Sumit S Kumar Email & Phone Number

Noida, Uttar Pradesh, India

Chandigarh Area, India

• Leading Team of 150+ team members with 4+1 Asst Manager & Deputy Manager reporting & handling the Tech support process & Sales with IBM GPS from May 2011 onwards.• Handled a Team of 200+ team members with 6 Asst Manager reporting & handling the ICOE Airtel Bharati process with IBM GPS from Feb 2010 to May 2011.• Ensure process meets and exceeds Stipulated Timelines and Service level agreements & actively manage staff on a regular basis to ensure all issues are dealt effectively and efficiently.• Taking Care of 2 different LOB in Nitro i.e AP & Delhi Cat B.• Evaluate and compute the FTE + Bench ratio on a process-by-process basis.• Part of the Hiring team, helping in hiring from band 3 positions to band 6 position.• Work with the HR Team on rolling out Performance Management Programs, HR Policies, retention plans, etc.• Appraise each Team Member, create a development plan and identify training needs• Analyze, compile and provide data for business on a weekly basis and develop action plans, RQ (Response to Quality) Reports and Campaign Level Dashboards for review with the clients and Operations Leads.• Determine staffing requirements on a continuous, proactive basis & develop a plan to fulfill the same.• Ensure SLA compliance by regular quality checks and reviews. Review key MIS, identify areas of non-compliance & evaluate options to address the same.• Handling the Sales project for the entire VIZAG & Chandigarh Location.• Ensure that action is taken on the gaps identified by the Internal Audit team and are bridged at the earliest.• Front-end with the client on all process, quality related issues including negotiation on SLAs & taking care of Client Visits/Client audits/Client weekly meetings.• Resolve all people issues escalated by the TL/QA/SMEs, determine their satisfaction levels & identify means of positively impacting.• Making Presentations to clients in QBR and MBR (Quarterly and monthly business reviews).

• Leading the Team of 100+ team members with 2 Asst Manager & 4 Team leaders, handling the Voice & Chat Line of Businesses with Brigade Corporation.• Handling the RevGen Team of HP, which deal with the blend of outbound & inbound sales. • Compiling and designing weekly/monthly performance dashboards for operations highlighting the key performance manager wise thresholds & TL wise improvement opportunities.• Identifying Development Opportunities for agents in terms of technical training need analysis and also developing action plans for performance improvements.• Ensure adequate staffing based on process requirement, attrition trends, process complexity etc.• Interacting with client on the deliverables and ensuring the program’s success through daily, weekly, and monthly business reviews.• Analyze, compile and provide data for business on a weekly basis and develop action plans, RQ (Response to Quality) Reports and Campaign Level Dashboards for review with the clients and Operations Leads.• Defining the TL / SME KRA‘s and revising it as per the business requirement.• Initiate and conduct calibrations (internal and external).

Lead the Team of 90 IInd Level Agent (Advanced Support Group) with 3 Tech Leads & handling 4 different Line of Business of HP.Data Analysis to identify & rectify bottlenecksAssisting agents in technical troubleshooting ensuring maximum number of CSAT & TPR/FTR Auditing the calls and providing timely feedbacks to the Agents.Performance Appraisals & Incentive planning for the teamProficiency in Queue monitoring software to ensure highest SLA Preparing Defect/DSAT reports for grass root analysis.Team orientation and creating an enthusiastic & motivating atmosphere of teamwork Handling multiple tasks simultaneously in an organized way and at the same time maintaining high degree of work output and high standards of service.Managing attendance, proper distribution of breaks ensuring highest service level adherence. Prepare for & participate in Client interactions via conference calls, mails, meetings, etc and ensure effective & accurate representation of IBM Daksh team(s) by actively engaging Client (HP) organization on areas where Daksh team(s) may need support / guidance.

• Technical Consultant•Was involved in Outbound Calling for Sainsbury’s and Tele2 in the UK•Handling Inbound Calls for Sonic Blue in the US•“Quality Audit” by calls monitoring, agent feedback and documentation and call Logging of agents for Sonic Blue Preparing C-sats analysis reports

Making Outbound Calls for WorldCom, Arbor Mortgage and Home Equity Solutions in the United States Making Outbound Calls for Euphony Communications in United KingdomMaintaining personal KRAs such as AHT/ATT, Attendance/Leaves, CSAT/DSAT, and TPR.

Bcom, Commerce

12Th, Commerce

10Th