Sumit Kumar,Project Management Professional(PMP)®️

Experience

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  IBM Daksh

  Sept 2012 - Nov 2013

  Customer Service Executive

  Related to the most prestigious brand (Citi Bank) in banking industry. Worked as a phone banking officer where used to handle customer inquiries related to their bank account. Resolving customer queries related to their bank accounts and offer new products Handled escalation desk.

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  EClerx

  May 2014 - Jul 2018

  Senior Analyst

  Worked as an Subject Matter Expert. Associate Team Leader . Knowledge Management Responsible for overseeing the day-to-day operations of team and making sure motivation and performance levels are maintained.  Giving prompt and accurate information on individual staff member Performance.  Support team member’s while resolving customer’s concern with Internet trouble shooting and repair and help to convert interaction to transitional sale.  Establishing team and staff targets as a reflection of Company’s objectives.  Help team members to gradually evolve and achieve the desired output keeping the desired quality parameters.  Create Process reports and maintain Service Level.  Providing accurate information to senior managers on key issues. Show less

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  Tech Mahindra

  Aug 2018 - now

  Operations Team Lead

   Participating and collaborate with internal stakeholders for process improvement Resolving daily queries for the team members Participating in calibration with quality and training team on various process level initiatives  Participating on daily stand ups with client and representing on process level Participating and collaborating with transitioning team to grab new business opportunities Maintaining Daily/weekly/Monthly attendance tracker for entire process Maintaining Shrinkage/Attrition tracker for entire process Publishing Bi-weekly dashboard to the client and explaining them entire process health Also participating in walk in drive to hire best candidates who can be fit for the process and organization Spearheaded a team of 17 Service Delivery Managers as an Area Manager and a team of project managing AVPN, MIS/ADI, BVOIP, EPLS, T1 and MACD orders for business clients.  Communicated progress and roadblocks to the stakeholders, scheduled WebEx calls with clients and internal teams  Hosted Stewardship calls with sales leadership and Channel partners  Participated in discussions and presented weekly performance reports to leadership, recommended changes and ideas  Conducted one on one bi-monthly meetings with Service Delivery Managers recommending areas of improvement and provided training on various AT&T tools  Motivated the team, appreciated their efforts, and guided them to maintain healthy work environment Show less