---
title: "SUMIT MAZUMDER - Business Development Manager in Bengaluru | Tal"
description: "Meet SUMIT MAZUMDER, Operations & CX Professional | Escalation Management · CSAT · NPS | Team Leadership (50+) | Business Analysis | Open to CX Ops, Customer Success & BA Roles based in Bengaluru."
image: "https://tal.club/meet/sumit-62/share-image"
---

# SUMIT MAZUMDER on Tal

## Headline

Operations & CX Professional \| Escalation Management · CSAT · NPS \| Team Leadership \(50\+\) \| Business Analysis \| Open to CX Ops, Customer Success & BA Roles

## About

I'm an operations and customer experience professional with 4\.5 years of experience managing client lifecycles, leading frontline teams, and driving measurable service outcomes across tech support and financial services environments\. At Concentrix, I handled 100\+ escalation cases weekly, achieving a 92% first\-contact resolution rate while managing 60–90 daily interactions across calls and emails\. I built SOPs that cut average handling time by 15–20%, onboarded 60\+ team members, and consistently maintained strong CSAT and NPS scores through feedback\-driven service improvements\. At SBI Life, I managed the complete client journey — from onboarding to post\-sale support — while coaching and leading a 50\-member team\. I coordinated cross\-functional reviews with branch managers and senior stakeholders, maintained an 89% client retention rate, and delivered 110–140% of operational performance benchmarks\. Beyond execution, I've built skills in business analysis and process management \(Coursera certified, May 2026\), process mapping using LucidChart, MIS reporting, and CRM tools including Oracle\. I use AI tools daily for productivity and documentation, and I'm proficient in MS Excel and PowerPoint for reporting and stakeholder presentations\. I'm looking to bring my operations, CX, and analytical experience into a strategic corporate role — ideally within Business Operations, Customer Success, CX Management, or Business Analysis\.

## Location

Bengaluru

## Work experience

Business Development Manager at SBI Life Insurance Co\. Ltd\., Jan 2024 \- Present · 2 yrs 7 mos, Port Blair, Andaman and Nicobar Islands, India, Managed end\-to\-end client lifecycle operations for a portfolio of 50\+ accounts, overseeing onboarding, servicing, and post\-sale relationship management\. Maintained an 89% client retention rate through proactive communication and structured service workflows\. Led and coached a 50\-member operations team on product knowledge, compliance adherence, and service quality, consistently delivering 110–140% of monthly performance benchmarks\. Designed and facilitated 45\+ structured engagement programs reaching 1,000\+ participants, with a 25–30% pipeline conversion rate through systematic follow\-up processes\. Coordinated operational reviews and reporting with branch managers and division heads, ensuring stakeholder alignment and timely resolution of escalations\.

Senior Operations Representative at Concentrix, Jan 2022 \- Nov 2023 · 1 yr 11 mos, Bengaluru, Karnataka, India, \- Managed 100\+ escalation cases weekly across 60–90 daily customer interactions \(calls and emails\), achieving a 92% first\-contact resolution rate and a CSAT score of 4\.4/5\. \- Resolved complex escalations by coordinating with cross\-functional teams, reducing repeat complaints by 20–30% and ensuring consistent SLA adherence\. \- Built and implemented SOPs for complaint handling standardization, driving a 15–20% reduction in average handling time across the team\. \- Designed and delivered service training programs; onboarded 60\+ new team members on CRM systems \(Oracle\), product knowledge, and quality benchmarks\. \- Conducted structured customer feedback analysis to identify recurring service gaps and recommend targeted improvements to customer experience\.

## Education

Bachelor of Science, Physics, Pondicherry University

[View the original profile](https://tal.club/meet/sumit-62)

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