Sunil Raj Email and Phone Number

Led the development and maintenance of intranet and website projects, aligning them with best practices and business policies.Oversaw the intranet development team, ensuring the achievement of aggressive targets and deadlines Initiated and developed pilots for new programs and applications, enhancing tools for call center agents and facilitating continuous improvement based on feedback.Managed the call center support room, overseeing a team of 100+ personnel, handling escalations, and managing high-risk scenarios. Actively participated in stakeholder meetings to ensure clear communication and understanding of project objectives and tasks.

Handled high-risk situations to retain customers, consistently meeting the 50% retention rate target Excelled in achieving business targets during monthly review meetings, derived from retention spending and business goals.Frequently maintained the highest retention rate on the team and led best practices meetings with customer service agents. Employed excellent negotiation skills to retain customers and create mutually beneficial agreements for the business.

Mastered the technology used for Satellite and system solutions.Managed complex scenarios, assisting a diverse range of customers with tasks to maintain their Satellite equipment at home.Created support requests with installers and warehouse teams for equipment replacement and new installations for customers.

Exceeded sales targets by providing customers with additional programming and services.Studied business rules to deliver optimal solutions for customers, mastering business processes and policies. Exceeded Key performance indicators monthly.