Sumeet Joseph Desilva

Led complaint and CSAT teams, then transitioned to WFM reporting and compliance, owning global reporting across five sites. Maintained Power BI dashboards and supported migration from Sharpen to NICE with no missed deadlines.

• Handled complaints, inquiries and requests via chat and email in Salesforce for the PlayStation Account line of business.
• Provided employee support on schedule adjustments and WFM queries as backup to the workforce management team.
• Prepared and published operational reports in Excel and Power BI on a fixed schedule.

• Founded and ran a full-service restaurant with complete P&L ownership: pricing, cost control, supplier negotiation and inventory management.
• Hired, trained and scheduled kitchen and service staff, and set service standards for customer handling.
• Built a repeat local customer base through consistency of product and service quality.
• Closed due to COVID-19 restrictions

Managed all AT&T account operations, holding the number one performance position across client sites. Oversaw strategy, recruitment, training, and performance management, with full budget and payroll responsibility.

Owned training and operations KPIs for Airtel partner call centers, delivering certifications and reducing unplanned training hours from 33% to 12%. Produced weekly and final assessment reports.

Delivered training across partner sites and ensured customer requests were captured and closed within regulatory guidelines. Implemented procedures that reduced complaints by 26% and improved CSAT scores.

Generated revenue through direct sales and outbound cold calls, booking demonstrations for the field sales team. Managed customer databases, vendor coordination, and invoicing.

Bachelor of Commerce in Business from Saint Xavier's University, Kolkata, India, completed in 2004.