Sunil Kappal

Sunil Kappal has a diverse work experience spanning over two decades. Sunil currently holds the position of Director (Head) Data Analytics at Milkbasket, India's first subscription-based micro-delivery service. In this role, Sunil leads a team of data analytics and project management professionals, taking ownership of projects and delivering results to stakeholders.

Prior to joining Milkbasket, Sunil served as a Service Delivery Leader - Analytics at R Systems. During their tenure there, they worked with Fortune 500 companies in the USA and Europe, assisting them in designing and implementing customer experience and transformation strategies. Sunil also played a key role in implementing digital channel enhancements and customer experience strategies.

At R Systems, Sunil held multiple positions, including Senior Manager Process Excellence, Manager Process Excellence, and AM Process Excellence. In these roles, they specialized in contact center performance projects for a leading healthcare organization based in the USA. Sunil's responsibilities included process re-engineering, capacity optimization, revenue lifecycle improvements, agent efficacy, performance improvements, FCR improvements, customer satisfaction, claim processing improvements, claim lifecycle improvements, and cause mapping. Sunil also used business process knowledge and speech analytics tools to deliver significant ROI for organizations across various verticals.

Earlier in their career, Sunil worked as a Quality Team Lead at HCL Technologies, where they were responsible for ensuring quality compliance and driving process improvement initiatives. Sunil also worked as HOD Training at Lingosys and Sr. Team Member at eFunds.

Sunil began their career as a Shift Incharge at ABC Communications India P. Ltd.

Overall, Sunil Kappal has a wealth of experience in data analytics, customer experience, process excellence, and quality compliance. Sunil has worked with a range of industries and has a track record of delivering results and driving business growth.

Sunil Kappal has a diverse educational background with a focus on business, analytics, and information technology. Sunil obtained a Master of Business Administration (MBA) degree in Information Technology from Swami Vivekanand Subharti University between the years 2022 and 2024. In 2015, they completed a management program in Marketing at the Indian Institute of Management, Lucknow. Sunil also pursued several online courses and certifications to enhance their skills and knowledge. Sunil completed a specialization in Business Analytics from the University of Pennsylvania in 2016 and obtained various certifications, including "Deploying Scalable Machine Learning for Data Science" from LinkedIn in February 2022, "Scrum: Advanced" from LinkedIn in September 2021, and "Tableau Data Scientist" from Tableau Software in June 2020. Sunil holds a Bachelor's degree in English Hons. from Indira Gandhi National Open University, which they earned from 1996 to 1999. Prior to this, they completed their secondary education at Tagore Senior Secondary School, focusing on Arts. Lastly, Sunil received certifications in different areas, such as project management and healthcare innovation, from recognized institutions like Coursera and the Indian Institute of Management, Lucknow.