Sumit Kumar
Sydney,Canada
Summary
Dynamic administrative and operations professional with over a decade of experience in financial services and customer service. Proven ability to lead diverse teams, enhance service quality, and streamline processes while managing multiple priorities in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Financial Services Accountant
CAPE BRETON REGIONAL MUNICIPALITY (CBRM)
Sydney, Canada
2022.02 - Current
- Review and analyze financial and operational information, investigate discrepancies, identify issues, and provide accurate information to support management decisions.
- Prepare and review transactions, journal entries, schedules, reconciliations, and supporting documentation in accordance with organizational policies and procedures.
- Support month-end and year-end reporting by compiling information, preparing working papers, reviewing data, and ensuring documentation is complete and accurate.
- Prepared financial and management reports, correspondence, briefing materials, spreadsheets, and supporting documentation for management and internal departments to facilitate informed decision-making.
- Use SAP financial systems to review, process, track, and analyze transactions, project costs, and accounting information.
- Manage reporting and documentation requirements for government-funded programs, including ICIP, ACOA, Gas Tax, and other municipal initiatives.
- Coordinated with internal departments, government agencies, auditors, consultants, contractors, vendors, and stakeholders to obtain information and resolve issues, ensuring compliance and smooth operations.
- Prepare documentation and respond to information requests from internal and external auditors.
- Follow up with departments and external stakeholders regarding outstanding information, documentation, invoices, and financial matters.
- Maintained accurate electronic and physical records of financial transactions, government funding programs, audits, and capital projects to support departmental activities and enhance accountability.
- Provide guidance and administrative support to internal departments regarding procedures, reporting requirements, documentation, and financial controls.
- Handle confidential financial information while maintaining a high level of accuracy, organization, and attention to detail.
Customer Care Representative / Customer Service Supervisor
MCI CAREER
Sydney, Canada
2021.08 - 2023.07
- Managed a high volume of customer interactions involving customer accounts, billing inquiries, payment-related issues, service concerns, and confidential customer information.
- Investigated customer concerns and account discrepancies and provided timely resolutions while following established policies, procedures, and service standards.
- Maintained accurate electronic records, customer information, interaction notes, and supporting documentation.
- Communicated professionally with customers, listened to concerns, identified appropriate solutions, and followed up on outstanding matters.
- Worked in a fast-paced call centre environment while maintaining accuracy, productivity, quality, and customer service standards.
- Identified issues using customer information and interaction details, providing support and escalation.
- Supervised a team of 20+ customer service agents, supporting daily call centre operations and ensuring service and quality standards were maintained.
- Coordinated daily team activities, monitored workload and work completion, and provided guidance to agents to support operational requirements.
- Coached and trained team members on customer service procedures and company policies, enhancing service quality and operational efficiency.
- Monitored customer service performance and quality indicators, providing actionable feedback to improve service delivery and address performance gaps.
- Reviewed customer interactions and assisted agents with complex customer concerns, escalations, and issue resolution.
- Served as an escalation point for customer issues requiring additional review or supervisor-level support.
- Analyzed customer service information, recurring issues, and team performance to identify areas requiring attention and follow-up.
- Conducted regular follow-up with team members regarding performance, service quality, attendance, procedures, and operational expectations.
- Supported onboarding and training of employees by explaining processes, answering questions, and providing practical guidance.
- Communicated operational updates and policy changes to team members, ensuring clarity and compliance with company requirements.
- Maintained accurate records related to team activities, customer issues, performance, quality, and operational follow-up.
- Worked closely with management and other supervisors to address operational issues, support service objectives, and maintain consistent customer experience.
- Managed confidential customer and employee information with professionalism and discretion.
- Assisted with maintaining a positive, collaborative, and productive team environment in a high-volume customer service operation.
- Operated in a high-volume call centre in Sydney.
Senior Accountant
ST. SOLDIER GROUP OF INSTITUTIONS
Jalandhar, India
2011.02 - 2017.10
- Managed accounting and administrative activities including general ledger, accounts payable, accounts receivable, journal entries, reconciliations, reporting, and financial documentation.
- Prepared comprehensive reports, spreadsheets, financial records, payroll reports, and tax documentation to support management decision-making.
- Analyzed accounting information and financial reports and provided information to management for budgeting and operational planning.
- Supervised accounting staff by assigning daily responsibilities, monitoring work completion, reviewing work, and providing guidance and training.
- Trained team members on accounting procedures, documentation requirements, and internal processes.
- Coordinated with administration, purchasing, stores, and management teams to resolve operational and accounting issues, ensuring compliance and accuracy.
- Maintained accurate records and internal controls and ensured required documentation was complete and properly maintained.
- Investigated discrepancies, collaborating with relevant departments to resolve issues and uphold data integrity.
- Supported internal and external audits by organizing documentation and responding to information requests.
Assistant Manager - Stores
JAGATJIT INDUSTRIES LTD.
Jalandhar, India
2009.08 - 2011.02
- Supervised daily warehouse operations covering raw materials, work-in-progress, and finished goods inventory.
- Assigned daily responsibilities to warehouse staff, monitored completion, and coordinated activities to ensure operational efficiency.
- Maintained inventory records and prepared reports related to stock movement, consumption, production, and reconciliation.
- Collaborated with production, purchasing, and accounting departments to resolve discrepancies and streamline operational processes.
- Facilitated internal and external inventory audits while maintaining accurate records and documentation for compliance.
- Prepared and maintained statutory inventory records and documentation related to taxation and regulatory requirements.
Education
Post-Baccalaureate Diploma - Supply Chain Management
Cape Breton University
Sydney, Nova Scotia, Canada2021-01
Master of Business Administration (MBA) - Finance & Human Resources
Punjab Technical University
Jalandhar, Punjab, India2015-01
Master of Commerce (M.Com) -
Guru Nanak Dev University
Amritsar, Punjab, India2013-01
Bachelor of Commerce (B.Com) -
Guru Nanak Dev University
Amritsar, Punjab, India2009-01
Skills
- Financial Operations Management
- Financial Management Systems
- Financial Reporting Training
- Financial Discrepancy Resolution
- Reporting
- Data analysis
- SAP & BPCS
- Documentation & Records Management
- Records Management
- Documentation
- Quality Assurance
- Performance monitoring
- Business systems
- Team supervision
- Team Coordination
- Admin support
- Microsoft Office
- Deadline management
- Stakeholder communication
- Meeting coordination
- Confidential Information Handling
- Problem solving
- Quality assurance
Work Authorization
Canadian Permanent Resident with authorization to work in Canada. Canadian citizenship application submitted and currently awaiting a decision.
Timeline
Financial Services Accountant
CAPE BRETON REGIONAL MUNICIPALITY (CBRM)
2022.02 - Current
Customer Care Representative / Customer Service Supervisor
MCI CAREER
2021.08 - 2023.07
Senior Accountant
ST. SOLDIER GROUP OF INSTITUTIONS
2011.02 - 2017.10
Assistant Manager - Stores
JAGATJIT INDUSTRIES LTD.
2009.08 - 2011.02
Post-Baccalaureate Diploma - Supply Chain Management
Cape Breton University
Master of Business Administration (MBA) - Finance & Human Resources
Punjab Technical University
Master of Commerce (M.Com) -
Guru Nanak Dev University
Bachelor of Commerce (B.Com) -
Guru Nanak Dev University