Sumit Singh

Professional with over 7.5 years in the BPO sectors, Customer Success Management with international clients across World Wide, for exceptional problem-solving abilities, strategic vision, and a commitment to continuous improvement within dynamic, customer-focused environments.

Team Lead at Concentrix (2023-12 – Present)

• Managing the team of 45 customer service representatives with two LOB (Voice & Non-Voice, setting goals, and delegating tasks to ensure that a given target is met.
• Lead and Manage OJT Project implementation, and evaluation of OJT certification programs to ensure they align with the product & process as per training done during NHT process.
• Investigate and validate suspicious activity by verifying customer identities, payment details, ensuring compliance with regulatory standards (Non-Compliance & FMEA), escalating high-priority cases, documenting actions, and conducting risk assessments to identify vulnerabilities and detect fraud patterns.
• Keep eye on escalation, RCA (Root Cause Analysis), effective coaching, and feedback to be shared with team members.
• Incorporating tools like Power BI, VLOOKUP, Data Tables, Pivot Tables, and NICE software can significantly enhance daily operations.
• Coach associates to achieve company and client goals, addressing employee-related issues and coordinating training on services, products, or processes.
• Manage multiple complex tasks and projects while monitoring team attendance.
• Motivate and mentor the team with an open-minded approach, and recognizing accomplishments.
• Utilize performance management processes to supervise and schedule direct reports' activities.

SME at Concentrix (2021-03 – 2023-11)

• Prepare reports on customer interactions, trends, and issues for management review.
• Participate in cross-functional meetings to share insights and collaborate on improving customer experience.
• Implement customer feedback mechanisms to gather insights for service improvement.
• Stay updated on company products and services to provide accurate information and support to customers.
• Improvement shown in the overall process under Air Lob, due to knowing the root cause of product failure due to that challenges faced with other executive to resolve queries for customer.

BCA – AIMS, Bangalore (2015 – 2018)

12th – Goethal Public School (2015 – 2015)

10th – ADS Vidya Mandir (2013 – 2013)