Mrinmoy Roy Chowdhury

• Managing multiple scope of work as part of the shared service delivery model including, transformation, business efficiency, operational demand, quality, service issues, stakeholder engagement etc
• Initiated and led transformation project to improve Service & billing issues for Managed Service Customers that resulted in 21% reduction in unbilled amounts. This led to an increase in the monthly cash flow for the business.
• Initiated the idea to build macro-based tool to validate monthly inventory billing which resulted in 40% reduction in credit issued to Customers.
• Initiated a project to establish direct communication with our biggest supplier, Openreach by creating standard operating model, providing access to portals, training individuals etc. This resulted in cycle time reduction of 2 days.
• Supported & led a standardization programme in collaboration with UK stakeholders to standardize the operating model for 200+ Customers. This resulted in transition of 15+ FTE to the business.
• Managed pipeline and business opportunity for the function, and generated 35+FTE incremental roles in FY 21-22, through constant stakeholder engagement and presentation of business case/proposals
• Initiated the idea to build macro-based tool that supported billing team to reduce cycle time for reconciliation activities by 2 hrs/month for each individual.
• · Received the best team award in the global annual event for the excellent support provided to the business in the form of transformation, stakeholder management, service management etc
• Manages functional efficiency and have so far supported in delivering 70+ FTE worth of efficiency for the business
• Responsible for all executive level business reviews
• Provides governance and leads on activities to ensure loss making contracts are turned profitable for the business and have so far delivered £3 million worth of savings in the first 2 quarters of FY 23-24

• Managed Enterprise shared services business vertical with Service issues, Operational excellence, customer experience, service transformation and Executive stakeholder management
• Improved Service issues of multiple Customers through Process mapping based analysis and deploying tactical automation
• Conducted due diligence of third party based work package and transitioned 100+ FTE in to the business
• Improved NPS and CSAT by 800% & 400% respectively for one of the largest Customer, Walgreen Boot Alliance (WBA) by reducing order journey lead time
• Lead billing transformation project to standardize billing template for 200+ Customers that resulted in resolving billing issues and 20% improvement in CSAT
• Driven transformation projects to streamline Customer inventory across multiple UK based retail & corporate customers like KFC, LVMH, Denby Pottery etc. This resulted in substantial improvement in NPS and the brand name

• Created end to end quality audit framework for a pilot B2C process that provides Landline & Hi-speed broadband connectivity to the U.K customers
• Improved business KPI like complaint reduction, one call resolution, CSAT/NPS etc by performing 7 QC and other statistical tool based analysis and solution
• Improved operational Average handling time by 10% through Six sigma DMAIC project on AHT reduction
• Received best Quality award for implementing the idea by which Customer communication on order related updates can be shared. This idea eventually enhanced Customer experience
• Trained advisors and other quality analyst's on CI tools, 7 QC tools etc

· Responsible for meeting the client defined quality metrics through consistent evaluation, feedback & coaching

· Improved process gaps through statistical data analysis

· Received best Quality Analyst award on multiple occasions for brilliant performance

• Supported US based health care professionals by sharing Medical insurance benefits
• Responsible for upskilling people in multiple queues within the process
• Managed new OJT (on job training) batches with process refresher trainings, support during live calls, validation of the information communicated to Customers etc
• Delivered consistent performance with highest rating received for 3 out of 5 years.

• Outbound sales of membership programs like dinning out, movie theatres, book shops etc on behalf of an American Credit Card issuing bank named Providian
• Supported U.S based Customers and their families to enjoy benefit of different credit card related reward programs
• Received multiple awards/recognitions for achieving weekly & monthly highest sales and supporting the process in meeting client defined sales metric