Surbhi Sankat
@surbhisankat
Service delivery and operations leader at Mastercard and Teleperformance, driving customer experience transformation and AI-informed decisions.
IndiaWhat I'm looking for
At Mastercard, I worked as Manager, GBSC Customer Relationship Management and Manager, People and Capability Operations - Global Business Services Center. My experience spans customer relationship management and global business services operations.
At Teleperformance India, I progressed through roles in technical support, customer care, escalations, contact center management, and operations. Across my work, I’ve led Voice of Customer programs, streamlined workflows, and supported improvements in CSAT, SLA adherence, and efficiency.
I’ve built dashboards and aligned global stakeholders across NAM, EEMEA, Europe, LAC, and APAC. I use Tableau, Power BI, Excel, and SQL for advanced analytics, and have integrated AI into data analysis and decision-making; I’ve also completed Google AI credentials and a Lean Six Sigma Yellow Belt.
Experience
Work history, roles, and key accomplishments
Worked as Manager, GBSC Customer Relationship Management at Mastercard.
Manager, People and Capability Operations - Global Business Services Center
May 2022 - Dec 2023 (1 year 7 months)
Worked as Manager, People and Capability Operations - Global Business Services Center at Mastercard.
Worked as Operations Manager at Teleperformance India.
Worked as Assistant Contact Center Manager at Teleperformance India.
Worked as Escalation Manager at Teleperformance India.
Worked as Assistant Manager Customer Care at Teleperformance India.
Worked as Subject Matter Expert at Teleperformance India.
Worked as Technical Support Executive at Teleperformance India.
Education
Degrees, certifications, and relevant coursework
Google AI Essentials Specialization
May 2026
Google AI Professional Certificate
Jul 2026
COPC Inc.
Lean Six Sigma Yellow Belt Certification
May 2021
Rajiv Gandhi Prodyogiki Vishwavidyalaya
Bachelor’s Degree, Computer Science
2010 - 2014
Microsoft
Microsoft Technology Associate: Database Administration Fundamentals (MTA)
Jan 2013
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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