Sunil Nair

Work History

Work History

Freelancing as a Consultant - Business Success & Creative Solutions           

February 15 2009....Till Date

Developing and selling business concepts, ideas and developing creative solutions have always been of great interest to me, and therefore, I decided to invest this time in-between jobs in pursuing the same. The projects that I have accomplished in the last eight months are as follows:

§Re-engineered & optimized the efficiency of a Credit Card Collections Process for a Bank.

§Setup a Home-cooked Food Outlets modeled around the Franchisee System for a Client

§Setup a Creative Interiors Design & Decors Business. for a Client

§Setup a Artifacts Business using only waste/scrap/junk Items for a Client

SeniorManager- Best Practices & Organization Excellence

October 2006....November 2008

CSS Corp Limited. (SlashSupport)

Reporting to Director – HR, Mr. Lakshminarayanan Vaidyanathan

§Provide support in the implementation of various operational and functional management best practices followed in the ITES/BPO industry with special emphasis on Knowledge Engineering and New VAS/Product Development, Quality and Processes; implementation of Balance Score Card and PMS Integration.

§Additionally responsible for conducting organization-wide baseline audit; design and implementation of Core Management Systems – Performance and knowledge; design and implementation of Support Systems – Change Request and Incident, streamlining of MIS reporting and Functional Management Application System Integration.

§Also handled other cross-functional roles as Senior Manager – Organizational Excellence, Corporate HR, Practice Manager – Knowledge Engineering ( VAS Product Management), Senior Manager – Corporate Quality and Senior Manager – Process Quality.

Sr. Offshore Consultant - ITESMarch 2005....October 2006

Working with a reputed ITES/BPO Industry Consultant with India and US Operations

Reported to Lead Management Consultant – Specialist ITES/BPO, Mr. Anil Bhalla

§Assigned charge of standardization of Management Processes; HR Initiatives – Employee Engagement Activities; preparation of training and development curriculum/module design.

§Implementation of Management Standards and methodologies; designing of Corporate Intranet; development of BPO Transition Tool Kit; MIS Reporting and integration of Performance Dashboard and designing of Knowledge Management System.

§Initiated Best Practice and Change Management programs in coordination with Clients PMO.

·Re-engineered IT Service Delivery Management Processes namely Tech Helpdesk (Tier 1), Service Request Management and Incident/Problem Management for a Client Bank.

·Facilitated Inbound Voice Quality Process Re-engineering and implementation of best practices across the Service Delivery Centers.

·Played support role in acquiring of COPC 2000 Gold Standard Certification and successful compliance audit of one of the Service Delivery Centers of a Client.

Lead Mentor - TQM

July 2004 - March 2005

Effective Teleservices Inc., Gandhinagar, Gujarat, India

Reported to Director India Operations, Mr. Jim Iyoob

·Managed TQM department for delivery of critical off-shore back-office support for centers based in Texas, USA.

·Re-engineering of the TQM Department Processes and Service Delivery model into a potential strategic business unit through significant value addition in the delivery of TQM services leading to a competitive advantage for the clients thereby achieving maximum client satisfaction.

·Enhanced Data Integrity Management and Reporting capabilities through successful integration of Quality, Training and operations for better performance analysis and real-time dynamic dashboards & reports.

·Conducted and facilitated calibration sessions to ensure parity in terms of product and process knowledge among the team members; planning and implementation of projects and process control initiatives; design and development of Integrated Call Center Management System; handling process audit and automation and service delivery optimization.

·Also responsible for team management; motivation; coaching and grooming; development and execution of corrective and preventive actions; conducting of performance reviews and appraisals.

Manager - QA & Processes

September 2002 - April 2004

iCall India Limited (NetVantage), Institute of Management Technology (IMT), Delhi NCR,

·Provided leadership and guidance to Operations Managers in implementation of Best Practices pertaining to monitoring of call quality, sampling methodologies, monitoring of calibration and objective evaluation of the feedback delivered to the agents on the basis of observations made.

·Handled Call Quality and Process Audits; conducted Business Viability and Feasibility studies; ensured smooth transition of projects with the aim of achieving maximum client satisfaction.

·Supported the Business Development, Sales and Marketing team with research and development of customized solutions tool kit for clients; implemented quality benchmarking (COPC 2000) in the center; implemented best practices in various functions to ensure strict compliance to COPC guidelines and standards and also identified and led cross functional teams in new project centers.

·Also functioned as Project Manager – QA & Processes (Apr 2002 – Aug 2002); Team Leader – QA (Dec 2001 – Apr 2002); Team Leader – Operations (Oct 2001 – Nov 2001); Trainee Team Player – Operations (July 2001 – Oct 2001).



Technical Skills

Productivity Tools …… Microsoft Word | Excel | PowerPoint | Outlook | MS Project |  Lotus Notes | Outlook  | Personal Brain.. Telecom / Business Applications …… PeopleSoft HRMS | Avaya | Meridian Max Administration | Workforce Management | Meridian Mail Administration | Remedy | Apropos | People Soft | Symposium ACD | AmCat PD | Crystal Reports | Decision Manager… Training/Mentoring/Coaching ……Leadership Development, Mentor-Mentee Program,..



Academic Details
  • Currently pursuing MBA from ICFAI University.
  • B.Sc. (Chemistry), Gujarat University, 1995.
  • Attended various trainings and workshops on Effective Management, Customer Relationship and other related subjects during professional career.


  • Voracious Reader of various subjects...Astronomy, Ancient Culture Heritage & Technologies, Indology, Mysteries....
  • Quizzing
  • Writing - Movie Scripts and Screenplays, Book... Curently working on a book on "India - Compromised" on the impact of Indian BPO/ITES Industry on the Youth of India
  • Conceptualizing & Designing - Advertising Ideas, Innovative & Futuristic Products & Services
  • Playing Cricket, Football, Table Tennis, Tennis, Participating in various Regional, District and State Level Sports & Games.
  • Activities associated with Community Development, Socially Responsible Initiatives


Core Competencies Summary

üExpertise in Implementation of COPC 2000 CSP Standard; Performance/Metrics (KRA/KPI) Management, Objective Appraisal of Performance/Productivity; Balance Score Card deployment & Dashboard Management; Process Management - Development, Control and Re-engineering & Process/Policy Audits; Business Process Transitions & New Project Implementation (Using Transition Toolkit).

üPossess sound knowledge of Development and Objective Assessment/Evaluation; Management Information System & BI Reporting Dashboard; NVA Automation enhancement to strengthen Technology-People-Process Integration; Market Research & Service Innovation.

üAbility to lead independently various critical support departments/functions - Quality, Process, Audit & Compliance, MIS/Reporting, HR/PMS and Knowledge Management

üRecognized by peers/superiors for always exceeding organizational objectives; proficient in developing efficient teams that excel.

üStrong in People Engagement & Motivational Activities, Innovative Retention Strategies, Groundbreaking Rewards & Recognition Strategies

üDevelped Cross-Departmental SLA’s for better accountability & control.

üAs a team member…Ability to communicate at all levels & functions effectively whether individually or as a team. Ability to effectively plan, coordinate & meet deadlines. Self-driven, able to prioritize tasks and implement changes smoothly. A result oriented individual with an analytical mind-set possessing excellent presentation, organizational and team building skills.


§Professional with over 14+ years of experience in handling various management functions, with the last 07+ years in Customer Service/Care in ITES/IT/BPO Organizations.

§Ability to streamline & synergize various critical support functions - Quality, Process, Audit & Compliance, MIS/Reporting, HR/PMS and Knowledge Management

§Currently working as a freelance Strategic Consultant - Business Success & Creative Solutions, involved in three different Client Projects which will conclude by the end of April - May 2010.

Seeking a new leadership assignmentwhere my versatile experience, leadership abilities and in-depth knowledge of IT/ITES/BPO Industry Domain with Multi functional expertise (Management Systems, HR/People Engagement, Customer Service Operational Frameworks, Customer Service Industry Standards and Best Practices) can be utilized to develop an efficient, Best-in-Class, quality Organization with optimized People-Process-Technology synergy.

Overall Industry-wise Experience

5ITES Experience (BPO/Contact Center)7 +Years

üQuality & Process, COPC 2000 (4 + Years)

üOperations, Project Management (1 + Years)

üKnowledge Management/Engineering (6 + Months)

üMarket Research & Product Management (6 + Months)

üHR & Training Development (6 + Months)

5IT Experience (Web-design & Sales)2Years

üJupiter Infosoft Pvt. Limited. (1 Yr)

üSynapse Technologies Pvt. Limited (1 Yr)

5Sales & Marketing Experience (Direct & Institutional)5Years

üHonda Siels Cars India Limited (1 Yr)

üPukhyaplanet ISP Services Pvt. Limited (2 Yrs)

üGoldenSand Resorts Mktg Pvt. Limited. (2 Yrs)

Total Experience ……………………14 +Years

Personal Details

  • Date of Birth: 18th December, 1973
  • Languages: English, Hindi, Gujarati, Malayalam and Tamil
  • Valid Indian Passport Holder (Applied for Renewal)



COPC-2000® Standard Registered Coordinator

COPC 2000