Sumit Athalye

Background

About Sumit Athalye

Seasoned Project & Service Delivery Leader with over 20 years of proven expertise in driving operational excellence, leading large-scale service delivery programs, and managing end-to-end project execution in the telecommunications and technology sectors. Strong track record in SLA compliance management across diverse service lines, consistently achieving 100% adherence to contractual KPIs in high volume, multi-channel customer operations. Skilled at stakeholder engagement, building and sustaining strong partnerships with internal teams, external clients, and cross-functional business units to align service delivery with organizational objectives. Skilled in data analytics and insight-driven decision-making, leveraging advanced analytics and visualization tools to monitor KPIs, identify performance gaps, and guide strategic initiatives. Recognized for quality improvement leadership, successfully implementing frameworks that uplift service quality ratings, enhance customer experience, and ensure compliance with regulatory and ISO standards. Expertise in telecom service operations, covering inbound, outbound, and email support channels, with hands-on experience in broadband, cloud, and security product delivery. Proficient in technology-enabled delivery models, including CRM platforms, workforce management systems, quality management systems, project management tools, and process automation solutions. Awarded recognition for delivering measurable business impact through operational efficiency gains, client satisfaction improvement, and strategic cost optimization initiatives.