Monika Dutta

CX Benchmarking Product/Operations Management for 8+ Telecom Clients:

• Managed multiple B2B and B2C projects across Telecom and Insurance domains, delivering high-quality, zero-defect results and helping clients optimize their customer experience metrics.
• Led biggest account of team (US Telecom Giant, generating ~1.5 million USD revenue), successfully delivering project in 2023. Addressed crucial client concerns, created apt advisory solutions to increase their NPS score
• Proactively planned and executed daily work plans for my team, identifying and resolving roadblocks to avoid delays by helping team build QC and process automation
• Mentored junior team members, by sharing technical knowledge and building reusable capabilities.
• Helped design and execute new benchmarking surveys, crafting primary research instruments and sample specifications
• Responded to inquiries from onshore teams and clients regarding data and insights, ensuring clarity and satisfaction.
• Collaborated with Leadership team as presenter to win firm-wide Results challenge (3 lakh prize).

Risk & Independence Visualization tool:

• Designed and implemented KPIs, created data model, and user-friendly reporting layers to improve engagement tracking and visibility.
• Provided tailored demo sessions, equipping managing partners across all PwC lines of services with knowledge to leverage the dashboard's functionalities.
• Designed and implemented a robust security model for Power BI tool, safeguarding sensitive information.

Data Migration Project for a European giant:

• Led successful bulk migration and transformation of data from legacy systems to Oracle ERP cloud platform, ensuring data accuracy and efficiency.
• As Subscription lead for more than 10+ business units, actively collaborated with stakeholders, designing optimal workflows and data mappings for smooth transition from onshore team to Indian functions.
• Designed and implemented various ETL frameworks (like Error Handling, Batch & Parameterized Input) to schedule and automated assessment reports for Clients, which improved loading time by 30 %.

Healthcare Analytics for UK Supply chain client:

• Designed concise Qlikview data model to optimize the process and provide the end users with detailed analysis of different Key performance indicators. The reports helps Philips streamline investments on material purchase cost & production cost.
• Facilitated effective client communication, planned and met the deliverable timelines and effectively customized dashboards to accommodate user requests and innovative features.
• Set the stage for augmented analytics projects for this client by developing an interactive Qliksense POC on Augmented analytics which helped in creating road map for future projects.
  

HR Data Analytics & reporting for US Software Solutions Client:

• Led the initiative to improve crucial hierarchy/taxonomy modifications whose objective was to plan and deploy the new organizational hierarchy in relevant objects in the reporting database, SSRS reports and applications).
• Facilitated effective stakeholder communication, coordinated and streamlined the deliverables managed by the 8- member technical team, efficiently and ensured on-time delivery for crucial reports and applications.
  

Social Media Analytics & reporting:

• Implemented centralized ETL flow for processing of data across all the verticals and horizontals from large unstructured data sources as opposed to manual data cleansing, which reduced the processing time by 40%
• Involved in different phases of project from requirement gathering, designing and QC of SSIS Tableau solution and database architecture to store social media campaigns, traffic metrics and visits data segregated by locations, operating groups and business functions.