Sumita Hazarika

PROGRAM MANAGEMENT AND TALENT DEVELOPMENT (L&D)

• Managed cross-functional collaboration with industry experts to design and host a series of engaging webinars aimed at enhancing employee skill sets; successfully increased employee performance by 15% and delivered a 10% increase in customer satisfaction.
• Developed and executed survey strategy to gather customer feedback, increasing product ratings and 8% decrease in customer complaints.
• Established and managed dynamic 'Mentor and Mentee' Program for women employees, driving inclusion and supporting professional growth; program participation resulted in increase in promotions and a 17% rise in cross-functional collaboration.
• Led the implementation of 'Midweek Mingle, an innovative on-floor learning initiative for the payroll team, revolutionizing their knowledge and skill development through interactive sessions
• Engineered a transformative initiative within the Payroll team, integrating interactive videos that provided seamless access to job responsibilities and work processes

EMPLOYEE ENGAGEMENT AND BRANDING

• Captured and celebrated employee achievements through the SPOTLIGHT series, highlighting 30+ success stories, fostering a sense of pride and boosting overall team productivity and retention.
• Analyzed feedback from periodic employee sessions to evaluate effectiveness and impact of SPOTLIGHT and SPOTLIGHT shorts program, resulting in 15% increase employee participation and a 10% enhancement in program effectiveness.
• Launched monthly newsletter for the women's POWER community, enhancing communication and inclusivity.
• Implemented interactive Yammer challenges and activities that boosted employee engagement and collaboration in cross-team.

STRATEGIC MARKET ANALYSIS & CX FEEDBACK MANAGEMENT

• Conducted in-depth market research and trend analysis to anticipate industry shifts, identifying emerging opportunities and potential threats; informed strategic decisions for conglomerate's expansion plans.
• Executed comprehensive market positioning strategy based on competitor analysis, resulting in increase in brand awareness and growth in customer acquisition.
• Consolidated customer feedback and conducted market research to identify key pain points, leading to creation of comprehensive action plan that aligned with SBU objectives and boosted customer satisfaction
• Boosted customer feedback response rates through persistent follow-up strategies

• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Design business policies that align with overall organization standards

• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and service team productivity.
• Formulate and collaborate business strategies with cross-functional team
• Create and implement efficient processes and high-quality service standards
• Set KPI and KRI for the service delivery team by aligning the organization's goals and visions
• Promote the "Above & Beyond" brand philosophy to deliver WOW experiences
• Mapping customer journey with brand and optimize customer satisfaction
• Analysis of customer feedback and support service team to achieve high NPS / CSAT
• Oversee the implementation of new technology solutions throughout the service business division (NEO)
• Manage contracts and relations with vendors, partners, and stakeholders
• Oversee budget to help the organization optimize costs and benefits
• Organized and executed various programs for painter's community transformation

• Engaged in collaborative efforts with Architects, Project Managers, and industry influencers, resulting in successful product launch and 30% boost in customer acquisition, leading to 10% increase in overall market share.
• Orchestrated and executed 12 high-impact marketing events, reaching total of 1,000+ industry professionals, resulting in increase in brand awareness and 15% growth in new customer acquisition
• Spearheaded regional marketing initiatives as local 'Brand Ambassador; executed marketing events, and webinars, collaborated with local influencers and PR agencies for brand offline promotions
• Led cross-functional teams in planning and executing new product launches, achieving reduction in time-to-market.
• Crafted persuasive presentations for business partners, utilizing compelling visuals and data-driven insights, resulting increase in partnership acquisitions and the achievement of $1.5M revenue project with PFIZER
• Implemented a customer tracking system at the experience center, resulting in increase in upsells and boost in overall revenue

• Front office management
• Board line calls management
• Travel management - Leadership
• Procurement - vendor management
• Housekeeping staff management