Sunita Jakhar

Contact Center Configuration SME specialising in Genesys Cloud CX and Intercom. Expert in advanced routing, automation, and digital transformation, with end-to-end ownership of flow development and team onboarding. Configuration: Owned inbound and outbound workflows across voice, chat, email, and digital channels. Transformation: Led onboarding of client-facing teams, delivering 99.9% uptime globally. Stakeholder: Aligned routing strategies with client-first models, improving CSAT.

Front-line and escalation support across email, phone, webchat & WhatsApp for global retail, corporate, & institutional clients, with direct ownership of real-time queue management and shift-level operational oversight. Case Handling: Managed end-to-end client queries across channels, ensuring SLA-compliant resolution and accurate logging. Collaboration: Partnered with Compliance, Payments, and other client facing teams to resolve complex multi-department client issues. Led shifts, owned queues, escalated.

Played a key role in accurate and timely booking & Scheduling of Ads, planning of classifieds section &manage relationships with clients to facilitate repeat business. Attend to all customer queries/complaint and help them out with their needs by understanding and providing the best options available. Also, handled billing and recovery of money overpaid to clients & maintained branch cash transactions records. Handled launch of TOI Vizag Edition in 2012 and was awarded TIMES Interact Reward (2016-2017)

Played a key role in Transfer’s process (Broker to broker stock transfer), Customer service, Trade execution, Equity research, Client acquisition and interacting with clients and maintaining relationship. Ensuring continuous interaction with the customer to make sure that area of concerns can be worked upon for improved service levels Always keeps communication channels open with the customers to achieve WIN-WIN situation at both ends.