Open to opportunities

sujay cyft

@sujaycyft

Message

I am an operations leader with 12+ years in customer service and vendor management.

India

Message

What I'm looking for

I am seeking a senior operations role where I can scale customer service teams, optimize CRM-driven processes, and drive measurable service excellence in a metrics-driven, growth-oriented organization.

I am a dynamic operations leader with over 12 years of cross-industry experience spanning BPO, TravelTech, event management and digital marketing. I focus on service delivery, process optimization and scaling high-performing teams to meet business objectives.

In my current role I lead a 24/7 customer service vertical for a travel platform, managing ~110 team members across customer care, bookings, cancellations, refunds and vendor relations, while overseeing end-to-end CRM functionality to drive timely issue resolution and customer satisfaction.

Previously I managed Assam’s citizen helpline under ARIAS/World Bank as Centre Head, directing hiring, training and daily operations to ensure public grievance redressal. Earlier roles include leading client servicing for large-scale events and rapid advancement to SME roles at major service providers, with documented coaching and performance achievements.

I hold certifications in e-Business, Operations Management and several CRM tools, and maintain working knowledge of ITIL/ITSM. I bring strengths in vendor management, process improvement, training and multilingual communication, and I am committed to driving measurable service excellence and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Operations Vertical Lead

Current

HappyFares

Oct 2022 - Present (2 years 10 months)

Lead a 24/7 customer service vertical for a travel platform, managing ~110 staff across customer care, bookings, cancellations, refunds and vendor relations; oversee CRM functionality to ensure timely issue resolution.

Customer Service CRM Management Vendor Management Team Leadership Escalation Management Ticketing Systems Process Improvement

Centre Head, Operations

Cyfuture India Pvt. Ltd.

Jul 2020 - Oct 2022 (2 years 3 months)

Managed Assam's citizen helpline (ARIAS/World Bank), directing hiring, training, performance monitoring and daily operations to maintain service standards across public grievance redressal channels.

Performance Management Training Workforce Planning Stakeholder Management CRM Quality Assurance

Assistant Manager, Operations

M/S Lakhimi

Aug 2018 - Jul 2020 (1 year 11 months)

Led back-office and client servicing for high-profile corporate, political and ceremonial events, coordinating strategic account management and operational delivery for large-scale events.

Event Management Operations Client Servicing Account Management Team Supervision Logistics

Team Leader, Client Servicing

Webffee Inc.

Dec 2017 - Jul 2018 (7 months)

Supervised sales, transaction processing and after-sales teams across international markets, leading recruitment, campaign delivery and operational performance for client servicing functions.

Team Leadership Sales Operations Recruitment Campaign Management Client Servicing KPI Tracking

Process Specialist / SME

Cognizant

Aug 2014 - Dec 2017 (3 years 4 months)

Supported Google My Business and AdWords Express campaigns; promoted to SME within one month, trained multiple batches with 0% attrition and led L2 chat escalation achieving sustained Platinum status.

Ad Operations SME Training Escalation Management Performance Coaching CRM Quality Assurance Google Ads

Subject Matter Expert / Trainer

SupportCare

Sep 2011 - Aug 2014 (2 years 11 months)

Provided IT support to US/Canada customers and led technical and soft-skill training programs after promotion to SME within four months, improving team capability and service delivery.

Technical Support Training SME Customer Support Knowledge Management Soft Skills