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Sumit Sharma, Assistant Manager – Operations & Social Media

Sumit Sharma

Assistant Manager – Operations & Social Media·Concentrix Daksh India Pvt. Ltd.

United Arab Emirates

Diploma, Graduate Diploma in Business Administration (GDBBA)

Work experience

Total years of experience: 13 years, 11 months

Assistant Manager – Operations & Social Media

January 2017 - September 2025

Concentrix Daksh India Pvt. Ltd.

Delhi, India

January 2017 - September 2025

• Spearheaded digital engagement and customer care initiatives for leading brands, enhancing customer satisfaction across voice, chat, and email channels.
• Leveraged CRM and social media tools (Sprinklr, Salesforce) to monitor real-time performance and ensure compliance with SLA/TAT standards.
• Championed process improvements that significantly reduced Average Handle Time (AHT) and optimized overall operational efficiency.
• Fostered a customer-centric culture within the team, leading to increased loyalty and retention rates.
• Collaborated with cross-functional teams to develop strategies that align with business goals and enhance service delivery in the BPO sector.

Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Team Leader Operations

March 2007 - April 2012

ienergizer

Delhi, India

March 2007 - April 2012

• Spearheaded customer service operations across multiple channels, ensuring seamless support and client satisfaction.
• Boosted team productivity and accuracy through targeted coaching and process optimization, resulting in improved service delivery.
• Championed initiatives to enhance agent performance, elevate customer experience, and effectively resolve operational challenges.
• Cultivated a high-performance culture by promoting team engagement, effective communication, and conflict resolution strategies.
• Leveraged data-driven insights to drive continuous improvement in service quality and operational efficiency.
• Developed and implemented training programs that aligned with business goals, enhancing overall team capability and performance.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

NIMT

May 2009

May 2009

Diploma, Graduate Diploma in Business Administration (GDBBA)

India

GPA (point): 4 out of 5

GPA (point): 4 out of 5

Developed foundational and practical knowledge in business management, operations, marketing, and organizational behavior. This program provided essential skills for leading teams and managing business processes effectively within a corporate setting.

NIMT

May 2009

May 2009

Bachelor's degree, Information technology

India

GPA (point): 4 out of 5

GPA (point): 4 out of 5

Developed foundational and practical knowledge in business management, operations, marketing, and organizational behavior. This program provided essential skills for leading teams and managing business processes effectively within a corporate setting.

GMS Bal Vidyalaya

June 2005

June 2005

High school or equivalent, Science

India

GPA (percentage): 70%

GPA (percentage): 70%

Focused on core subjects including Physics, Chemistry, and Mathematics. Built a strong analytical foundation and discipline essential for operational and process-oriented roles.

GMS Bal Vidyalaya

June 2005

June 2005

High school or equivalent, Science

India

Focused on core subjects including Physics, Chemistry, and Mathematics. Built a strong analytical foundation and discipline essential for operational and process-oriented roles

Skills

Customer Care
Expert
Customer Care
Expert
Coaching
Expert
Coaching
Expert
Social Media Monitoring
Expert
Social Media Monitoring
Expert
Daily Operations
Expert
Daily Operations
Expert
Team Handling
Expert
Team Handling
Expert
OPERATIONS
Expert
OPERATIONS
Expert
SOCIAL MEDIA
Expert
SOCIAL MEDIA
Expert
GOAL ORIENTED
Expert
GOAL ORIENTED
Expert
BUSINESS OPERATIONS
Expert
BUSINESS OPERATIONS
Expert
BUSINESS PROCESS OUTSOURCING
Intermediate
BUSINESS PROCESS OUTSOURCING
Intermediate
SOCIAL MEDIA MANAGEMENT
Intermediate
SOCIAL MEDIA MANAGEMENT
Intermediate
CUSTOMER ENGAGEMENT
Intermediate
CUSTOMER ENGAGEMENT
Intermediate
REPUTATION MANAGEMENT
Intermediate
REPUTATION MANAGEMENT
Intermediate
SOCIAL LISTENING
Intermediate
SOCIAL LISTENING
Intermediate
INFLUENCER MARKETING
Intermediate
INFLUENCER MARKETING
Intermediate
Content Review & Social Publishing
Expert
Content Review & Social Publishing
Expert
Collaboration & Cross-functional Coordination
Expert
Collaboration & Cross-functional Coordination
Expert
Data-Driven Decision Making
Expert
Data-Driven Decision Making
Expert
Customer Service Excellence
Expert
Customer Service Excellence
Expert
Team Coaching & Employee Development
Expert
Team Coaching & Employee Development
Expert
Proficient in Microsoft Office
Expert
Proficient in Microsoft Office
Expert
CARE
Expert
CARE
Expert
Citrix
Expert
Citrix
Expert
Salesforce,
Expert
Salesforce,
Expert
Sprinklr
Expert
Sprinklr
Expert
Social Studio
Expert
Social Studio
Expert
Konnect Insights
Expert
Konnect Insights
Expert
Talkwalker
Expert
Talkwalker
Expert
Reputation Studio
Expert
Reputation Studio
Expert
Clare
Expert
Clare
Expert
Customer Service
Expert
Customer Service
Expert
Call Center
Expert
Call Center
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Teamwork
Expert
Teamwork
Expert
Customer Care
Expert
Customer Care
Expert
Team Leadership
Expert
Team Leadership
Expert
Administration
Expert
Administration
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Management
Expert
Management
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
Operation
Expert
Operation
Expert
Data Entry
Expert
Data Entry
Expert
Call Center KPI Management (AHT, CSAT, FCR, SLA, Quality)
Expert
Call Center KPI Management (AHT, CSAT, FCR, SLA, Quality)
Expert
Multi-Channel Customer Care (Voice, Chat, Email)
Expert
Multi-Channel Customer Care (Voice, Chat, Email)
Expert
Call
Expert
Call
Expert

Languages

English
Expert
Hindi
Native Speaker
Punjabi
Intermediate

Training and Certifications

Certifications
IELTS

Hobbies

  • Travelling
  • Gaming
    I completed Call of Duty 2 in one go by playing it non stop for around 7 hours
  • Listening To Music