Sunil Kumar Email & Phone Number

Greater Delhi Area

• Oversee and manage call centre operations for the Travel vertical of SBU: Travel & Vacations, ensuring smooth functioning and high-quality service delivery• Ensure efficient and effective call centre performance, adhering to quality standards and SLAs• Lead, mentor, motivate and coach the call centre team, setting performance goals, providing guidance, fostering a positive work environment and driving performance excellence.• Develop and implement strategies to enhance customer experience, optimize call-handling processes, and maximize customer satisfaction.• Enhance customer satisfaction through prompt issue resolution and process optimization.• Monitor key performance indicators (KPIs) and operational metrics, analyzing trends and making data driven decisions to drive continuous improvement.• Analyse data, generate reports, and implement strategies to improve operational efficiency. • Participate in the bid process for vendor selection.• Collaborate with cross-functional teams and stakeholders (both internal and external) to align call centre operations with business objectives and ensure seamless coordination.

India

• Carry out the procurement under the supervision of Project Manager – Procurement and contracting as per requirements/ policies of GFR rules.• Participate in group negotiation with vendors whenever required.• Prepare comparatives containing vendor background information, technical specifications, timelines, credentials and other relevant information.• Post bid meets with selected vendor along with user group in case of high-value procurement for finalizing the delivery schedule of goods/ services and work plan.• Coordinate with project team and finance team for payment clearance/ settlement against delivery• Ensure cost-effectiveness and adequacy of purchases.• Extend support in Internal Control Review of the procurement files on a monthly basis.In-depth & strong understanding of Project Planning, Management, and Government of India’s National Scheme i.e. Pradhan Mantri Uchchatar Shiksha Abhiyan (PM-USHA), Programs and their sub-components. Operations and Management of the national schemes at various levels. Coordination of activities with Ministry of Education in such projects for conduct of sub-activities such as conducting workshops, communications and report preparation and inputs to report preparation.• Office management and administration.• Assistance to Section Officer regarding VIP/PMO references, drafting their replies, and Letter drafting.• Administration & Facilities Management within the office.• Provide handholding support to Sr. Consultant/Consultant for preparation of proposals of States and Union Territories (UTs)• Liaising with States/UTs governments in implementation, monitoring and evaluation of the RUSA scheme. • Actively participate in a thorough analysis of the existing RUSA guidelines and implementation and provide input on the development of new guidelines for RUSA 3.0 with Sr. Consultant/Consultant.

Gurugram, Haryana, India

• Attend the incoming calls and understand their requirements & need, assist them accordingly • Convert the inbound calls in to sales calls in order to generate revenue.• USA Airline Travel Sales• Inbound sales process• Making of itinerary and booking management. • Customer data collection and relationship management• Customer complaint and redressal • Tour booking management

India

• Counsel the clients for their immigration query and update them about current immigration rules & regulation • Counselling the customer over the phones, emails and walk-ins and let them understand about the procedure of immigration towards PR, Study abroad and work permit etc. • Ensure that the information given to the customer should be accurate as per the immigration rules & regulation.• Data management of the existing clients• Revenue generation through the counselling of clients

New Delhi Area, India

• Visa team management of E&Y corporate • Relationship management with VFS & Embassy so that visa process will be done on time• Documentation of visa process, online and offline, fee payment, appointment and submission.• Making new update as per the new changes done globally related to travel policy and visa documentation so that frequent traveller may not face any issue. • Coordinate with the team and let them know about their task, motivate them to do so • Quotation drafting for new corporate clients agreement• MIS & reports management and update them to back office• Monitoring of ongoing submitted visas at the embassy and update the same on to MIS/Portal

New Delhi, Delhi, India

• Corporate and Travel visa management• Attend walk-ins and understand their query or need of visa and then let them know about the visa process accordingly• Provide complete information regarding documentation and visa process and convert them in sales• Online visa filling and documentation, submission at the VFS/Embassy• Relationship management with VFS & Embassy so that visa process will be done on time• MIS & reports management and update them to back office• Attend seminars related to Visa industry• Quotation drafting for new corporate clients agreement• Relationship management with VFS & Embassy

Gurugram, Haryana, India

• Call center management of BLS International which is giving their services to Indian High Commission Canada.• Visa Application Centers management within Canada from here (India) • Make sure that the call center team provide the exact information as per the rules & regulation set by the Indian High Commission Canada (GOI) related to Indian Visa, Passport, OCI, and PCC• Attend the meetings over the conference call with the Indian High Commission Canada officers and make sure to them that the VAC offices & call centers team will follow the same instruction as per them• Provide product training timely to the call centers team and new joiners, make the training modules and patterns so that it remains easy to understand them• Calls audit and feedback to the team members and let them understand how to handle the situation in better way• Allocation team target & individual ones, make follow ups on the target achievements daily• Handling the escalation of the applicants, and redressal them • Data management, MIS reports of the call center operation• Team management of the call center

New Delhi, Delhi, India

• Retails sales management within a store at IGI Airport New Delhi• Product demonstration and display management within the stores so that it should be eye catchy and attract the customer• Attend the walk-ins and greet them, understand their need and assist them accordingly to buy the product• Inventory management so that it won’t affect sales of the store, make sure the enough quantity of the products within the store• Motivate the team to attend the more walk-ins and convert them into numbers• Devising pricing strategies and cross-selling approaches in order to increase the sales• Management of retailer promotions time to time

New Delhi, Delhi, India

• Data Collection of warehouse and related companies so that our team can make their strategy• Cold calling to generate the leads and take the appointments for the meeting with our Manager• Attend the meeting with the manager and make the minutes of meeting• Identify the location for warehouses and inquiry about the property with the vendors• Visit the warehouse property and checked them as per need, get the pricing from the vendors• Relationship management with the property vendors of different States