Sumit Kaura

A result oriented Operations Leader with 10+ years of experience in Business Process Outsourcing. Successfully coordinating the activities of various functions concerned with the Operations, Sales, Services, Team Management & Training.Having an excellent commercial approach to solving problems and developing business processes. Having proven people management skills, with the ability to manage performance and motivate staff on an individual and team level. Now looking for a new and challenging Managerial position, one which will make best use of my existing skills and experience and also further my personal and professional development.

• Identified and recommended training opportunities by evaluating employee performance.
• Got Best Leader (Stevie award) of the year 2016 Award.
• Growing and helping Team to achieve their target

• Strong Team builder and Team Manager in customer service environment.
• Excellent ability to communicate effectively with both customers and staff.
• Proven ability to manage a complex business in a multi-tasking environment.
• Highly organized with superior problem-solving and analytical abilities.
• Significant experience in Training,Supervision and Team management
• Efficient to work under any work conditions.
• Ability to learn very quickly and apply new skills to existing problems.

• Feb’09 – Dec’11 - Revenue Associate
• Jan’12 – Oct’12 - Subject Matter Expert
• Nov’12 – Feb’17 - Team Leader - Sales
• Mar’17 – Apr’17 - Assistant Manager - Operations

• Aug’06 – Dec’08 OnlineRes Global Services (a subsidiary of SITA World Travel Inc. (USA).
• Apr’00 – Jun’06 Sole Proprietor of Sumit Enterprises - Manufacturing & Selling of Plastic Containers

• Successfully leading a team of 35 executives (3 Leaders+32 Associates) to run the U.S based inbound travel process (Post booking).
• Achieving revenue goals, maintaining productivity and enhancing quality.
• Monitoring the function as per the process requirement to improve the efficiency by analyzing and implementing new and improved methods.
• Retention analysis- Controlling attrition and new talent hiring. Performance reviews- Leaders and teams.
• Maintaining reports for Leadership and agent level appraisals ratings.
• Closely Working with HOD on automated solutions to increase productivity and simplifying revenue generation process. Maintaining statistical reports/ratings for the unit.
• Co-coordinating with training team to arrange training/refresher sessions for the unit
• Provided customer support, identified customer needs and resolved queries to ensure maximum customer satisfaction.
• Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives
• Providing FCR and maintaining quality on each and every call
• Ensuring proper R & R and team bonding sessions.

• Date of Birth: 04/09/83
• Nationality: Indian
• Marital Status: Married