Prerana Dutta

A result oriented professional targeting leadership role in Client Operations with a highly reputable Organization.

A competent professional with over 10 years of experience in Client Operations. Overall, 8 years of experience in Client handling, inventory management, process improvement and dashboard presentation twice weekly in Touch Point Calls. Created and responsible for managing First Call Resolution tracker. Experienced in developing action items basis Net Promoter Scores (NPS). Experienced in deriving training needs of the team basis 3 months rolling RCA and quality report analysis. Responsible for period weekly review and maintenance of internal and external query tracker and ultimately revising exiting Training Module and include topics on which team had maximum queries and errors. Conduct weekly Teach back training as part of ongoing process improvement and standardization strategy. Conduct bi-weekly Process improvement test for identify knowledge gaps and develop plan on the same. Conduct and present data for instances in which cross functional assistance is needed for completing drafting contracts. Experienced in liaising on Automation projects with the Business Technology development (Automation) team and transition process automations. A T100, T200 Domain Certified Professional. Drafting the contracts for a US life insurance project. Executed transactions as per the prescribed guidelines and timelines in order to meet SLA and quality targets. Followed best practices when dealing with Distribution concerns, issue resolution, and training. Effective in managing development of training and development curriculums, reviewing training outlines as well as determining appropriate instructional methodologies. Proficient in advising clients to improve their profile by identifying, quantifying & managing risks associated with a wide range of disciplines. Excellence in identifying ways of strengthening & measuring internal controls, improving efficiencies and adding value by matching organizational capabilities with client needs. An effective communicator with distinguished abilities in motivating and training team members for successful process operations; excellent in developing & implementing SOPs for services excellence.