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Suniya Babu

@suniyababu

Customer service operations leader at Lalamove/Uncle delivery who implemented workforce management, cutting costs by 15%.

India

Message

At Lalamove/Uncle delivery, I lead PAN India customer service operations across voice, non-voice, outbound, and backend teams, consistently ensuring SLA of 95%+. I implemented an Erlang-based workforce management system that reduced costs by 15% while improving agent productivity.

At Tata Teleservices, I managed multi-site customer service operations and led teams of 100+ associates. I also implemented process improvements that reduced repeat complaints by 20%; earlier, at IBM Daksh eServices, I led sales operations for the Airtel process and improved sales conversion by 18%.

Experience

Work history, roles, and key accomplishments

Current

PAN India Head – Customer Service

Current

Lalamove/Uncle Delivery

May 2019 - Present (7 years 4 months)

Lead PAN India customer service operations across voice, non-voice, outbound, and backend teams, ensuring SLA of 95%+. Spearheaded international chat support and implemented Erlang-based workforce management system, reducing costs by 15%.

Customer Service Leadership Operations Management SLA Management Workforce Management Erlang Zendesk Zoho Ozonetel VOC Process Improvement

Centre Manager – Customer Service

Tata Teleservices

Jan 2013 - Apr 2019 (6 years 3 months)

Managed multi-site customer service operations across Noida and Trivandrum centers, consistently achieving SLA >95%. Led teams of 100+ associates and implemented process improvements that reduced repeat complaints by 20%.

Customer service management Operations Management SLA Management Team Leadership CRM Process Improvement Compliance

Assistant Manager (Compliance & Call Centre)

Home Credit

Jan 2011 - Dec 2013 (2 years 11 months)

Oversaw compliance and customer service operations for NBFC financial services. Developed training programs that improved compliance adherence by 25% and handled escalations to reduce customer complaints.

Compliance Management Customer Service Training Escalation Management NBFC

Deputy Manager (Airtel – Sales Ops)

IBM Daksh eServices

Jan 2003 - Dec 2011 (8 years 11 months)

Led sales operations for Airtel process at IBM Daksh, Gurgaon. Improved sales conversion by 18% through structured training and performance monitoring.

Sales Operations Training Performance Monitoring Sales Conversion