Sunita Kaul Email & Phone Number

London Area, United Kingdom

Slough, England, United Kingdom

Worked with a top-tier consumer health corporation, Haleon where I successfully enhanced and evaluated existing service level agreements (SLAs) to better align with the client's business requirements. I implemented comprehensive SLA reporting for incidents, problem, and change management, providing a clear overview of contractual commitments to the client. Additionally, I was entrusted to identify and address other areas necessitating improvement and focus, such as:- Successfully implemented comprehensive SLA reporting for incidents, problem, and change management, leading to a 20% improvement in alignment with business requirements- Led the re-alignment of ITIL processes, resulting in a 15% improvement in efficiency through collaboration with service owners.- Conducted network diversity audits across Tier 1 sites to ensure optimal service delivery and improved overall resiliency by up 40%- Initiated monthly performance reporting, leading to a 20% reduction in service breaches in the first quarterMentored fellow Customer Service Managers, sharing best practices to elevate overall service quality

Slough, England, United Kingdom

Currently leading the Service Operations of the largest shipping company in the world and the third largest account within Orange Business. With over 900 WAN connections worldwide, with additional services such as, Cloud, Voice, Zscaler, Security & LAN. Working under continuous pressures to ensure we deliver the Network quality that our clients strive for on demand and for the future. - Customers primary point of contact within Orange Business, for all service-related issues and acting as the primary escalation point for major incidents and proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange.- Leading daily Scrum Stand-up & Crisis calls with customers and Orange Stakeholders, including Business Unit Directors to ensure we are on track with actions and improvements and meeting SLA's.- Working closely with Technical Architects, Project Managers and Local Delivery Managers to ensure the Topology meets the customer’s requirements and implemented with the upmost care and detail- Ensuring Firmware and IOS on Routers are up to date and upgraded according to the latest release, to alleviate the risk of software and hardware bugs- Working in partnership with Cisco to ensure, Hardware and Software support contracts are in place and well covered for incident management.- Monthly Service Reviews with senior leadership teams to provide an overview of the Service coupled with quick wins, challenges, risk, new opportunities, and improvements.- Compilation of bio-annually diversity audits, highlighting capacity issues and single point of failures across the network and making the necessary changes to alleviate these by providing forecasts and recommendations- Directly working with remote vendors and carriers to ensure services are stable and secure.- Ensuring the HOTO (Handover to Operations) is carried out as seamless as possible without any disruptions to the Business.

London Area, United Kingdom

- Carrier Management Team Lead, focussing solely on highly escalated incidents that required intervention to resolve within tight SLA’s whilst maintaining service excellence- Responsible for rolling out the Carrier Team process to, NAM, APA & EMEA. This involved a visit to the Cairo Technical Service Desk to meet the Service Desk Agents and act as their mentor during my time there- On-call as the EMEA escalation point to ensure immediate support was provided during a crisis- Close relationships with UK and EMEA Carriers to ensure their infrastructure was able to maintain the reliability of the connectivity to our customers- Regularly visited Carriers across the UK & EMEA such as Cable and Wireless, British Telecom, Dutch Telecom & Belgacom for Service Reviews to discuss improvements- Coached and guided the offshore Teams of processes and practices for various carriers and vendors

London Area, United Kingdom

- Level 2 technical support specialist, troubleshooting incidents for a large variety of customers- Ensuring incident resolution was maintained within the SLAs and MTTR- Consistently keeping our customers up to date with progression of their incidents and initiating escalations to senior management when required- Heavily involved with a large variety of complex incidents which required crisis bridges across various stakeholders, while working 12hr shifts to cover the follow the sun process- Multi-cultural environment allowed me to expand my knowledge further within country and across various countries

London Area, United Kingdom

- Level 1 technical support agent, responsible for handling incoming calls from various customers to report incidents- Carried out Layer 1 checks with customers and referred incidents to the layer 2/3 team if required- Responsible for providing regular updates to our customers according to the severity levels- Regularly recognised for exceeding my team targets for the number of incoming calls taken daily

London Area, United Kingdom

- Sole menswear Fashion Designer & Buyer, responsible for 3 Fashion retail stores based in various London locations- Carried out Regular stop visits to ensure the performance of sales were growing to hit targets- Responsible for the store layouts and merchandising and ensuring staff retention

London Area, United Kingdom

- Worked in the Men’s Designer Wear Department as a retail sales advisor- Liaising with high profile clients to ensure they received personalized service to suit their needs in Fashion - Worked in a bonus driven environment to ensure we met our daily sales targets