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Sunanda Bommakanti

@sunandabommakanti

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BPO operations leader driving process excellence, people performance, and customer satisfaction.

India

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What I'm looking for

I seek a leadership role in BPO/operations where I can optimize processes, mentor teams, and drive CSAT, retention, and measurable performance improvements.

I am a results-driven BPO operations leader with 9+ years of experience managing high-performing customer service teams across voice, chat, and email. I specialize in process improvement, quality management, escalation handling, and team development to drive performance and enhance customer satisfaction.

Throughout my career I have led teams of varied sizes (from 15+ hires to 45 agents), delivered measurable improvements—such as boosting process compliance by 15%, reducing escalations by 20–30%, and improving CSAT and productivity metrics—and developed reporting and Power BI dashboards to inform management decisions.

I bring a hands-on approach to coaching, training, and cross-functional collaboration, complemented by certifications in CPAT/CCAT, Power BI, and Operational Excellence (Six Sigma). I seek roles where I can optimize operations, mentor teams, and deliver both customer and client retention outcomes.

Experience

Work history, roles, and key accomplishments

Team Lead

TDCX

Mar 2024 - Mar 2025 (1 year)

Led a team of 45 agents across chat and email, streamlined SOPs to improve process compliance by 15% and maintained service levels above 95% through KPI monitoring and Power BI dashboards.

Team Leadership Chat Support Email Support SOP Development KPIs Power BI Reporting

Assistant Manager - Operations

Optum Global Solutions

Aug 2023 - Jan 2024 (5 months)

Supervised 35 agents handling eligibility verification and enrollment, resolved 95%+ escalations via workflows and improved agent productivity by 12% through biweekly reviews and coaching.

Team Supervision Escalation Management Coaching Performance Reviews SLA Management Process Improvement Reporting

Case Manager

Amazon

Jul 2022 - Jul 2023 (1 year)

Handled 150+ employee queries weekly for Disability and Leave Services, partnered with HR and payroll to resolve 90%+ issues within SLA and contributed to a 7% increase in employee satisfaction.

Case Management Employee Support SLA Cross Functional Collaboration Chat Support

Assistant Manager - Operations

Concentrix Daksh Services

Jan 2018 - Jun 2022 (4 years 5 months)

Led a 20–25 member content moderation team, maintained 98% consistency on productivity/utilization SLAs, reduced escalations by 30% and mentored staff leading to 20% internal promotions.

Content Moderation SLA Management Client Communication Productivity Optimization Mentoring Reporting

Process Developer

Genpact

Jul 2014 - Dec 2017 (3 years 5 months)

Worked on email account recovery for Google, trained 15+ new hires per batch with a 100% pass rate and improved productivity by 10% through reporting and process suggestions.

Process Development Email Account Recovery Training Quality Assurance Reporting Productivity Improvement Monitoring

Subject Matter Expert

Zavata Inc

Jan 2007 - Jan 2012 (5 years)

Managed claims adjudication for provider networks, monitored 100+ cases weekly for quality compliance, delivered quarterly training workshops and increased team productivity by 8%.

Claim Adjudication Quality Assurance Training Delivery Coaching Reporting