Sumit Kundan

• Fast-tracked through five promotions in 6.5 years due to a strong track record in stabilizing complex, under-performing processes and transforming them into scalable, high-efficiency operations.
• Earned the internal reputation of “Fire Brigade” for successfully reviving and automating critical processes, many of which went on to receive global recognition and client appreciation.
• Currently leading operations across Retail, Global Command Center, Profiling, Store Management, and Management Services; oversee remote management of U.S. retail stores, including marketing, inventory, and financial operations.
• Responsible for volume management across 35+ geographically dispersed sites, ensuring optimal resource allocation and performance.
• Directly manage a team of 160+ FTEs, including 24 direct reports (team leaders and managers) across two key locations.
• Facilitate and oversee global training initiatives and process improvement workshops for both internal teams and third-party vendors.
• Ensure adherence to daily, weekly, and monthly SLAs through close performance monitoring and proactive issue resolution.
• Drive cost-efficiency projects in collaboration with Sears leadership to optimize operational spend and resource utilization.
• Leading a strategic Operations-to-Training transition project to enhance on-boarding effectiveness and accelerate new hire productivity.
• Orchestrated a cross-functional task force of 50+ team members to significantly reduce turnaround times and improve the end-customer experience.
• Delivered successful vendor transitions (including voice processes) and secured FTE gains through performance improvements in non-voice operations.
• Oversaw operations across multiple live and back-office channels, including Voice, Chat, Email, and Back-end Processing.

• Spearheaded operations in a blended US Property & Casualty insurance process, including leadership of the Emergency Response Team (ERT).
• Oversaw training and operational delivery for a team of 20 underwriters handling complex commercial policies for a major US insurance carrier.
• Designed, approved, and facilitated training modules focused on product knowledge, process excellence, and communication skill enhancement.
• Successfully led the remote migration of four sub-processes (~100+ FTEs) using V-School and Train-the-Trainer (TTT) methodologies; prepared due diligence documentation and ensured seamless process transition.
• Consistently ensured adherence to SLAs through weekly/monthly performance tracking; conducted regular client review calls to align goals and manage expectations.
• Analyzed client requirements to identify process improvement opportunities; implemented strategic enhancements that elevated operational efficiency.
• Redesigned internal communication frameworks, significantly improving response times and securing additional FTE approvals from clients to support workload.
• Conceptualized and launched an innovative internal development campaign, resulting in a 50% increase in employee engagement and a measurable reduction in attrition.
• Honored with the Best Assistant Manager – Operations Award (2017) and multiple monthly/quarterly recognitions for exceptional performance.

Certifications & Training:

• British Council C1 Certification (Advanced English Proficiency)
• EXL Train-the-Trainer (TTT) Certified
• US Underwriter 360 Certified

Started career as a Sales Associate in a telecalling process for a leading Australian telecom company; consistently exceeded targets and was promoted to Team Leader. Eventually transitioned from the organization to pursue broader career growth opportunities.