Sumit Ray
APM
Bangalore,KA
Summary
Results-oriented professional with over 7 + years of experience in data-driven decision making and customer journey analytics. Achieved a 15% increase in repayment conversions through innovative dialer strategies and improved operational efficiency by 20% via process automation. Demonstrated expertise in cross-functional collaboration, strategic planning, and managing high volumes of collections calls in fast-paced environments. Proven track record in customer service and team leadership, ready to tackle new challenges in a dynamic role. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Associate Manager – Dialer Strategy (Collections WFM & Phone Traffic)
Olyv India Pvt. Ltd.
Bangalore
11.2024 - Current
- Designed segmentation-based dialer strategies to improve repayment conversions by 15% and reduce delinquency.
- Built real-time Power BI dashboards for campaign and agent KPIs, cutting decision-making time by 25%.
- Partnered with business, tech, and data teams to refine customer outreach logic — enhancing engagement and compliance adherence.
- Introduced data-backed innovations that replaced legacy manual processes, improving efficiency and reliability by 20%.
- Collaborated with product and risk teams to define monitoring frameworks, ensuring proactive escalation detection and better customer outcomes.
Senior Analyst – Workforce Management (Collections)
Home Credit India Finance Pvt. Ltd.
Bangalore
11.2017 - 07.2024
- Managed Pan-India operations of 3000+ associates, ensuring optimal workforce utilization and SLA adherence.
- Developed early-warning analytics for high-risk customer segments, reducing default probability by 11.3%.
- Created data-driven call strategy models using GENESYS Dialer to increase contact rate by 17% and repayment efficiency by 12%.
- Designed interactive dashboards to monitor real-time customer and agent behavior, reducing wait times by 35%.
- Collaborated with IT and product teams to enhance dialer tools, improve CX touchpoints, and ensure regulatory compliance.
- Authored detailed SOPs and playbooks for strategy execution, providing long-term scalability for customer contact operations.
Education
MBA - Business Analytics
05-2026
Final Year
- Ranked in Top 15% of class
- Capstone Projects:
- Google Oxygen Project: Leadership behaviour & people analytics study
- Zomato: Market analysis, customer data evaluation & strategy recommendations
- Apple: Global supply chain, innovation strategy & competitive analysis
- Leslie Brinkman Case: Organizational behaviour & leadership conflict assessment
Bachelor of Commerce -
Skills
- Product Thinking
- Roadmap Execution
- Customer Journey Analytics
- Retention Analytics
- Data-Driven Decision Making
- SQL
- Python
- Experimentation
- Campaign optimization
- Cross-functional collaboration
- KPI ownership
- Process automation
- Regulatory alignment
- Risk management
- Visualization
- Power BI
- Tableau
- JIRA
- Confluence
- MySQL
- Zendesk
- Tyme shift
- Calabrio
- Genesys Admin
- CCPulse
- CME
- Vici dial
- Team collaboration
- Ikontel
- Haloocom
- Strategic planning
- Project execution
- Business development
- Workforce management
- Customer engagement
- Project management
Certification
- Data Science (Data Trained)
- Business Communication (UpGrad)
Collections Expertise And Achievements
- Deep expertise in end-to-end collections strategy across fintech and NBFC sectors, managing both digital and voice-based recovery operations.
- Led implementation of segmentation-based dialer logic and risk-driven contact strategies, improving recovery efficiency and reducing delinquency.
- Developed analytics frameworks for early detection of high-risk accounts, improving repayment conversion by 12–15%.
- Collaborated closely with product and risk teams to design compliant customer contact flows aligned with regulatory standards.
- Drove automation in collections monitoring, improving productivity and contact accuracy while minimizing operational errors.
Highlighted Projects
- Customer Engagement Optimization, Built segmentation model using MySQL & Python, improving engagement rate by 12%.
- BI Dashboard Implementation, Developed end-to-end Power BI dashboard for real-time KPI tracking, reducing manual reporting efforts by 25%.
Hobbies and Interests
- Cricket
- Gaming
- Cooking
Languages
- English
- Hindi
- Bengali
Languages
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
Bengali
Native
Native
Accomplishments
BEST WFM Awards in 2024
Timeline
Associate Manager – Dialer Strategy (Collections WFM & Phone Traffic) - Olyv India Pvt. Ltd.
11.2024 - Current
Senior Analyst – Workforce Management (Collections) - Home Credit India Finance Pvt. Ltd.
11.2017 - 07.2024
Golden Gate University - MBA, Business Analytics
Glocal University - Bachelor of Commerce,