Sanjay S
Bangalore
Summary
- Results-driven operations professional with 6 years of experience in customer operations, banking and utility processes. Skilled in team management, quality auditing, process improvement, coaching, SLA management and operational excellence.
- + Edit or add your own
Overview
15
15
years of post-secondary education
6
6
years of professional experience
Work History
Sr. SME – Operations
Concentrix - Energy Australia
Bangalore
04.2025 - Current
- Led daily operations and supported 15+ associates to enhance team efficiency.
- Performed 100% quality audits to ensure compliance with client and organizational standards.
- Resolved complex process and customer account queries, ensuring accuracy and timely outcomes.
- Monitored productivity, quality and SLA adherence.
- Managed operational escalations, collaborating with internal teams to drive swift resolutions.
- Maintained high standards of quality, compliance and customer satisfaction.
- Verified customer accounts and processed electricity and gas connection requests.
IDP Team Leader – Operations
Concentrix - HSBC
Bangalore
06.2022 - 04.2025
- Led and mentored team to consistently meet quality and productivity targets.
- Conducted coaching sessions and real-time feedback.
- Performed quality audits and ensured compliance.
- Supported agents with process guidance and escalations.
- Facilitated team huddles to share updates and enhance process understanding.
- Worked for HSBC in a customer service role
Executive – Operations
Aegis Customer Support Services
01.2021 - 06.2022
- Managed inbound and outbound customer interactions to ensure effective communication and resolution.
- Managed customer email correspondence to provide support.
- Ensured accuracy of service tickets to facilitate resolution.
- Created and monitored customer service tickets to streamline issue resolution.
Education
B.Com - Accounting & Finance
Sindhi College
Bangalore 09.2017 - 09.2020
12th Standard -
Sheshadripuram Main College
Bangalore 08.2015 - 07.2017
10th Standard -
Little Angels Public School
Bangalore 06.2005 - 04.2015
Skills
- Team management
- Quality Auditing
- Customer Service
- Banking Operations
- Process Improvement
- Escalation Management
- Performance Coaching & Mentoring
Accomplishments
- Awarded Best Performer – Sr. SME for Q2 2025 and Q1 2026.
- Outstanding Performer for 2022 & 2023.
- Multiple RnR Awards.
- Progressed from Customer Support Executive to Mentor, IDP Team Leader and Sr. SME.
Languages
- English
- Hindi
- Telugu
- Kannada
Timeline
Sr. SME – Operations
Concentrix - Energy Australia
04.2025 - Current
IDP Team Leader – Operations
Concentrix - HSBC
06.2022 - 04.2025
Executive – Operations
Aegis Customer Support Services
01.2021 - 06.2022
B.Com - Accounting & Finance
Sindhi College
09.2017 - 09.2020
12th Standard -
Sheshadripuram Main College
08.2015 - 07.2017
10th Standard -
Little Angels Public School
06.2005 - 04.2015