Track Record

Track Record

Track Record

🌟 Why Work With Me

Real-World Experience. Proven Impact. Trusted by Leading Organizations.

When organizations want to transform their customer experience, streamline processes, and energize employee performance — they turn to solutions that actually work.

That’s where I come in.

I’ve helped businesses across the world deliver outstanding customer satisfaction through engaged teams, optimized processes, and a culture of First Time Right.

🚀 Programs That Deliver Measurable Transformation

Impact spans leading organizations in:

🏦 Banking & Financial Services
 💻 Technology
 🌍 Social Sector
 ⚖️ Legal Services
 🏨 Hospitality

What changed?

  • Cultural transformation
  • Reduced rework and service errors
  • Faster processing and increased ownership

Tangible business results and long-term capability building

🛠 Signature Programs Designed & Delivered

🚀 First Time Right – basic interactive digital culture building program, mindset, Quality tools, Lean methodology

🎓 Delivering Customer Satisfaction: Awaken. Align. Achieve. Masterclass

An action-oriented program with powerful tools, and roadmaps, running successfully with exceptional feedback and outcomes. Participants reported increased clarity, alignment, and momentum in CX transformation.

📊 Lean Data: Impact Measurement Workshop

Specialized program for the impact lending space. Helped teams link data to meaningful outcomes.

🚀 Continuous Process Improvement Workshop for Startups

To help early-stage teams build systems that scale — fast.

🎯 How to Design for Belonging & Inclusion

Workshop to drive breakthrough success in employee engagement. Received outstanding feedback

How To Design For Belonging & Inclusion in Your Organization. Conducted this program to achieve breakthrough success with employee engagement. Received outstanding feedback.
Delivering Customer Satisfaction: Awaken. Align. Achieve Masterclass. Designed & conducted this outcome oriented program. Running successfully with exceptional feedback & roadmap implementation
Designed & successfully conducted Continuous Process Improvement workshop for start up businesses. 

Designed & successfully conducted Lean Data : An Impact Measurement workshop for impact lending

Global Impact With Citibank (CEEMEA Region & India)

Global Consumer Bank

Delivered ExCEED (Exceeding Customer Satisfaction Every Day) TTT across the region — high demand led to multiple location rollouts.

As a Master Trainer certified new trainers across Europe, Middle East & Africa.

Dubai
Dubai
Hungary
Hungary
Developed and conducted “Becoming Ambassadors of Citibank” for new businesses Egypt & Turkey — received 100% top-box satisfaction ratings.
Egypt
Egypt
Turkey
Turkey

Corporate Bank

Successfully transferred customer experience measurement best practices from retail to corporate across countries including Romania.

Citibank Poland

  • Created operations processes, training systems with individual plans from scratch in a start-up phase.
  • Conducted orientation & other training programs with excellent participant feedback
  • Mentored new hires
Basic Banking
Mastering Citibanking

Saudi Arabia – Consumer Bank, Credit Cards

Implemented Model Branch building blocks (Operations rationalization, Citibanker difference)

Coordinated service quality and excellence across functions

Citibank, India

As Customer Satisfaction & Quality Head for National Consumer Bank, co-ordinated overall roadmap implementation to increase customer satisfaction score (CSS), reduce problem incidence rate (PIR) and increase problem resolution satisfaction (PRS),

Successfully conducted quality management and service training programs.

As Branch Manager & Service Head – Chennai, led a high-performance team to achieve:
  • Highest customer satisfaction scores

  • & exceed timeliness standards with 100% accuracy

  • 6x business growth
Who’s there…conducting many Managing Service training programs was fun, Chennai
As CitiService Head – Kolkata, streamlined service resolution processes for customer delight.
As Branch Manager Kolkata mentored a team of experienced staff, coordinated the automation of Tata Center branch.

As Operations Manager, of centralized Non Resident Indian business, Mumbai, managed high-volume transactions, led automation during key transformation phases.

 ✨ Honored to be part of a milestone achievement with Citi’s global NRI business — a moment of collective excellence.

💡 What Sets This Experience Apart?

✅ Real-world leadership in customer experience transformation
✅ Hands-on success across continents
✅ Deep expertise in training, mentoring, systems design, operations, customer service and cultural change
✅ Proven ability to design scalable, self-sustaining capability programs

Sumitra Vig