1. CURRICULAM VITAE
Sunitha G
#1234 ,Navashakthi nilaya,
Opp. Venkatakrishna Floor Mill
T-Dasarahalli
Bangalore-560057
E-mail: sunithag3084@gmail.com Phone: +91-9900575808
Objective :
• To work on challenging jobs and in challenging environment.
• To utilize my full knowledge and skills acquired to have better career growth and also
for the growth of the company.
• Seeking Senior Managerial Assignments in Operational Management with
Organization of repute of BPO/Call Centre
Working Experience :
• Over all 9 years of experience.
Worked as Assistant Manager for Quality & Training (SOUTH INDIA) with
OLA.
Training Competencies:
• Conceptualizing and effectuate training & development initiatives for improving
employee productivity & accuracy.
• Solicited and assisted IIM professional on new 3 business production. Monitored and
worked with agents to increase production & accuracy.
• Handling the recruitment of the personnel and identifying the right candidates based
on the business requirement.
• Accountable for implementing new learning in the department for generating the
good customer service.
• Supervising the overall management on day to day operation of all the Trainers &
QA’S
• Prepared Audit Sheet for all INBOUND & OUTBOUND PROCESS.
• Prepared Process Training module for INBOUND & OUTBOUND PROCESS.
• Set up Score Card validation process for all employees.
• Coordinated and successfully managed group training efforts, including obtaining
facilities, scheduling training dates, and confirming attendance by agents. Created
materials and presented information during in classroom sessions
• Implemented a paperless environment, which resulted in increased office productivity
and reduced office expense.
Worked as Group Leader (Assistant Manager) in Justdial for 4 years from 5th
Apr 2010 to 9th May 2014.

2. • Core Competencies :
• Conceptualizing and effectuate training & development initiatives for improving
employee productivity.
• Handling the recruitment of the personnel and identifying the right candidates based
on the business requirement.
• Accomplish the tasks related to salary & pay roll and incentives.
• Supervising the overall management on day to day operation of all the team leaders.
• Facilitating the operational management initiatives, managing the conference calls
and integrating delivery systems to achieve the organizational objectives.
• Accountable for implementing new schemes in the department for generating the
revenue.
• Monitoring the performance of all the team leaders and providing assistance in
improving their targets and meeting the SLA.
• Over viewing all the reports done by the MIS .
• Monitoring on the daily staffing required based on the forecast of the calls.
• Planning adequate staffing to control the abandon within the service level.
• Managing the appraisal process linked to reward the management.
Personel Skills :
• Streamlined the Internal Job Posting procedure for the department.
• Effectively organized how productivity can be increased during the non peak hours.
• Effective utilization of the shrinkage during the non peak hour.
• Organizing weekly meeting with the team leaders based on the SLA & Goal Set.
• Organizing monthly CON CALL PAN INDIA based on Goal Set.
Achievements :
• Won the best Group Leader Award for the year 2013-2014.
• Won the best Group Leader in the Quarterly Rewards and Recognition.
• Played a Vital Role in stream lining the interview procedure.
• Streamlined the Internal Job Posting procedure for the department.
• Hosted the Cultural Program for 3 hours in Justdial
• Won the Best Collage & Rangoli & Singing Competition.
Worked as Team Leader in Sparsh from 14th
Sep 2009 to 1st Apr 2010.
Core Competencies :
• Accountable for implementing new schemes in the department for generating the
revenue.
• Monitoring the performance of all the agents and providing assistance in improving
their targets and meeting the SLA on day to day basis.
• Presenting the Monthly Business Review to the Clients.
• Arranging Training for the new comers & defaulters.

3. Personel Skills :
• Monitoring on the daily staffing required based on the forecast of the calls.
• Coordinating with the software team as we had a new software launched.
• Synchronization with the Dialer Team as we had to fetch and filter and Upload the
data.
• Overviewing the MIS reports.
Achievements :
• Played a Vital Role in stream lining the interview procedure.
• Created a New Training Module for the Training of the Employes
• Multitasking in doing the Training & also handling the Floor Activities.
• Hosted a FUN WITH EMPOYEES Cultural Activity for the Employees for 4 hrs.
Worked as SME (Subject Matter Expert) in Aditya Brila Minacs for Apple Ipod
Process for 2 years from 4th Sep 2006 to 29th
Sep 2008.
Core Competencies :
• In-coordination with the Team Leader to achieve the SLA from the Team.
• Monitoring the Team in achieving the daily KRA’s and SLA’s.
• Conducting the Pre & Post Shift Briefing for all the agents based on the performance.
• Monitoring and assisting the team in meeting the daily APP of Sales for the Apple
IPODS.
• Training the Newcomers with the Apple Ipods trouble shooting procedure.
• Checking the C-SAT survey of the callers and getting back with the concerns.
• Organizing the Leaves & Breaks Schedules based on the SLA.
• Overviewing the WFM reports.
Personel Skills :
• Co-ordinating with the Software Team with the testing as we had new set up CRM
software.
• Handled the Pilot Batch of I-Tunes with 35 agents.
Achievements :
• Won the Best SME in the Quarterly Rewards and Recognition.
• Won the RJ for the Day with the Radio Mirch in the Office Campus.
• Won the Karoke competition in a cultural event organized by the HR.
Profile Summary:
• Over 8 years of experience in Strategy Planning, Operation Management.
Administration of the employees.

4. • Extensive experience in developing plans, supervision & implementation of all the
objectives set.
• Actively involved in the developing the leadership skills.
• Actively involved in the cost saving initiatives in the process.
• Excellent leader with exposure in conceptualizing to optimize the resource /capacity
utilization.
• Adept at handling day to day administrative activities in co-ordination with internal &
external department.
• Hold excellent experience in organizing team building events across career.
• Strong communication with ability to ensure execution of the time bound
deliverables.
Academic Chronicle:
• Diploma in Electronic & Communication Engg. from Impact polytechnic
Institute. Kodigehalli , Bangalore
Personal Profile:
Husband’s Name : Manjunatha.K.M
Date of Birth : 13-01-1984
Language Known : English, Hindi, Kannada and Telugu
Nationality : Indian
Declarations :
I hereby declare that the above-mentioned information is correct to the best of my
knowledge.
(Sunitha.G)
Place: Bangalore