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Sunil Ganta, Senior Manager

Sunil Ganta

Senior Manager·Teleperformance

India

High school or equivalent, Maths/Physics/Chemistry

Work experience

Total years of experience: 20 years, 8 months

Senior Manager

December 2014 - Present

Teleperformance

Jaipur, India

December 2014 - Present

Responsible for client services for 7 programs and managing the accounts. Working as an internal challenger to the operations so that the team remains on client goals. Working closely with the clients and ensure the client’s vision becomes the campaign’s goal. The current clientele includes DTH provider, mobile manufacturers and telephony service providers
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Manager

August 2013 - November 2014

Teleperformance

Jaipur, India

August 2013 - November 2014

Leadership Development
Responsibilities : Was transferred to Jaipur as part of Leadership development team for upcoming programs and future requirement. Was also responsible to keep a close eye and audit internal operational processes and guidelines
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Assistant Contact Center Manager

October 2011 - July 2013

Teleperformance

Gurgaon, India

October 2011 - July 2013

Responsibilities : Had more than 100 employees reporting which includes agent strength from both Customer Service as well as Technical support along with 8 Team Leaders and 19 SME’s. Responsibilities include day to day operations managing SL’s and team KPI’s. Planning and coordinating with Training, Work Force Management and QA to ensure smooth running of operations
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Assistant Manager

December 2009 - September 2011

Teleperformance

India

December 2009 - September 2011

Customer Care.
Responsibilities : Was handed the responsibility of working with Video Support team and helping the team improve performance and C-Sat. Have been working with the Video applications support team and helped improve C-Sat from 18% when handed the reins to the highs of 76% on a monthly performance grade. The support teams were for North America and APAC regions
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Accounting and Auditing

Subject Matter Expert

July 2009 - November 2009

Teleperformance

India

July 2009 - November 2009

Worked with support teams which provided technical support for various applications part of Adobe product line. Later went on to be a part of C-Sat improvement program for the program and included coaching and monitoring agents. Handled the introductory Adobe Connect team during its setup. After the launch and setup of Connect was provided the responsibility to support WEB, Print and Video teams.

Achievements :
•Was part of C-Sat improvement program and worked towards process stabilization and C-Sat improvement of the entire program.
•Worked closely with Adobe clients in helping setup Adobe Connect support team and worked closely with the team during the initial 3 months.
•Was later handed the responsibility to work and improve the performance and support process for Web, Video and Print teams
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Information Technology

Technical Support Agent

April 2009 - June 2009

Teleperformance

India

April 2009 - June 2009

Working as a Technical Support agent with Adobe process providing support for various products from Adobe. Was part of the pilot batch setup for Adobe Voice process
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Coordinator

May 2008 - January 2009

ISS Global

India

May 2008 - January 2009

Company industry:
Law Enforcement & Civil Defence
Job role:
Administration

Coordinator

August 2005 - May 2008

Convergys India Services

India

August 2005 - May 2008

for company sales regarding IT related products. The responsibility includes contacting potential clients and selling company’s IT products. Other responsibilities includes searching various Federal and State solicitations regarding IT recruitments and IT products and forwarding to the recruitment teams to fill in the positions. The IT products classified in the company’s listings include Java, .Net, Oracle, SQL, Network Administrators and Windows Servers
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Administration

Research Engineer

August 2006 - December 2006

August 2006 - December 2006

Working as a mentor to the frontline agents for MICROSOFT project for Windows XP. The responsibility is to provide technical suggestions to the Tech Support Officers who work with Norah American Customers. The other responsibility includes working on the cases that has been escalated to Windows XP Research Team to find the appropriate resolution to those cases
Job role:
Research and Development

Sr Technical Support Officer and Technical Support Officer

August 2005 - July 2006

Convergys

Gurgaon, India

August 2005 - July 2006

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Other

Technical Leader

-

-

for Microsoft Windows Vista/XP process. The responsibility includes monitoring a group of people, giving them feedback and managing that team’s Technical efficiency. The responsibilities also include training teams and new Hires with new Microsoft Products and services.
Job role:
Information Technology

Technical Support Officer

-

-

Microsoft Windows XP Technical support team for desktop customers based in North America.
Job role:
Information Technology

Education

Board of Intermediate Andhra Pradesh - Sri Chaitanya Kalashala

April 2001

April 2001

High school or equivalent, Maths/Physics/Chemistry

India

Skills

Training
Expert
Training
Expert
Operations Management
Expert
Operations Management
Expert
Call Center
Expert
Call Center
Expert
BPO
Expert
BPO
Expert
Customer Service Management
Expert
Customer Service Management
Expert
C
Beginner
C
Beginner
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
LEADERSHIP TRAINING
Expert
LEADERSHIP TRAINING
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
PROCESS ENGINEERING
Expert
PROCESS ENGINEERING
Expert
QUALITY CONTROL
Expert
QUALITY CONTROL
Expert
REPORTS
Expert
REPORTS
Expert
REQUIREMENTS
Expert
REQUIREMENTS
Expert
Training
Expert
Training
Expert
Operations Management
Expert
Operations Management
Expert
Call Center
Expert
Call Center
Expert
BPO
Expert
BPO
Expert
Customer Service Management
Expert
Customer Service Management
Expert

Languages

English
Expert
Hindi
Intermediate
Telugu
Beginner

Hobbies

  • Watching Football, Travelling, Reading