Sunny G.

Sunny G. has a diverse work experience in customer experience management. They started their career in 2006, working as a Senior Associate at Teleperformance USA and Bank of America until 2008. From 2008 to 2011, they worked as a Senior Team lead at Teleperformance (Intelenet), and then as an Assistant Manager and Project Manager at Digicall and GiGHS respectively until March 2015. During this time, their primary responsibilities included managing contact center hygiene, meeting service level agreements, reducing escalations, conducting audits and improving customer satisfaction.

In 2015, Sunny joined Snapdeal as a Senior Manager - CX, where they successfully managed customer experience operations, reduced costs, and enhanced the buyer experience across multiple channels. They also led outsourced contact center operations and focused on process improvements and standardization.

Currently, Sunny is the Head of Customer Experience at Bata India Limited, where they are responsible for leading budgeting and forecasting for cost optimization. They also focus on enhancing process efficiency through SOP review and system implementation, and improving the customer journey through CRM and ORM platforms.

Sunny G. has a Master of Business Administration (M.B.A.) degree in Business Administration and Management from Kurukshetra University (2014-2015). Prior to that, Sunny G. obtained a Master of Commerce (M.Com) degree in Business/Commerce from Panjab University (2006-2008), and a Bachelor of Commerce (B.Com.) degree in Business/Commerce from the same university (2002-2005). Sunny G. also holds a Lean Six Sigma Black Belt Certification from Henry Harvin.