Arpita Ojha Chakraborty

Seasoned and certified Pega Lead Business Architect with 12+ years of experience delivering end-to-end enterprise solutions using Pega platform. Expertise in Pega CDH and Customer Service frameworks, with proven success in telecom, auto finance, and order management domains. Known for leading DCO workshops, mentoring BAs, and translating complex business needs into scalable architectures. Strong experience in defining engagement policies, running UATs, and delivering measurable ROI across transformation programs.

• Star Performer Award, Maantic Inc., 2024, For leading the Pega Customer Service transformation project that improved AHIT by 52%.
• Spot Award, Capgemini, 2021, For exceptional leadership during UAT planning and execution in a telecom CDH initiative.
• Client Appreciation, Leading Telecom Provider, For driving business impact through adaptive modeling and customer retention journeys.

• Auto Finance Collections (DriveTime), Improved AHIT (Average Handle & Interaction Time) by 52% using case automation and smart routing., Delivered: NLP-driven call flows, SLA tiers, digital collections workflows.
• Retention in Telecom (Using Pega CDH), Part of a core team that enabled over $100M in business impact through optimized retention using NBA Designer and adaptive models.