Customer Support Service

Sunny Sharma

770-***-**** ***********@*****.*** linkedin.com/in/sunny-sharma-ab9b503a

National Customer Support Manager

Specialized in: Customer Service & Success Management, Operational Excellence, Revenue Generation, and Team Development & Leadership

Customer-focused leader with 15+ years of experience driving customer success, operational excellence, and revenue growth. Proven ability to build strong client relationships, increase retention, and implement strategies that maximize customer satisfaction and business profitability. Expert at cross-functional team leadership, process optimization, and delivering high-impact customer programs. Passionate about enhancing the customer journey through proactive support, innovative solutions, and data-driven insights.

Customer Success Management Client Relationship Building Program & Project Management KPI Reporting Planning & Execution Performance Management P&L Operational Improvement Cross-functional Communication Adaptive Problem-solving SAP ScrumMaster Budgeting SaaS Customer Support

Professional Experience

National Customer Support Manager

STG Logistics Atlanta, Ga August 2024 - Present

·Led end-to-end project lifecycles, including launching new intermodal services and optimizing drayage operations as well as coordinated cross-functional teams to execute high-impact projects, including automation of customer notification systems for real-time updates

·Oversaw multi-state logistics operations, managing drayage and intermodal transport processes to ensure seamless container movement and streamlined operational workflows to cut lead times and improve on-time delivery metrics by 20%.

·Built and maintained client relationships, achieving a 90%+ customer retention rate and contributing to revenue growth through enhanced satisfaction and service delivery.

·Utilized analytics tools to create dashboards and customer-facing reports, providing visibility into logistics KPIs and enhancing customer trust and engagement.

·Collaborated cross-functionally with IT and operations teams to implement technology solutions improving customer communication and overall experience.

Customer Service Manager

XPO & STG Logistics Atlanta, Ga August 2021 – August 2024

·Lead a multi-faceted team responsible for obtaining, ensuring the highest level of customer satisfaction and service delivery. Oversees the development and implementation of customer service policies and procedures to ensure consistent service standards across multiple service systems.

·Increased profitability by 50% in multiple terminals, by leading and mentoring 20+ individuals to improve operational excellence by ensuring that customer service standards and protocols are being met.

·Conducted P&L analysis and drove initiatives that enhanced financial performance, achieving a 30% gross margin across $15M in revenue.

·Demonstrate exceptional organizational and leadership skills in creating and implementing SOPs that promoted consistency, accountability, and excellence across multiple departments.

·Successfully implemented standardized practices, organizational structure, and leadership training across multiple terminals, resulting in client account expansion.

Senior Lead Specialist

Rush Enterprises Doraville, Ga September 2015 – August 2021

·Cultivated key client relationships by consistently advocating for client interests on projects, providing program education, and performing effective cost analysis.

·Influenced the growth of an existing client base by continuously monitoring, analyzing, and leveraging data to identify and mitigate potential risks, while simultaneously addressing client needs through the provision of effective, timely solutions.

·Developed and implemented comprehensive training plans and onboarding processes, enhancing cross-departmental communication regarding safety policies and product enhancements. Facilitated seamless integration of these strategies across diverse teams, fostering departmental self-sufficiency and driving a revenue increase of 18-20% within the first year.

·Effectively managed all aspects of project execution, including financial tracking, order list supervision, and comprehensive documentation, ensuring timely project completion and consistently meeting or exceeding client expectations.

·Collaborated cross-functionally to establish project parameters, identifying key issues, setting goals, and delineating deliverables in line with overall business strategy.

·Maintained ongoing awareness of product advancements and updates, consistently incorporating these developments into relevant customer success strategies.

Lead Specialist

Rush Enterprises Doraville, Ga 2011 - 2015

·Delivered outstanding customer service by exceeding client expectations in query resolution and dispute management, thereby preserving and strengthening key customer relationships.

·Effectively equipped project resources with necessary information, requirements, roles, responsibilities, and success criteria, facilitating customer satisfaction through comprehensive project management.

·Worked in conjunction with other departments to define project scope, project issues, goals, and deliverables to ensure consistency in company strategy and commitments staying abreast of product enhancements and roadmaps and continually integrating into appropriate customer success plans.

·Established and maintained working relationship with top tier customers and developed new processes and tools that improve the performance with the purpose of achieving growth and satisfaction with customers.

Education & Certifications

Gwinnett Technical College Computer Science

Scrum Alliance Certified ScrumMaster

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