Sunny Thakur
Customer Services Leader • Support & Operations • I build proficient teams
- Role
- Head of Customer Support at Shipsy
- Location
- Chandigarh, IN
- LinkedIn followers
- 500 followers
About Sunny Thakur
Knowledge is power but merely knowing is seldom enough. Right perspective and frameworks are necessary to successfully implement knowledge and realize its true potential. I have traversed my professional life experimenting with ideas & strategies, creating my own frameworks to achieve desired results. Armed with a missionary zeal to optimize everything, I firmly believe in the magic of \'Kaizen\'. I am the colleague at work whom you will find immersed deep in analytics, connecting the dots, completely invested in finding simplest of solutions to the toughest of problems. I have had the opportunity to test my frameworks and hone my leadership skills at B2B SaaS start ups while setting up teams, processes, tools and operations from a scratch. With over 15 years of experience in Logistics (SaaS), Cloud Security (SaaS) and Computer Networking. I excel at building Customer Support for Start ups. • I am adept at visualizing and setting up processes, procedures, Knowledge base, KRAs, SLAs, documentation and infrastructure from ideation to execution. • I lead cross-functional initiatives to achieve business goals. • Recognized for fostering a customer-centric culture, and consistently exceeding customer expectations. I can successfully align, lead and grow large sized high-performing teams in 24*7 operations. • I focus on optimizing processes and implementing innovative solutions. • I surge ahead with my instinct and experience but also back up my decisions based on deep insights through keen Data analysis. • Passionate about delivering outstanding service and driving continuous improvement. I am always looking for new opportunities to learn and collaborate. If you have an interesting proposition or want to exchange ideas or an experience, please feel free to drop me a message. Professional Skills: Leadership | Customer Experience | Start up | Data analytics | Cross functional collaboration | People management | Process improvement | Product enhancement | Project management | Team development Domain Knowledge: Operations | Logistics | Cyber Security | Computer Networking | Compliance | CRM | SaaS
Experience
Head of Customer Support
Apr 2021 — Present · Gurugram, IN
Shipsy is a Smart Logistics Management Platform. The AI-powered platform empowers global businesses to optimize, automate, track and simplify end-to-end logistics and supply chain operations. I lead the Global Customer Support for Shipsy catering to Enterprise clients in a 24*7 environment. • Build the entire Support function from a scratch. • Attract, hire and retain top talent. • Define policies, structures, procedures, KRAs and SLAs. • Create and maintain Knowledge management system and process documentation • Lead cross functionally collaborating with Engineering, QA, Product Management, Finance, HR and Customer Success teams to ensure Customer Experience, Product Enhancement and Employee experience. • Motivate the team to deliver exceptional customer experience. Accomplishments: • Time to resolution improved by 68% • CSAT response rate improved to 15% • CSAT score maintained consistently above 95% • FDR improved to 70%
Education
Kurukshetra University
B.Tech, Computer Science and Engineering
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