Sumit Batra

Highly accomplished and results-oriented Lead Consultant and IT Service Desk Professional with over 10 years of experience driving quality assurance, process improvement, and operational excellence within complex IT environments. Expertise in comprehensive team leadership, detailed auditing, root cause analysis (RCA), workforce management (WFM), and end-to-end incident handling. Proven track record of translating complex technical issues into actionable business strategies, optimizing knowledge base effectiveness, and leading cross-functional teams to consistently surpass strict SLAs and operational expectations.

Lead Consultant (Quality & Service Desk) at Genpact (2021-08 – 2025-12)

• Spearheaded comprehensive ticket audits and quality checks for Global and Executive Support (AVP/VP level), ensuring rigorous SLA compliance and strict process adherence, which drove a significant increase in overall audit performance.
• Led and mentored a diverse team of quality analysts, conducting regular performance reviews, one-on-one coaching, and feedback sessions to elevate team productivity and ensure continuous operational excellence.
• Executed deep-dive Root Cause Analysis (RCA) on recurring incident trends to identify underlying system flaws, implementing targeted corrective and preventive actions (CAPA) that substantially reduced repeat incidents.
• Managed the end-to-end incident lifecycle utilizing ServiceNow and Tech Space, maintaining precise documentation and consistently achieving top-tier SLA resolution rates.
• Orchestrated major incident management protocols by engaging Enterprise Command Incident Management (ECIM) teams and driving bridge calls to facilitate rapid resolution and minimize service downtime.
• Developed dynamic MIS reports, KPIs, and performance dashboards using advanced data analysis to track service delivery and elevate operational workflows for senior leadership.
• Facilitated cross-functional quality calibration sessions with global support teams to standardize audit protocols, minimize variance, and drive continuous improvement across regions.
• Championed the Remote Support Desktop (RST) initiative to streamline remote troubleshooting workflows, decreasing average incident resolution time and significantly enhancing the end-user experience.

Customer Support Executive at HSBC (2018-03 – 2019-11)

• Administered comprehensive collections support, policy servicing, and financial restructuring cases, designing customized repayment plans and premium settlements that notably increased successful repayments.
• Delivered end-to-end customer support for complex policy inquiries, claims assistance, and billing, strictly adhering to regulatory compliance and consistently achieving First Call Resolution (FCR) targets.
• Leveraged active listening, empathetic communication, and emotional intelligence to navigate sensitive financial and claims-related interactions, elevating overall Customer Satisfaction (CSAT).
• Boosted customer retention and policy persistency by proactively offering tailored insurance solutions, clarifying coverage options, and addressing customer grievances effectively.
• Maintained strict adherence to IRDAI regulations, data privacy laws, and risk management protocols, sustaining a flawless compliance violation record throughout the tenure.

WFM Analyst at Cognizant (2016-02 – 2017-08)

• Managed Workforce Management (WFM) operations for Google My Business and Google AdWords processes, ensuring optimal handling of B2B client inquiries related to digital advertising, campaign optimization, and account setup.
• Facilitated comprehensive onboarding and training for new clients and advertisers, ensuring a seamless transition, system readiness, and a deep understanding of Google ad platform features.
• Directed and managed call queues and workflow distribution, proactively identifying process gaps to elevate analyst productivity and consistently meet stringent service level targets.
• Generated customized performance dashboards, MIS reports, and critical KPIs for stakeholders and Google client governance, delivering actionable insights that effectively reduced operational costs.
• Authored, maintained, and updated Standard Operating Procedures (SOPs), establishing best practices that drastically mitigated process errors and standardized service delivery.

Process Developer at Genpact (2014-10 – 2016-02)

• Provided responsive Level 1 & Level 2 technical support for Ingram Micro (USA) B2B customers and internal users, consistently achieving First Contact Resolution (FCR) targets.
• Diagnosed and troubleshot complex issues pertaining to user accounts, network access, VPN, and software applications, ensuring minimal downtime and sustaining optimal system uptime.
• Adopted and enforced the ITIL framework for systematic incident management—including proper categorization, prioritization, and escalation—to boost resolution efficiency.
• Administered incident and service request management via internal ticketing tools, maintaining comprehensive and accurate support logs for future reference and knowledge base building.

Associate at Mahindra Satyam (2010-11 – 2013-03)

• Resolved complex customer queries regarding Visa, Passport, PCC, OCI, and PIO services, ensuring an exceptional accuracy rate in information delivery and process compliance.
• Provided end-to-end support for application status tracking, documentation prerequisites, and process clarification, significantly improving process efficiency and the applicant experience.
• Supported internal operations by guiding new employee onboarding, provisioning necessary system access, and conducting comprehensive process training to ensure seamless knowledge transfer.

Bachelor of Commerce in B.Com – Wesley College, Osmania University