Sonal Daniel Gomes

Experience

• 

  Fusion BPO Services

  Mar 2004 - Apr 2018

  • Responsible for India site delivery • P&L management• Internal and external stakeholder management• Responsible for business expansion and developing contacts to explore new business acquisitions spanning multiple geographies• Functioned as Single Point of Contact for all client communications• Collaborated with HR and training teams to meet manpower and training requirements • Responsible for E2E operations management • Played key role in Training, TQM and employee engagement• Participated in monthly & quarterly business reviews with the client as well as with the Executive Board • Extended support to all contact center agents on a day-to-day basis• Trained agents on various intricacies and CTQs of the processes• Served as a SPOC for client escalations and closed them within TAT• Identification of process gaps & TNA • Managed a team of 30 to 75 Customer Service representatives• Organised training sessions for the teams based on requirements • Achieved the project metrics and daily targets

  • Manager/Sr. Manager - Project Management Operations

    Apr 2011 - Apr 2018

  • Assistant Manager/Deputy Manager – Client Operations

    Apr 2008 - Mar 2011

  • Team Leader/Account Manager - Client Operations

    Jan 2006 - Mar 2008

  • Team member/Supervisor - Client Operations

    Mar 2004 - Dec 2005
• 

  Tech Mahindra Business Process Services

  Apr 2018 - Jun 2021

  Lead Manager

  • Initially responsible for service delivery of an US Telco giant • E2E transition for one of the world’s leading home appliances manufacturers• Set up a WFH Chat project for a European Lifestyle giant.• P&L management• SLA/KPI & Client-Partner management• Worked on RFI’s and provided valuable inputs to ensure a robust GTM strategy • Continual focus on business expansion and adding new businesses• Worked closely with the BTS team to identify RPA opportunities

• 

  Infosys BPM

  Jun 2021 - now

  - Reviewing market competitive intelligence for specific domains, providing inputs and validating GAP analysis- Defining and institutionalizing an alliance strategy, program framework to curate differentiated value proposition to prospective clients- Understanding client business context: Engaging with key client stakeholders, building relationships and connects while bringing in portfolio and sub-domain best practices- Documenting client/prospect requirements (objectives, challenges, deliverables) through RFx documents, emails, and other collateral/information gathered- Defining the solution via presentation/POV inclusive of Pricing model, Operating model and value proposition- Presenting proposals/solutions to clients/prospects/internal stakeholders in a way that articulates value delivery from Infosys- Managing internal stakeholder expectations (comprising mainly of Sales, Service Delivery, Technology, Digital Transformation, Transition, CoE) through PDCAF (Plan-Do-Check-Act-Feedback) approach- Conducting research and bringing out Best practices-based frameworks, approaches- Calculating transaction and compliance level savings based on benchmarks, heuristics Show less

  • Principal Consultant - Solution Design

    Jun 2024 - now

  • Senior Practice Lead

    Jun 2021 - Jun 2024