Sunita Kaul Email & Phone Number

Results-driven Senior Customer Service Manager with over 23 years of expertise in the telecommunications sector, specialising in enhancing operational efficiency and elevating customer satisfaction. Proven track record of successfully leading strategic initiatives aimed at optimising service delivery, reducing operational costs, and improving overall customer experience. Demonstrated skills in process optimisation, data-driven decision-making, stakeholder engagement, and high-performing team leadership. Adept at collaborating with strategic accounts and cross-functional teams to implement innovative solutions that drive measurable outcomes. Strong focus on fostering long-term customer relationships through exceptional service and a deep commitment to delivering results. Experienced in nurturing and developing diverse teams to achieve continuous improvement and transformation. Core values include passion, integrity, accountability, and a positive, solution-oriented approach to overcoming challenges.Key Personal Skills & Achievements:Process Improvement: Successfully implemented global operational processes utilising Lean and AGILE methodologies, resulting in a 20% increase in both operational efficiency and customer satisfaction through streamlined workflows and optimised performance.Customer Satisfaction: Increased the quarterly customer satisfaction rating by a significant 50%, surpassing previous performance benchmarks and achieving one of the highest ratings recorded in the past three years.Problem Resolution: Established a Problem Management Team to address recurring incidents, resulting in the resolution of long-standing issues, enhancing the Continual Service Improvement Process and improving business stability by 40%.Contractual Compliance: Redefined Service Level Agreements using the ITIL Framework for a major pharmaceutical company, Haleon, and implemented standardised processes for monitoring and reporting. Ensured all SLAs were consistently met, driving operational efficiency and accountability.Technology Adoption: Supported the Implementation of AI-powered automation for repetitive tasks, improving efficiency and consistency.Customer Insights: Delivered a comprehensive yearly capacity report, providing valuable insights into cost savings and capacity requirements, detailing insights to support resource planning and future growth, resulting in approximately £55k in annual savings.Risk Mitigation: Successfully rolled out Release Management and WAN catalogue processes to mitigate risks to software and hardware bugs.

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  London College Of Fashion, University Of The Arts London

  Fashion Design And Technology