Goonjan Sunil Sahani
Mumbai,India
Summary
Results-oriented Delivery Operations Senior Analyst skilled in optimizing service delivery and managing regulatory compliance. Experienced in enhancing performance metrics and fostering team engagement through strategic initiatives. Former Operations Team Leader with a strong background in stabilizing LOB migration program and utilizing AI-driven insights. Committed to leveraging data analysis to drive operational improvements and innovative solutions. Results-oriented Delivery Operations Senior Analyst optimising service delivery and managing regulatory compliance. Enhanced performance metrics and fostered team engagement through strategic initiatives. Championed LOB migration programmes and leveraged AI-driven insights to improve operations and drive innovative solutions.
Overview
1
1
Language
7
7
years of professional experience
Work History
Delivery Operations Senior Analyst
Accenture
Navi Mumbai
06.2026 - Current
- Lead team of 15 with clear accountabilities for daily service delivery.
- Own interval adherence management through consistent checks and structured interventions.
- Account for VSAT, FTR repeat contact patterns, and 24/7 service consistency.
Set expectations for positive sales outcomes, including upgrades and transfers. - Own regulatory compliance by overseeing complaint handling and resolution quality.
Manage AHT performance through behaviour listening standards and DSAT monitoring. - Chaired team huddles to align daily execution with plans and standards, enhancing team communication and focus.
- Direct connected framework coaching using call listening insights and feedback.
- Account for VSAT, FTR repeat contact patterns, and 24/7 service consistency.Set expectations for positive sales outcomes, including upgrades and transfers.
- Oversee priority submissions and reflections to map growth prospects for agents.
- Drive team engagement through ongoing participation, listening, and support actions.
- Championed weekly and monthly recognition initiatives to reinforce expected behaviours and drive accountability across the team.
- Maintain leave tracker accuracy through proactive planning and staffing coverage.
- Managed transport scheduling by coordinating shifts and resources to ensure timely attendance. decisions to support reliable team attendance.
- Facilitated completion of people connect sessions by scheduling and preparing agendas. by delivering weekly and monthly one on ones.
- Oversee documentation to keep coaching records, compliance evidence, and processes current.
Operations Team Leader
Foundever CRM India Pvt Ltd
Mumbai, India
03.2024 - 05.2026
- Recently nominated by Sr. Ops Manager to lead new LOB migration program, stabilising performance by improved and best Customer Sentiments generated through AI voice listening tool and later got recognised with an appreciation from the client within 3 months of go-live as top performing team across geographies and competitors which has won us client trust and gained more than 200+ FTE.
- Achieve & exceed client's key deliverables on SLA & KPI/metrics through strategic monitoring and performance optimisation.
- Partnered with nesting/OJT and training teams to streamline process improvements, enhancing onboarding experience for new hires.
- Conducted regular performance reviews, coaching sessions, and team huddles to strengthen accountability and boost overall team productivity.
- Managing client (CRR, CS, NRPC, FRT & ART, AHT) KPIs & people (late logins, attrition & shrinkage) metrics for the team.
- Preparing write-ups & presentation on MS PowerPoint for weekly & monthly business review with client and respective stakeholders, if any.
- Attending client and quality calibrations for better focus of process improvement & efficiency and regular updates shared with team.
- Created action plans, followed up, and provided constructive feedback to team on client and organisation tools to ensure compliance with mandatory standards.
- Focus on regular defaulters to risk failure of team performance and other metrics hand in hand.
- Conduct weekly R&R and monthly R&R programs to boost employee engagement and motivation.
- Planning roster schedules along with scheduler on the tools (IEX, NICE) for requirements to meet the SLA & LA.
- Monitor CMS tool to ensure better focus on employees call time management and break adherence and other auxes.
- For 60+ agents had monitored and evaluated chat transactions to assess service level standards as per client targets.
- Also facilitate calibration sessions with operations, trainers to develop scoring consistency and best practices.
- Analysed statistical data to support decision-making and improve performance.
- Evaluated transactions to assess associates' adherence to service level standards.
- Analysed results to pinpoint root causes and trends for enhancing quality.
- Perform coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call and chat productivity.
- Preparing dashboards for the team assigned.
- Highlighted outliers to reveal opportunities for performance enhancement.
- Participating in different calibrations held internally and externally by the client.
Quality Analyst
Sitel India Pvt Ltd
01.2023 - 01.2024
Quality Analyst
Teleperformance
10.2020 - 12.2022
- Monitored and evaluated transactions for 35+ professionals to assess service level standards as per client requirements.
- Designed evaluation programs and conducted monthly calibration sessions to ensure compliance monitoring and data auditing.
- Evaluated calls for compliance with customer service standards. and auditing the actions performed by associates.
- Also facilitated calibration sessions with operations, trainers to develop scoring consistency and best practices.
- Conducted quality session and identified the outliers.
- Imparted remedies to avoid defects while monitoring preventative and corrective actions to ensure quality assurance standards were met.
- Shared Conducted root cause analysis to identify process gaps and proposed ideas for process improvement.
- Provided error feedback emails real time.
Senior Customer Care Representative
Teleperformance
05.2019 - 09.2020
- Resolved customer issues for major banking client during collection process by assisting with online account management, payment of dues, and processing account closure requests post-debt clearance.
- Resolved customer complaints with empathy and professionalism, leading to increased satisfaction and loyalty.
- Managed customer service inquiries via phone, email, and live chat, providing timely and accurate responses to questions and concerns.
- Used excellent and efficient problem-solving skills to address and resolve complex customer issues.
Education
Bachelor of Management Studies - Finance
NMIMS
Mumbai01-2026
Bachelor of Management Studies -
Mumbai University
Mumbai01-2013
Skills
- Data analysis
- Quality analysis
- Process improvement
- Business quality management
- Performance management
- Team leadership
- Customer relationship management
- Stakeholder engagement
- Power BI and AWS
- Decision making
- Time management
- Customer service
- Leadership development
Languages
English
Advanced
C1
Interests
- Reading spiritual books
- Walking
- Cooking
- Travelling
Accomplishments
- Best QA Award
- Best Team Award
Timeline
Delivery Operations Senior Analyst
Accenture
06.2026 - Current
Operations Team Leader
Foundever CRM India Pvt Ltd
03.2024 - 05.2026
Quality Analyst
Sitel India Pvt Ltd
01.2023 - 01.2024
Quality Analyst
Teleperformance
10.2020 - 12.2022
Senior Customer Care Representative
Teleperformance
05.2019 - 09.2020
Bachelor of Management Studies - Finance
NMIMS
Bachelor of Management Studies -
Mumbai University