SUNITHA S
ASSOCIATE MANAGER
Chennai
Summary
Service-oriented Associate Manager with commitment to excellence and more than 7 years of experience in inbound operations, quality assurance, and team leadership. Effective collaborator promoting strong stakeholder management and process improvement skills. Proven history of driving SLA compliance, operational efficiency, and customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Associate Manager – Quality Assurance
Sutherland - Glassdoor
01.2025 - Current
- Led inbound QA operations for a 50+ member call center, achieving 95% SLA compliance, and improving service delivery efficiency.
- Directed QA audits, ensuring 100% compliance with internal and client standards, and reducing escalations by 15%.
- Monitored over 200 monthly call audits, boosting script adherence by 20% and enhancing customer satisfaction.
- Partnered with WFM to forecast call volumes with 95% accuracy, optimizing staffing, and reducing abandonment rates by 12%.
- Implemented corrective action plans that increased CSAT by 10% and improved NPS by 8 points within 6 months.
- Coached and mentored over 10 analysts and team leads, reducing AHT by 12 seconds and improving call-handling efficiency by 15%.
Sr. Associate & Team Lead
Amazon SPS
01.2020 - 12.2024
- Spearheaded inbound vendor support operations, handling 1,500+ weekly calls and emails, ensuring SLA compliance across all support functions.
- Supervised three teams (20 members each), achieving measurable improvements in AHT (–15 seconds), FCR (+12%), CSAT (+9%), and SLA adherence (+10%).
- Acted as Manager for the Vendor Payment Inbound Pilot Process, successfully setting up operations, staffing, and escalation frameworks, achieving 100% SLA compliance in the first quarter.
- Optimized IVR workflows and escalation handling, reducing average call handling time by 14%, and improving first-call resolution by 11%.
- Delivered monthly coaching sessions and quarterly performance reviews that boosted team productivity by 18%, and reduced attrition by 10%.
Consultant
Sutherland – Microsoft Process
01.2017 - 12.2018
- Delivered inbound client support, resolving over 50 calls per day while maintaining 100% SLA compliance on response and resolution targets.
- Conducted regular quality monitoring, driving a 10% improvement in script adherence, and ensuring compliance with service standards.
- Improved customer satisfaction scores by 8% through proactive issue resolution and enhanced client communication.
Education
Bachelors in Engineering - Electronics & Communication Engineering
PSVP Engineering College
Chennai, India 04.2001 -
Skills
- Confluence documentation skills
- CSAT
- E-commerce
- IVR
- JIRA issue tracking
- Operations management
Websites
Certification
Six Sigma Yellow Belt
Accomplishments
- Outstanding Operational Leadership
- Managed significant projects that improved service quality and customer satisfaction metrics like CSAT and FCR
Timeline
Associate Manager – Quality Assurance
Sutherland - Glassdoor
01.2025 - Current
Sr. Associate & Team Lead
Amazon SPS
01.2020 - 12.2024
Consultant
Sutherland – Microsoft Process
01.2017 - 12.2018
Bachelors in Engineering - Electronics & Communication Engineering
PSVP Engineering College
04.2001 -