Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sumit Saurabh

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager (Data Analytics, Project and Quality)

OurBus India Pvt. Ltd.
05.2022 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Enhanced data quality measures, cutting customer complaints by 20% and ensuring precise customer data.
  • Partnered with IT teams to establish and uphold data governance, ensuring adherence to privacy regulations.
  • Developed and implemented customer interaction quality monitoring processes, boosting agent performance.
  • Utilized Google Sheet Java Script and Power BI to craft live dashboards for customer feedback and operational metrics.
  • Initiated process enhancements, reducing query response time by 25%.

Assistant Manager (CX Experience and Partner Mgmt)

Flipkart
04.2014 - 04.2022
  • Revamped policies, processes, and promotional tactics to elevate customer engagement and experience.
  • Enhanced business performance by reducing leakage, ensuring compliance, optimizing partner and team performance.
  • Managed capacity, service levels (SL), average handling time (AHT), average response time (ART), and minimized abandonment.
  • Fostered a loyal and highly satisfied customer base by strategically managing team service approaches.
    Co-created organizational systems for operational oversight, reporting, and scheduling, heightening operational efficiency.
  • Implemented and reinforced policies to boost team productivity and operational effectiveness.
  • Conducted regular staff meetings to motivate, address concerns, plan enhancements, and track goal progress.
  • Evaluated job applications and recommended top candidates for key roles.
  • Contributed to the development and review of master service agreements (MSAs) for work eligibility.
  • Ensured MSA compliance, coordinating stakeholders for risk analysis.
  • Identified and rectified unauthorized, unsafe, or inefficient practices.
  • Collaborated with process owners to refine procedures, establish best practices, and address quality audit findings.
  • Streamlined team transitions and new employee onboarding through effective training initiatives.
  • Led management meetings to foster collaboration and uphold a culture of trust and group problem-solving.

Customer Support Representative

Concentrix India
09.2013 - 04.2014
  • Connected with customers to address questions and resolve issues through phone and email.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.

Education

Bachelor of Science - Electronics And Communications Engineering

Lovely Professional University
Jalandhar, India
08.2013

High School Diploma -

Radiant International School
Patna, India
03.2009

Skills

  • Data Analysis & Interpretation
  • Quality Assurance Strategies
  • Cross-functional Collaboration
  • Customer Experience Enhancement
  • Google Products (Sheets, Forms, Doc and Slides)
  • Google Sheet Java Script (Automation)
  • Process Improvement
  • Performance Management
  • Data Visualization (Power BI, Google Sheets, Excel)
  • Team Leadership & Mentoring
  • Data Governance & Compliance
  • Project Management
  • MS Office (Excel, Word, PowerPoint)
  • Quality and Training and Mentoring
  • Workforce Management
  • Volume Analysis
  • Client service optimization
  • Schedule Management
  • Strategic communications
  • Leadership and Coaching
  • Process Optimization
  • Attention to Detail
  • Team Leadership & Mentoring

Certification

  • LEAN SIX SIGMA - Green Belt
  • DMAIC methodology
  • Digital Marketing
  • Foundations of Data Science from Great Learning
  • Data Science Fundamentals with Python and SQL (IBM) - Coursera
  • Supply Chain Management
  • Inventory Management
  • Diploma in Management from Alison

Languages

English
Upper intermediate (B2)
Hindi
Advanced (C1)
French
Beginner (A1)

Timeline

Manager (Data Analytics, Project and Quality)

OurBus India Pvt. Ltd.
05.2022 - Current

Assistant Manager (CX Experience and Partner Mgmt)

Flipkart
04.2014 - 04.2022

Customer Support Representative

Concentrix India
09.2013 - 04.2014

Bachelor of Science - Electronics And Communications Engineering

Lovely Professional University

High School Diploma -

Radiant International School

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Sumit Saurabh