Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Work Preference
Languages
Timeline
AccountManager
Prasenjit Dutta

Prasenjit Dutta

Bengaluru

Summary

Results-driven Associate specializing in Strategy, Quality Assurance and Data Analytics with extensive experience at Goldman Sachs, leveraging expertise in SQL, Tableau, JIRA and advanced Excel to develop innovative dashboards and reporting tools that enhance operational efficiency and decision-making. Proven track record of implementing data-driven solutions, such as real-time collections tracking, compliance training triggers, and customer satisfaction models, resulting in measurable improvements like a 15% boost in collections. Adept at project management, regulatory compliance, and process optimisation through automation and strategic planning. Skilled in data mining, visualisation, and governance to deliver actionable insights for leadership teams. Career focus on driving impactful business intelligence initiatives to optimise performance and elevate customer experience.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Associate, Senior Analyst, Analyst

Goldman Sachs
08.2022 - Current
  • Developed a real-time collections dashboard to track dollar amounts collected for multiple co-owned credit cards, providing the Collections & Recovery team with immediate visibility
  • Built a Tableau Repeat Callers dashboard, tracking repeat calls within 4 days, identifying root causes, and helping reduce contact center inflow
  • Designed a Complaints SLA and ageing dashboard, creating a centralized complaints ingestion process for improved tracking and faster issue resolution
  • Created an automated QA dashboard for high-risk stakeholders, enabling them to pull and audit sample sets automatically, reducing manual pull time by 50%
  • Developed Productive Hours and AHT metrics dashboard for real-time monitoring of contact centre agents' performance, helping stakeholders manage volume and deliver timely feedback
  • Leveraged idle time data to trigger targeted compliance training for agents, ensuring agents stay up-to-date on regulatory requirements
  • Built interval-level reporting for Workforce Management (WFM), supporting accurate forecasting and capacity planning for the contact center
  • Implemented a Penetration Rate and Intensity pipeline for Collections &
  • Recovery, improving outreach to delinquent customers, and boosting collections by 15%
  • Developed a CSAT tagging model in Databricks, enhancing the accuracy of customer ratings and enabling the Customer Experience team to resolve issues more quickly
  • Delivered ad-hoc analysis in collaboration with the Strategy team, providing leadership with insights to understand operational pain points, and drive improvements
  • Implemented robust data governance policies and procedures, safeguarding sensitive information and ensuring compliance with regulations
  • Developed and presented project plans to stakeholders, providing insights to drive decision-making and process optimization, while strategically assigning tasks based on team strengths to ensure efficiency and timely completion
  • Oversaw impactful projects such as Apple Wallet Optimization, Tax Form Revamping (1099s), Interest Calculator Automation, Intent-based IVR, Collections KPI metrics (Inbound/Outbound), Recovery KPI metrics (Inbound/Outbound), Repeat Callers Dashboard, WFM interval-level reporting, Penetration/Intensity Dashboard, Productive hours/AHT metrics, High Risk QA Dashboard and Complaints SLA dashboard improving overall operational efficiency and customer experience.

Quality Specialist

Goldman Sachs
07.2021 - 07.2022
  • Executed regulatory audits for Back Office Operations, identifying risks, and implementing mitigation strategies
  • Led daily calibration calls with stakeholders, and global teams to synchronize operations and ensure a smooth workflow
  • Delivered detailed reports on regulatory and compliance requirements, providing feedback, and leading business review meetings with stakeholders
  • Participated in external quality audits, demonstrating the company's commitment to maintaining high-quality standards.

Quality Control Advocate

Griptonite Games India Pvt Ltd
07.2019 - 07.2021
  • Performed daily audits for the customer experience team to identify bugs and suggest product enhancements to developers
  • Conducted weekly calibration calls with customer support to align on process changes and updates
  • Standardized the quality audit form through multiple brainstorming sessions to improve consistency and effectiveness.

Senior Associate Quality, Technical Support Associate

Tech Mahindra
11.2017 - 06.2019
  • Conducted daily audits for agents on firm-mapped processes, and organized feedback sessions and dip checks for the delivery team
  • Prepared weekly scorecards and monthly reports for the Operations team, tracking performance and key metrics
  • Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
  • Provided technical support for Telstra customers, resolving issues related to network services, ISPs, modems, and routers through inbound and outbound calls
  • Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.

Education

Bachelor of Engineering -

New Horizon College of Engineering
Bengaluru, Karnataka
06.2017

AISSCE -

DAV Model School
Durgapur, West Bengal
05.2012

AISSE -

DAV Model School
Durgapur, West Bengal
05.2010

Skills

  • SQL
  • Tableau
  • Advanced Excel
  • JIRA
  • Data Analytics
  • Business Intelligence
  • Reporting
  • Automation
  • Regulatory requirements
  • Compliance
  • Hypothesis Building & Validation
  • Project Management
  • Efficiency Management
  • Documentation
  • Communication
  • Strategic Planning
  • Problem Solving
  • Critical Thinking
  • Stakeholder communication
  • Performance monitoring
  • Client management

Certification

  • Google Data Analytics Professional Certificate
  • Excel to MySQL: Analytic Techniques for Business Specialization

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementPaid sick leaveHealthcare benefitsWork-life balanceCompany CultureFlexible work hoursWork from home optionPersonal development programsPaid time off

Languages

English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Timeline

Associate, Senior Analyst, Analyst

Goldman Sachs
08.2022 - Current

Quality Specialist

Goldman Sachs
07.2021 - 07.2022

Quality Control Advocate

Griptonite Games India Pvt Ltd
07.2019 - 07.2021

Senior Associate Quality, Technical Support Associate

Tech Mahindra
11.2017 - 06.2019

AISSCE -

DAV Model School

AISSE -

DAV Model School

Bachelor of Engineering -

New Horizon College of Engineering

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Prasenjit Dutta