Sunil Rawat
@sunilrawat1
I audit performance, coach agents, and improve compliance for high-volume customer operations.
IndiaWhat I'm looking for
At Concentrix, I conduct monthly quality audits and call calibration sessions for a Fortune 500 e-commerce client, measuring agent performance against compliance and operational targets.
I turn audit findings and KPI data into practical coaching plans, weekly huddles, and 1:1 sessions. I use Excel reporting, root cause analysis, and CAPA recommendations to address non-compliance and improve performance.
My experience also includes collections, technical support, and consultative sales at Firstcry. I bring customer needs assessment, negotiation, structured troubleshooting, and a target-oriented approach to quality and operations work.
Experience
Work history, roles, and key accomplishments
Conducts monthly quality audits and call calibration sessions, builds coaching plans in Pulse, leads team huddles, and performs root cause analysis for corrective actions.
Handled inbound and outbound calls for credit account collections, processed payments, and structured payment plans through consultative negotiation.
Diagnosed hardware and software issues via phone support, troubleshot with customers and IT teams, and created dispatch requests for replacement parts.
Sales Associate
Digital Age Retail Pvt. Ltd. (Firstcry)
Jul 2021 - Jan 2022 (6 months)
Analyzed customer data in Excel, placed outbound calls to identify product needs, and converted leads into sales through consultative selling.
Education
Degrees, certifications, and relevant coursework
IMS Unison University
Master of Business Administration, Marketing
MBA in Marketing from IMS Unison University, Dehradun, completed in 2019.
Lovely Professional University
Bachelor of Computer Applications, Computer Applications
Bachelor of Computer Applications from Lovely Professional University, Phagwara, completed in 2014.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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