments.

Worked in Australian project

Industry : Telecommunication (Broadband service provider)

Process: Voice

Achievement: I got an opportunity to go to Convergys India PVT LTD, Mumbai center to give training.

A) Answered customer phone calls promptly and avoided on-hold wait time.
B) Maintained customer satisfaction with forward-thinking, focused on addressing customer needs and resolving concerns.
C) Offered advice and assistance to customers, paying attention to special needs or wants.
D) Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions .
E)Maintained internal and external quality attributes
F)Troubleshoot modem devices and worked on 8 different windows; most of the time tried to resolve query on the same call.
G)Follow-up with customer every second day to check the connectivity of the internet, handled escalation calls.
H)Raised ticket if any outage, modem replacement and technician visit required.
I)Gave training to new agents.

Worked in Australian project

Industry: Visa/ passport services

Process: Voice and Email

A) Adhered to company policies and scripts to consistently achieve call-time and quality standards.
B) Resolved customer complaints and addressed emergency requests and needs.
C) Replied to customers on emails.
D) Informed customer about status of visa/passport application and procedure how to apply.

Process Development for TV Studio Team

Designed and implemented streamlined workflows for the TV studio team, optimizing manpower management and ensuring accurate payroll processing through Paycom.
Developed an integrated scheduling system for call sheets and login schedules using the Monday.com portal.
Identified process gaps, created effective solutions, and established efficient workflows to improve operations.
Created a studio log form for producers to document and resolve on-set issues during shoots.
Migrated all call sheet data from Excel to Monday.com, enhancing accessibility and tracking capabilities.
Initiated monthly and fiscal year budget forecasting for the TV studio to optimize financial planning.
Transition to GTN Operations

Collaborated closely with the Director of GTN Operations to streamline processes and ensure smooth show execution.
Built and optimized workflows for GTN producers using Monday.com to enhance operational efficiency.
Designed and implemented KPI dashboards to track performance and monitor progress across key areas.
Supported the hiring process for interns for producers, editors, and the GTN Studio team, strengthening overall team capacity.
Developed a department-wise budget forecasting board to effectively track and manage expenses.
Designed a comprehensive workflow chart covering preproduction to live broadcast.
Created dashboards for the editor team to monitor their efficiency and growth metrics.
Established a studio scheduling dashboard to track daily shoots and ensure better resource planning for GTN.
Developed a scorecard system for the editor team to evaluate individual and team performance metrics.
Created an OT (Overtime) Dashboard for analysis and review, aiding leadership in resolving OT-related challenges effectively.
Streamlined communication channels between Producers, Editors, QC, and the Master Delivery team to ensure cohesive collaboration and timely goal achievement for GTN.

Worked in Indian project (Domestic)

Industry: Yellow Pages

Process: Business appointment settings

• Answered 250 plus incoming calls in busy, fast-paced global call center
• Maintained 59 second AHT
• Set up an appointment for business listing of the companies.

Worked in Indian railways first call center (139)

Industry: Railways

Process: Voice

• Answered customer's phone calls promptly to avoid on-hold wait times.
• Informed customer arrival and departure of train.
• Compiled customer's feedback and recommended service delivery improvements to management.
• Maintained call quality attributes.