Sumit Kumar Nag
Hyderabad
Summary
Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering cohesive and productive team environment.
Overview
18
18
years of professional experience
1
1
Language
Work History
Team Lead
Cognizant Technology Solutions
Hyderabad
09.2016 - 05.2024
- Worked as a Team Lead with Cognizant Technology Solutions (BPO Division) in Google Projects (Voice/Non Voice). Below were the roles and responsibilities associated with the position.
- Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines
- Review process audit findings and take corrective action to prevent negative results
- Conduct Quality checks & periodical reviews for process adherence
- Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front
- Manage and ensure resolution of escalations and issues raised by client
- Interface with other departments for getting required assistance or support for the team
- Manage available resources between sub processes and ensures that the entire project deliverable is met
- Optimum resource utilization through cross training initiatives, buffer management
- Engage with other processes to understand and implement best practices
- Creation of review decks and presenting the same to the client in MBR, WBR and QBR
- Hiring of new agents based on the process requirements
Performance Specialist (Quality Coach)
Iyogi Technical Services
05.2009 - 06.2015
- Worked as a Performance Specialist (Quality Coach) with Iyogi Technical Services till June 2015, below were the responsibilities associated with the position.
- Report results of evaluations to Operations.
- Providing floor support to the technicians on real time basis.
- Coaching Technical Support Executives on the basis of observations.
- Using trends to identify training needs and developing action plans.
- Coaching executives towards achieving the revenue target.
- Working towards improving RPC(Revenue per call).
- Helping technical support executive to understand appropriate troubleshooting approach.
- Participating in calibration sessions with Quality/Operations.
- Supporting management focus on review of key drivers, metrics and operational processes that drive KPI results.
- Handled large teams of 25 to 30 agents.
- Provided training to new hires and refresher training to existing workforce.
- Major KRAs included C-Sat, FCR, AHT and NPS.
- Joined the company as an L2 Technician wherein I had to troubleshoot issues related with Operating Systems, Printers, Antivirus, Scanners, Viruses, Email Clients, and Wireless Routers etc. Later got promoted as an L3 in which job responsibilities were to initiate remote with the customer and then transfer the session to L1 technicians with an action plan to troubleshoot the issue.
Sr. Technical Support Executive
IBM Daksh
Gurugram
10.2006 - 05.2009
- Worked with IBM Daksh as a Sr. Technical Support Executive in their Virgin Media campaign. It was an inbound Semi Technical Process. Job responsibilities were to troubleshoot broadband related problems, basic troubleshooting of Windows Operating Systems and achieving all the metrics as per the SLA of the process.
- Guided trainees towards hitting their targets for AHT, C-Sat, and FCR, monitoring calls and offering constructive feedback to enhance their understanding of the process.
Education
Green Belt Six Sigma Certified -
IACT Global
Delhi, India01-2014
Bachelor’s Degree - Commerce (Pass)
Delhi University
Delhi01-2004
Intermediate - undefined
Prabhu Dayal Public School
Delhi01-2001
Skills
Performance monitoring
Performance improvement
Quality control
Team building
Coaching and mentoring
Customer focus
Conflict resolution
Attention to detail
Timeline
Team Lead
Cognizant Technology Solutions
09.2016 - 05.2024
Performance Specialist (Quality Coach)
Iyogi Technical Services
05.2009 - 06.2015
Sr. Technical Support Executive
IBM Daksh
10.2006 - 05.2009
Bachelor’s Degree - Commerce (Pass)
Delhi University
Intermediate - undefined
Prabhu Dayal Public School
Green Belt Six Sigma Certified -
IACT Global