Sunny C.
Senior Operations & Customer Experience Specialist
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Sunny C. is a seasoned Senior Operations & Customer Experience Specialist with more than eight years of international expertise, particularly noted for leading teams, optimizing workflows, and ensuring compliance with strict policies. In roles at Concentrix CVG Sdn Bhd in Malaysia, he has bolstered customer satisfaction for significant global clients, including Google, enhancing both CSAT scores and maintaining stringent SLAs. His capability in Data Analysis & Reporting has facilitated operational excellence by converting data insights into trusted operational strategies. At Concentrix, he excelled in Content Moderation and received the Best Agent Award twice. His leadership roles include guiding an eight-member team at HLL Life Care Ltd and improving institutional administrative processes at Ryan International School in India. He holds a Bachelor of Commerce from Arunachal University and has consistently driven performance excellence through Team Leadership & Coaching and rigorous adherence to Policy & Content Moderation.
Experience
Senior Advisor II
Concentrix CVG Sdn Bhd · 2024 — 2026Provided real-time operational guidance, technical troubleshooting, and quality support to a large tier of agents, enhancing Floor CSAT and SLA metrics. Ensured compliance by resolving complex customer escalations within strict policy parameters, contributing to end-user retention. Improved workflow efficiency by establishing structured data record-keeping methods, which reduced manual administrative tasks.Content Moderator (Google Campaign)
Concentrix CVG Sdn Bhd · 2022 — 2024Evaluated and moderated high-volume online content to enforce platform integrity and safety, in accordance with global policy parameters. Analyzed compliance reports to identify core operational trends, enabling proactive adjustments to quality workflows. Supported accelerated onboarding by mentoring new and fellow agents on policy updates and quality compliance standards.Business Development Manager
HLL Life Care Ltd · 2020 — 2022Led and trained an eight-member team in the deployment of extensive sanitation and professional hygiene programs throughout the state. Cultivated key public institutional partnerships by establishing relationships with state government departments to enhance corporate initiative visibility.Office Administrator
Ryan International School · 2017 — 2020Modernized student accounting records and managed substantial banking transactions, improving administrative integrity. Facilitated daily consultations with parents to address operational concerns, enhancing stakeholder relations with high satisfaction.Senior Customer Service Executive
Umbrella Estates · 2012 — 2017Oversaw omnichannel support architectures, managing high-volume inbound and outbound calls as well as email communications, consistently achieving first-contact resolution targets.
Skills & Expertise
Education
- Bachelor of Commerce (B.Com.)Arunachal University
- Intermediate (12th Grade)CBSE Board
- High School (10th Grade)CBSE Board
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