Sumit Kumar

• Spearheaded a team of Service Delivery Managers as an Area Manager those are further managing AVPN, MIS/ADI, BVOIP, EPLS, T1 and MACD orders for business clients.
• Communicated progress and roadblocks to the stakeholders, scheduled WebEx calls with clients and internal teams
• Hosted Stewardship calls with sales leadership and Channel partners
• Participated in discussions and presented weekly performance reports to leadership, recommended changes and ideas
• worked with AT&T on shore leadership, Service Delivery Managers and Trainers for the successful launch of
• Salesforce PM tool to minimize the manual work and increase target from 75 active orders to 100 orders
• Set and met goal deadlines and worked with internal teams to ensure teams were properly resourced
• Interacted with sales to understand customer pain points and demonstrated that during internal leadership calls v Worked on the escalations on critical milestones, inconsistent order status for e.g., delay due the Access
• Providers, AT&T errors, design issues, provisioning issues, delay due to fiber build, missing equipment, expedited due date not met, special circumstances (Covid Vaccine, 5th Level Escalations) and drove completion under tight deadlines
• Conducted one on one bi-monthly meetings with Service Delivery Managers recommending areas of improvement and provided training on various AT&T tools
• Motivated the team, appreciated their efforts, and guided them to maintain healthy work environment
• Project managed AVPN, MIS/ADI, BVOIP, EPLS, T1 and MACD orders for business clients of over 30 sales companies.
• Worked with various AT&T teams to remove roadblocks on the orders, submitted tickets to resolve issues and escalated until resolution
• Proper communication, timely updates provided, worked multiple order accounts, and provided order status spreadsheets
• Scheduled calls for critical clients for team discussions to resolve issues
• Received appreciation emails from customers, sales, and their sub agents
• Participating and collaborate with internal stakeholders for process improvement
• Resolving daily queries for the team members
• Participating in calibration with quality and training team on various process level initiatives
• Participating on daily stand ups with client and representing on process level
• Participating and collaborating with transitioning team to grab new business opportunities
• Maintaining Daily/weekly/Monthly attendance tracker for entire process
• Maintaining Shrinkage/Attrition tracker for entire process
• Publishing Bi-weekly dashboard to the client and explaining them entire process health
• Also participating in walk in drive to hire best candidates who can be fit for the process and organization

Achievements:

• Star Performer in yearly banding's.
• Received On spot POB(Pat on the Back) awards for continuously 2 quarters
• Awarded Best team leader for top closure rate for the Orders
• Trained in all three Process LOBs and Took knowledge transfer directly from client v Also trained existing associates when they moved to newly added LOBs

Project Initiatives

• Created Automated Email Evaluation form for the entire process to improve email writing skills of the associates.
• Created Escalation Matrix on process level to ensure work is done properly according to the client task.
• Created Automated Annual Stewardship report which was further presented during Business Reviews.
• Created Backup Plain to ensure smooth running of the operations in the absence of associates and team leaders.
• Worked as a Brand Ambassador for implementing Primary Customer Advocate and Service now in the process
• Supported creation of detailed, technical financial models to value potential acquisition targets.

Senior Analyst

Process Overview: Related to Internet trouble shooting and repair, technical issues, Account Upgrades Billing, and Sales for the number one Cable and Communications Company in USA (Comcast).

Job responsibilities:

• Responsible for overseeing the day-to-day operations of team and making sure motivation and performance levels are maintained.
• Giving prompt and accurate information on individual staff member Performance.
• Support team member’s while resolving customer’s concern with Internet trouble shooting and repair and help to convert interaction to transitional sale.
• Establishing team and staff targets as a reflection of Company’s objectives.
• Help team members to gradually evolve and achieve the desired output keeping the desired quality parameters.
• Create Process reports and maintain Service Level.
• Providing accurate information to senior managers on key issues.

Achievements:

• Awarded as top performer in Process amongst 200 Analyst.
• Awarded for best conversion rate in transitional sales.
• Become Floor support within span of 12 months.
• Given Opportunity to handle team with average strength of 22-30 folks.
• Star Performer in yearly banding's.
• Got yearly Bonus for achieving given targets.
• Selected to create training module for new joiners.
• Selected in focus group to handle client meeting and share views to improve Customer satisfaction.

Process Overview: Related to the most prestigious brand (Citi Bank) in banking industry. Worked as a phone banking officer where used to handle customer inquiries related to their bank account.

Job responsibilities:

• Described product and service details to customers to provide information on benefits and advantages.
• Trained staff on operating procedures and company services.
• Provided primary customer support to internal and external customers.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Resolving customer queries related to their bank accounts and offer new products
• Handled escalation desk.

Achievements:

• Become Floor support in short span of 9 months.