Sunil Kumar Yadav Email and Phone Number

Global Head Of Operations Customer Service for UAE, Middle East and India Region.Managing the contact center for 7 LOBS (Line of Business) across 4 different channels of Phone, Email, Chats, social media for Emaar UAE and International Customers. I am responsible for P&L for the entire contact center and managing functions like Quality, Training, Recruitment and Operations. I am also responsible for managing the outsource teams within MENA region. Lead migration of AVAYA to NICE technology systems for contact center and working closely with IT for launch of app-based dashboards. Please find below some remarkable achievements:- • Creation of E impactors team for engagement and retention. • Implemented a new system for distributing email cases.• PIP Policy for Contact Center• AHT Redundancy Framework • Established regular review meetings to assess business performance.• Executed projects to manage service disruptions due to weather conditions.• OT Bank Project for Ramadan• Launched initiatives to automate pulse checks.• Revamped Standard Operating Procedures across all Lines of Business.• Successfully completed Avaya to NICE migration.• Developed and implemented comprehensive strategies for the contact center.• Managed tender processes for outsourcing manpower.• Emaar India Launch: Overseen the hiring, training, and launch operations in India.• Incentive Plan Launch: Rolled out incentive plans for contact centers in Dubai and India.• Managed invoicing and payment processes for outsourced staff.• Facilitated connections with stakeholders across all LOBs in the contact center.• ECM and DLP SRs Launch on Emaar One App.

Managing Amazon's T4 and Automated Brand Protection teams based out of India, Costa Rica, Phillipines & USA

• Create, develop and drive solutions that lead to a richer end to end customer and operations experience while enabling selection expansion for worldwide transportation integration and operations.• Lead large initiatives, coordinating the work of internal and partner teams. Responsibilities include program scoping, design, data collection, fieldwork and site visits, data analysis, proposal of new standards, communication of results to senior management worldwide, business action follow-up, and subject matter expert (SME) support for implementations of recommended improvements.• Lead execution of end-to-end operational analysis programs that resulted in standardization of classification processes and implementation of best practices.• Develop and drive scalable end-to-end process improvement across worldwide manual classification related processes, leveraging lean management and Six Sigma or similar methodologies or approaches. • Establish process management and governance and Obtain and maintain required safety or regulatory certification. Improve the Standard Operation Procedures for the Operations teams.• Lead an expanding team responsible for developing, maintaining, evaluating and enhancing the processes that enable optimisation in service excellence!!!

•Operations Lead for Amazon Development Center in Virtual Customer Service MP. Managed end to end Customer Service Process Management for amazon business. IN B2C• Manage a team of 2000-2500 FTEs with a direct reporting line of 12-15 Group Managers who cumulatively facilitate end to end cs operations for North America and India operational units. • Scaled the site from 80 Head Count to 3100 HC and supported 9 other site launches to bring up the learning curve.• Liaised with business partners (CSI, ACES, KC, KD, ID & BDM) to formulate Virtual working SOPs as per business requirements.• Project Management & Continuous Improvement with Six Sigma knowledge (Green belt)• Awarded Toy Yoda award for execution and implementation of scalable models in VCS environment• Project Management & Continuous Improvement with Six Sigma knowledge (Green belt)• Spearheaded some of the key VCS network level projects such as Commits Vs Delivery, Schedule Adherence Project, OT Bank, Flex Management and Project “Mission Incredible”

•Set up the Amazon CS process in VCS MP. Manage a team of 600 - 750 FTEs with a direct reporting line of 8-10 Managers who cumulatively facilitate end to end cs operations on Amazon India.• Managed end to end Customer Service Process Management for amazon business. IN B2B & B2C• Prepared Plan of Action (30-60-90 Days) to bridge all the process related gaps & improve quality of services.• Responsible for driving Weekly, Monthly, Quarterly & Yearly Business Reviews with Stakeholders.• Liaised with business partners (CSI, ACES, KC, KD, ID & BDM) to formulate SOPs as per business requirements.• Coached the Team Managers and members of CS team through IDP, CTC and Coaching Kiosk & Connect sessions.•Successfully conducted PEAK RNR 2015-16 & Post Peak party 2016 and 2017 as core committee member• Project Management & Continuous Improvement with Six Sigma knowledge (Green belt)• Awarded as the Best Manager at Amazon for 2015-16 Post Peak Party.• Successfully driven Customer Delight Program (CDP) at Amazon along with Zone Marshall & CDP marathon activities at Hyderabad site. • Core Connections Member at Hyderabad and has strongly driven the #Pulse leadership connect sessions across all the OU's.• Project Management & Continuous Improvement with Six Sigma knowledge (Green belt)

• Operations Lead for leading utilities service provider in UK delivery out of Pune and Noida centers of EXL.• Managed Utility client operations of 250+ head counts with 3 LAM’s (Deputy Managers) and 15 Asst. Managers’• Create revenue stream within Business through identification of operations processes & meet revenue targets.• Coach, guide & mentor AM’s /Lead AM’s on performance, competency & employee engagement initiatives.• Allocate, approve and review operational budgets and revenue reporting. Managed team budgets for staff incentive program, yearly increment budgets and bell curve fitments within pre allocated funds.• Adroit in handling Forecast vs. Capacity Planning and implementing change requirements basis requirements.• Meeting business revenue targets, preparing & analyzing potential revenue opportunities & achieving KPIs.• Identify, agree and implement operational strategies to include workflow management, resource utilization, productivity, quality, competency enhancement and P&L to ensure smooth operations & business transitions.• Gathering client needs by driving process excellence, gain share benefits through various programs.• Identifying improvement areas & implementing business Insights to maximize client satisfaction levels. Setting out quality standards for various operational areas & ensuring a high-quality customer experience jopurney.• Successfully driven reward & recognition activity on the floor, encouraged participation & created enthusiasm on the floor though various activities Leap Ahead, BTCTL, YOTC & Service Excellence Year.

Was responsible for technical support and complaints of Tata Indicom Broadband customers. Was working as Sub TL within the team and looking after the MIS function of the team viz. efficiency, adherence and quality scores. Conducted an excellent outbound session on HPPT at VSNL Dighi in front of the clients