Sunilkumar Balwani

Experience

• 

  Etech Global Services

  Mar 2008 - Apr 2013

  Senior Customer Service Representative/Chat Representative

  * Assisting customers with billing queries and making online payments. * Resolving errors and issues regarding the online account. * Assisting customers with troubleshooting the issues with TV, Internet or Phone where possible remotely and scheduling the technician visits as per customer’s request if required. * Query handling regarding current promotions and new or upgraded products. * Dealing with complaints and feedback, and retaining the customers.  Processing new orders online. * Maintaining the conversation details on the CRM.  Guiding customer with self-installation. * Assisting team manager to make weekly and monthly performance reports. * Training new recruits and performing quality checks for new recruits and give them feedback and training to improve wherever required. * Scheduling the training session with the quality team for training to understand the opportunities in calls/chats and finding ways to avoid upcoming objections, avoiding conflicts and resolving conflicts if they arise. * Act as a role model at all times, adhere to high ethical standards. * Preparing report on sales and quality activities and sending the reports to client. Show less

• 

  QX Ltd.

  May 2013 - Feb 2015

  Compliance Support Officer

  * Assisting with on-line application, tracking incomplete application and call candidates to complete it and ending interview reminder calls and text messages. * Helping candidate with on-line support regarding logins, accepting shifts, updating information and updating workbooks. * Scheduling, cancelling and rescheduling interview appointments , performing reference checks and interview venue bookings * Chasing mandatory training documents of candidates and maintaining their file on database as per the compliance requirement. * Data Entry of uniform orders and Candidate detail, bulk text messages and handling candidate inquiries, complaints, and requests and other ad-hoc activities as requested by client. * Providing support and assistance to my team member for all the above activities and preparing their weekly performance report and training them whenever and wherever required. Show less

• 

  Salmat

  May 2015 - Jun 2017

  Operations Analyst

  - Analysis of call centre and team outcomes and statistics- Challenging all processes with a view to continuous improvement and optimisation- Implementing and providing solutions to improve quality of contact centre performance- Reporting – report preparation; preparing and providing analysis on results for internal and external stakeholders- Identify and manage growth areas across the board- Liaise with IT department with regard to system issues- Responsible for communicating with the Contact Centre Managers to address campaign performance issues, and strategies co-developed to resolve any issues or improve performance- Responsible for pro-actively communicating any relevant issues to the Managers and clients when necessary- To ensure that all operational tasks are completed as per specifications.- Responsible for ensuring distribution and briefing of any information updates from the Contact Centre Manager or Client- Responsible for service levels of all campaigns- Work closely with the clients and Workforce Management to ensure forecasting and capacity planning is correct- Supporting real time management of all queues and work flows as required. - Assisting payroll department- Maintain a positive and co-operative relationship with the Clients, Contact Centre Managers and Support team- Coordinating with the IT team, to test, implement and stabilize new project and systems.- Troubleshooting and resolving IT incidents and maintaining the detail as per incident management procedure. Show less

• 

  Woolworths Group

  Jul 2017 - now

  - Oversee daily operations of the teams and Support Centre to ensure an efficient and accurate operating rhythm.- Share best practices with team members to enhance the quality and efficiency of Operation Support and contribute to the Knowledge Base.- Serve as the escalation point in resolving urgent or critical incidents through to completion. Leverage data, reporting and analytics to assess operational effectiveness and communicate results to internal stakeholders and business leaders.- Troubleshoot and create action plans to quickly and effectively address problem including system and technology outages, site contingency plans and business continuity actions.- Create and maintain configurations for Voice routing strategies, IVR and Virtual Hold management. - Create and maintain configurations for Email routing strategies, Auto responses and responses.- Lead Salesforce related changes, incidents and projects.- Act as gatekeeper for the overall architecture of our Xact (Salesforce) infrastructure, implementing Xact ‘best practice’ solutions to ensure the continued integrity of the system.- Drive towards continuous delivery; Act as an enabler for the team, removing obstacles from their paths and identifying potentials for delivery, business and process improvements. - Manage operational processes, daily support requests, provide users with technical support and resolve day to day business requests for Xact.- Directing and supporting the development, configuration, testing, maintenance and implementation activities of programs and applications to ensure traceability to business requirements.- Develop functional specifications, describing the process and conceptual information requirements of a business requirement via appropriate methods, models and descriptions. Show less

  • Technology Operations Manager

    May 2020 - now

  • Senior Operations Analyst

    Jul 2019 - Apr 2020

  • Operations Analyst

    Jul 2017 - Jun 2019