AMITABH MUKHERJEE
BANGALORE
Summary
Career Objective
- A results-driven individual with 18 years of experience in managing client relationships, Business Analytics, and Project Management with Strong skills in problem-solving, communication, and conflict Handling seeking a challenging role in the position of Executive Director in a Multinational Company.
Summary:
- Strong subject matter expertise in Customer and Contact Center operations including Experience in Customer Engagement and/or Customer Journey.
- Strong expertise in creating robust business cases
- Good numerical skills including experience working on spreadsheets.
- Experience conducting performance analysis utilizing System and human-generated data.
- Project Management
- Team Management
- Training and Development/Transition of process
- Total Quality Management.
Overview
18
18
years of professional experience
8
8
Certification
Work History
Dispatch Coordinator
HemmersBach India Pvt Ltd
Bangalore
05.2022 - Current
- Successfully managed the Ticketing queue by Liaising with the Service Delivery Managers and Global Service Delivery Managers
- Coached and mentored Senior Management on process analysis,Change Management, Statistical, and graphical analysis
- Provided support for on-call escalations, doing root cause analysis of the given issue, and worked on value-adding activities such as Knowledge base update, and Training freshers
- Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected applications
- Mentored Lean Six Sigma Green Belt, and non belt employees.
- Developed and implemented process enhancements to drive continuous program improvement.
Senior Associate
Go Digit General Insurance
Bangalore
07.2018 - 08.2021
- Improved the process documents by including Standard Operating Procedures in the official repository, which helped reduce erroneous reporting and saved money and time for the Company
- Reduced the churn rate of the Customers during Covid-19, which brought a better penetration rate and improved the cash flows.
- Defined work plans in alignment with stakeholder requirements.
Process Specialist-Voice/ Quality Analyst
Cognizant Technology Solutions
Bangalore
05.2016 - 03.2018
- Transition & Migration of process, including Client Onboarding,
- Published the MIS reports for Bengaluru & Chennai Locations, which helped in analyzing the Daily performance
- Secured 93 % in Train the Trainer (Training Program) & imparted Process Training on United States Health Care
- Conducted Transactional Monitoring, including Random Sample Audits.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
Senior Business Support Executive
Brickwork India Pvt Ltd
Bangalore
11.2014 - 02.2016
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Held meetings to communicate new policies and procedures to appropriate personnel.
Subject Matter Expert-MIS Reporting
Accenture Services India Pvt Ltd
Bangalore
11.2009 - 02.2014
- Designed and prepared technical reports, studies, and related documentation.
- Developed and presented business cases, presentations and reports to senior management.
- Monitored and tracked user progress to identify improvement opportunities.
Accounts Processing Analyst
Swissre Shared Global Services
Bangalore
07.2007 - 01.2009
- Developed and maintained courteous and effective working relationships.
- Managed the booking including claims processing for an Accounts receivable process for Life and Health Reinsurance.
- Discussed any discrepancy in the Statement of accounts with the Business Analyst and sent payment reminders.
Claims Analyst
WNS Global Services
Bangalore
07.2005 - 03.2007
- Interacted with clients and employees, which helped cultivate positive working relationships.
- Provided third -party services including Courtesy car, Physiotherapy, and compensated solicitors for Motor Claims
- Collated the Total claims on a monthly basis.
Education
Bachelor of Commerce -
Bangalore University
Bangalore12.2001
Skills
- Lean Six Sigma
- Process Improvement, Change Management, Business Process Engineering
- Email Etiquette
- Stakeholder Management
- Business Acumen
- Tracking performance with the Use of Key Performance Indicators
- Data Analysis
- Business Analytics
- Shrinkage, Attrition reports
- Training/Mentoring
- Transformational Leadership
Awards/ Recognition
- Top Dispatcher and Task Coordinator-Jan 2023. Nominated for Wow Maker for September 2022 for scoring 100% on 7 Calls. Sep 2022- Hemmersbach India Pvt Ltd
- Good Samaritan Award for making an exemplary contribution to People development and recognizing the dedicated focus on the cultural essential theme-” Teach and Team”-Accenture- May 2010
- Awarded the Best Performer of the Quarter (Sep 2005) for achieving all the metrics, which included Telephony, claims processing, and effective negotiation skills with the Claimant Solicitors-WNS Global Services
Certification
- Lean Six Sigma Master Black Belt -(International Institute of Excellence & Effective Leadership-April 2023)
- Lean Six Sigma Black Belt (Advanced Innovation Group for Pro Excellence) -Oct 2022
- Lean Six Sigma Green Belt (Advanced Innovation Group for Pro Excellence) Jan 2022
- Master’s in Business Administration- Marketing and Business strategy -Oct 2021 -Udemy Alumni
- Advanced Excel (Accenture Service India Pvt Ltd ) Jan 2010
- Structured Query Language and Visual Basic May 2001
- Diploma in Counselling Behavior Banjara Academy( Affiliated to World Health Organization ) May 2015
- Supply Chain Risk Management Oct 2021 -Udemy Alumni
Timeline
Dispatch Coordinator
HemmersBach India Pvt Ltd
05.2022 - Current
Senior Associate
Go Digit General Insurance
07.2018 - 08.2021
Process Specialist-Voice/ Quality Analyst
Cognizant Technology Solutions
05.2016 - 03.2018
Senior Business Support Executive
Brickwork India Pvt Ltd
11.2014 - 02.2016
Subject Matter Expert-MIS Reporting
Accenture Services India Pvt Ltd
11.2009 - 02.2014
Accounts Processing Analyst
Swissre Shared Global Services
07.2007 - 01.2009
Claims Analyst
WNS Global Services
07.2005 - 03.2007
Bachelor of Commerce -
Bangalore University
- Lean Six Sigma Master Black Belt -(International Institute of Excellence & Effective Leadership-April 2023)
- Lean Six Sigma Black Belt (Advanced Innovation Group for Pro Excellence) -Oct 2022
- Lean Six Sigma Green Belt (Advanced Innovation Group for Pro Excellence) Jan 2022
- Master’s in Business Administration- Marketing and Business strategy -Oct 2021 -Udemy Alumni
- Advanced Excel (Accenture Service India Pvt Ltd ) Jan 2010
- Structured Query Language and Visual Basic May 2001
- Diploma in Counselling Behavior Banjara Academy( Affiliated to World Health Organization ) May 2015
- Supply Chain Risk Management Oct 2021 -Udemy Alumni
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