Mayurika Mukherjee
Pune
Summary
Results-oriented Operations Analyst with extensive experience in data analytics and process optimization, delivering actionable insights to enhance business effectiveness. Expertise in identifying key business needs and formulating strategic solutions that improve accuracy and operational efficiency. Proven ability to leverage data findings to drive informed recommendations and optimize workflows. Aiming to further contribute analytical skills to a dynamic organization focused on continuous improvement.
Overview
15
15
years of professional experience
Work History
Sr Process Analyst
Tata Consultancy Services
Pune
07.2016 - Current
- Role: Customer Support Associate.
- Taking inbound calls.
- Managing the queue to ensure SLA compliance
- Assisting the team leader with RCA for the Quality team.
- Mentoring new joiners to help them take calls effectively.
- Preparing and tracking the leave tracker.
- Conducting quality audits
- Providing process training for new-joining teams.
- Role: Recruitment SPOC for the AWS Unit.
- Sourcing candidates who match job requirements and organizational culture.
- Screening candidates through resume reviews, interviews, and assessments.
- Coordinating interviews between candidates and hiring managers.
- Negotiating offers regarding salaries and responsibilities.
- Onboarding new hires and promoting the employer brand.
- Role: Executive Assistant in the partner ecosystem and alliance.
- Managing the executive's calendar, appointments, and travel arrangements.
- Handling communications and preparing documents.
- Coordinating meetings and events.
- Conducting research and maintaining records.
- Initiating visa for international travel.
- Preparing the MOM/KPI scorecard for the Delivery Partners.
- Coordinating with various teams (Admin, Facility, Procurement, Finance, etc.). Within TCS.
- Role: Quality Assurance Analyst for Microsoft
- Developing and executing test plans.
- Monitoring test scripts for functionality and quality.
- Identifying and remedying defects in the production process.
- Compiling and analyzing statistical data, and ensuring compliance with quality standards.
- Attending call calibrations with clients for process improvement.
- Sourcing Internal Candidates for U.S. Location
- Screening candidates through resume reviews, interviews, and assessments.
- Sharing profiles with the internal project teams and following up with the candidate for allocation.
Senior Executive Operations
WNS Global Services
Pune
01.2014 - 07.2016
- Worked in the Insurance process, managing claims and customer payments
- Daily customer interaction via calls and emails
- Assisted new team members and managed inbound call queues
Customer Care Executive (Voice)
IBM Global Process Services
Kolkata
10.2009 - 09.2011
- Managed customer calls for Airtel to enhance customer relationships
- Maintained daily achievement records and reported to the team leader
- Processing payments or returns
- Resolving product or service problems
- Following up to ensure resolution and customer satisfaction
Education
Bachelor of Arts -
IIHM
Kolkata04-2009
GED -
B.D Memorial Institute
Kolkata04-2006
GED -
Park English
Kolkata04-2004
Skills
- Escalation Management
- MS PowerPoint
- Leadership
- Communication skills
- Customer service
- MS Excel
- MS Office
- Auditing
- Recruitment (national and international, including internal and external TCS employees)
- Negotiation skills
- Arranging passes and meetings for TCS clients
- Dealing with TCS partner directors
- Coordinating with various teams (Admin, Facility, Procurement, Finance, etc) within TCS
- Coordinating with the Visa department for international travel
Accomplishments
- For Constant performance
- Attendance
Timeline
Sr Process Analyst
Tata Consultancy Services
07.2016 - Current
Senior Executive Operations
WNS Global Services
01.2014 - 07.2016
Customer Care Executive (Voice)
IBM Global Process Services
10.2009 - 09.2011
Bachelor of Arts -
IIHM
GED -
B.D Memorial Institute
GED -
Park English
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