Sumit Kemkar

Email: skemkar7@gmail.com
Phone: 9595040697, 9589459430
Address: Flat no 704, Sukhwani Gracia Wing C, Near Sunny World Sus, Pune 411021

Objective
Seeking a position to utilize my skills and abilities in the corporate sector that offers professional growth
while being resourceful, innovative, and flexible for an organization.

Professional Qualifications
Graduation: B.E Computer Science and Engineering (2011)
College: Swami Vivekanand College Of Engineering, Indore.
University: Rajiv Gandhi Proudyogiki Vishwavidhyalaya, Bhopal.

Academic Record
• H.S.C from Board of Secondary Education Madhya Pradesh, Bhopal.
• S.S.C from Board of Secondary Education Madhya Pradesh, Bhopal.

Work Experience
BDO India LLP for NSDL PAN-CRM process and other operations, Pune
Assistant Manager - BackOffice Operations July 2020 – Present
• Responsible for all PAN Card Query, Complain and grievance-related operations for NSDL - PAN client
inclusive of personnel management of 30+ team members with floor management of 45 agents in 7 sub
LOBs.
• Performance monitoring & planning, leaves management, shrinkage and attrition control, team engage-
ment.
• Managing productivity & quality delivery standards, Floor Monitoring, SLA Preparation, MIS preparation
& Client Reporting.

• Preparation of billing splits for all processes including Voice and Back office.
• Shared the performance and productivity of agents on a monthly basis, also provided feedback for areas
of improvement and took Signoff sheets.
• Sharing monthly SLA with clients and calculating the penalty.

• Shared the dashboard with the client on a weekly basis.

• Performing Operations audit and giving feedback/coaching to team agents.
WNS Pvt. Ltd. in NSDL CRM process, Pune
Assistant Manager - Back Office Operations April 2017 - June 2020

• Handling CRM team (Containing three LOB’s) managing with 30 agents.

• Shared the performance and productivity of agents on a monthly basis, also provided feedback for areas
of improvement and took Signoff sheets.
• Sharing monthly SLA with clients and calculating the penalty.
• Shared the dashboard with the client on a weekly basis.
• Performing Operations audit and giving feedback/coaching to team agents.
WNS Pvt. Ltd. in NSDL Email process, Pune
Lead Associate (TL) - Back Office Operations April 2015 - March 2017
• Managing the Email line of business with the 15 plus team size performance, monitoring & planning, and
leaves management.
• Quality delivery standards, Team Monitoring, MIS preparation.
• Taking sessions with OGT batch to understand the process and improve the quality and productivity.
• Shared the process updates with the team and highlighted concerns related to the updates with clients.
WNS Pvt. Ltd. in NSDL Email process, Pune
Associate - Back Office Operations January 2013 - March 2015
• Processing email related PAN/TAN Query and complaints.
• Processing grievances received from letter mode.
Genie Management Services Pvt. Ltd, Pune
Associate – Call center August 2012 - December 2012
• Problem-solving, solutions deliverables on call.

Achievements
• Awarded as Valuable Team Player
• Got appreciated by Top management for lowest shrinkage and Attrition.
• Received appreciation from client to meet SLA consistently.

Key Personal Skills

• Fostering Teamwork.
• Experience in Client servicing.
• Managing Change.
• Taking Initiative.
• Analytical Thinking.
• Willing to learn new skills.
• Trustworthy, Flexible, Dedicated & Hardworking.

Hobbies
• Interacting with new people.
• Listening to music.
• Exploring coastal areas.
Personal Profile
• Father Name: Mr. Vijay Kemkar.
• Mother Name: Mrs. Madhavi Kemkar.
• Spouse Name: Mrs. Ritu Kemkar.
• Date of birth: 16th Nov. 1988.

• Sex: Male.
• Marital status: Married.
• Languages known: English, Hindi, Marathi.

• Nationality: Indian.