Sunitha George Email & Phone Number

Bengaluru, Karnataka, India

Bangalore

• Responsible for driving Revenue and Cost for the MBU, through base management and Retention initiatives• Responsible for end to end customer lifecycle management of all Karnataka and Kerala customers• Responsible for Postpaid Revenue in Karnataka and Kerala• Management of various processes like Call center, complaint management, Appellate, Billing, Credit & AV, Collection, Retention, Acquisition process management, Document Management, Warehousing etc• Customer satisfaction measurement and management • Enhancing customer value and base Management through specific strategies and programs• Process and Regulatory Compliance• Liaison with TERM, TRAI and other Govt Bodies• Vendor engagement and Management• HVC strategies and programs for revenue enhancement and retention• Customer Insighting and Knowledge sharing for business enhancement

Bangalore

Headed Operations for South • Responsible for P & L deliverables, ebidta and profitability of the entire zone• Managing 4 centers with 4 different client/business processes over 2500 headcount...• Accountable for client Sla’s on all parameters• Directly responsible for client relationship management and enhancing revenues from each vertical.• Also responsible for all support functions that facilitate the process deliverables , including HR, Admin, IT, Quality & Training

Bangalore

Customer Service Head for Karnataka Circle• Directly responsible for all verticals in the Customer Service function – Contact Centre, Retention, Retail, Complaint Management, Quality & Training and Activations• Accountable for key CS metrics – CSAT Scores, Churn %, Contact rate, Cost per call, Complaint %, FTR at all touch points • Responsible for all technology and infrastructural requirements of the function, including ACD, Billing System, IVR etc• Totally responsible for all systems and processes for customer services• Responsible for driving relationship and differentiated service processes (HVC) to increase loyalty and CLTV• Overall accountability for ensuring quality of transactions at all Customer touch points• Responsible for establishing third party audit processes like Mystery Shopping, CSAT Survey by liasoning with external research agencies• Accountable for having a structured process for Training Need Analysis and provisioning the same, in conjunction with Training firms and HR• Owning the entire customer experience through close co – ordination with other departments especially technical and IT Highlights• All customer care processes , CRM designing, implementation, Acd identification, implementation for Spice Telecom, either initiated or driven by me since my joining the customer care team.• Rich experience in different kinds of transitioning during my tenures• Took up challenge of setting up all centres for Spice BPO at South, right from identifying offices to setting up processes.

I was responsible for the Domestic shipment tracking and Complaint Management for Karnataka

Bachelor Of Commerce (B.Com.), Accounting And Finance

Activities and Societies: Member Rotract club , I was part of the Rotract Club and was part of the BBBB campaign (Bring Beauty Back.

Master Of Business Administration (Mba), Marketing, Project Incomplete

Activities and Societies: I was part of the Mad Ads team in college ..