Soubhik Mitra
Kolkata
Summary
Soubhik Mitra Senior Business Analyst Senior Business Analyst with +10 years of experience with dynamic and motivated professional with a proven record of generating and building relationships, managing projects from concept to completion, designing educational strategies, and coaching individuals to success. Skilled in building cross-functional teams, demonstrating communication skills, and making critical decisions during challenges. Adaptable and transformational leader with an ability to work independently, creating effective presentations, and developing opportunities that further establish organizational goals. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
17
17
years of professional experience
Work History
Digital Customer Service Associate
Mpokket
Kolkata
05.2023 - Current
- Resolved customer complaints in a timely manner by researching technical solutions and providing accurate information.
- Generated documents such as contracts, invoices, receipts, and purchase orders upon request from customers.
- Provided suggestions for process optimization based on research findings from industry-related blogs and websites.
- Continually updated knowledge base with relevant content related to frequently asked questions.
- Monitored social media channels for any comments or questions related to the company's products or services.
- Generated detailed reports on customer interactions for management review.
- Evaluated customer satisfaction levels through surveys and analysis of interactions.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Utilized CRM software to track customer interactions and maintain comprehensive records of past conversations.
- Analyzed data collected from various sources, including surveys, polls, and emails, to gain insights into customer preferences.
Analyst Consultant
Enlytix Consulting
Kolkata
06.2019 - 01.2023
- Analyzed large datasets with statistical methods and software programs.
- Identified opportunities for process improvements across the organization.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Maintained accurate records of all data collected during analysis processes.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Monitored operations and reviewed records and metrics to understand company performance.
- Organized client meetings to provide project updates.
- Worked closely with human resources to support employee management and organizational planning.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Resolved conflicts between team members in a timely manner to maintain harmony within the team.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Delegated work assignments and prioritized tasks.
- Oversaw daily workloads and workflow for smooth operations.
- Led regular team meetings to communicate current business trends and relevant updates.
- Implemented strategic team objectives aligned with company goals, increasing productivity.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Conducted root causes analysis to develop corrective action plans.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed completed work to verify consistency, quality, and conformance.
Senior Analyst
Proziod Analytics Pvt Ltd
Bangalore
02.2017 - 01.2019
- Company Overview: Domain: Energy and Utilities
- Tools Used:
- Platform (client based application)
- SQL
- Tableau
- Excel
- Roles & Responsibilities:
- Mailbox management by providing solutions to different stakeholders of the client thereby meeting the Service Level Agreements and Time Line
- Individually responsible for preparing the report required to assess the major areas where the trend of consumption difference would be captured using Tableau
- Analyzing multiple utility data related to the Vendor Finance Domain Operation
- Fetching raw data using SQL queries
- Analyzing raw data, prevention of revenue leakages, creating legitimate payments & developing tools for automation using excel
- Responsible for loading, extracting and validation of client data related to multiple vendors across the Australian region, UK and US
- Responsible for preparing multiple customer Reports based on multiple criteria such as time frame, service nature, discount terms and conditions etc
- Using Tableau
- Interacted with multiple Stakeholders and Client ends on a regular basis
- Interaction with customers to analysis the demand of reporting
- Preparing Dashboards and stories also special requested reports in Tableau
- Train the team members to understand the client requirements of analysis
- Manage the team and lead to mitigate the customer requirements
- Individually responsible for customer handling and analysis reports
- Analysis on customer requirements and provide unique solutions
- Domain: Energy and Utilities
Senior Process Specialist (Analyst)
Tata Consultancy Services
Kolkata
07.2010 - 02.2017
- Company Overview: Domain: Energy and Utilities
- Tools Used:
- SAP
- Excel
- C
- C++
- Roles & Responsibilities:
- Performed the role of a Reconciliation Analyst in the Retail-Energy Domain of the Client End
- Mailbox management by providing solutions to different stakeholders of the client thereby meeting the Service Level Agreements and Time Line
- Responsible for the timely assessment and prevention of revenue leakage occurring on account of technical inaccuracy captured against the billing process
- Responsible for the "Network Tariff" reassignment if the customer is been billed on the wrong tariff by referring different portals (e.g; MSATS, MDH, Meter Read Database etc.)
- Responsible for loading, extracting and validation of client data related to multiple vendors across the Australian region
- Responsible for preparing multiple Vendor Reports based on multiple criteria such as time frame, service nature, discount terms and conditions etc
- By the help of Tableau
- Individually responsible for preparing the dispute report required to assess the major areas where the trend of billing difference would be captured using Tableau
- Analyzing multiple utility data related to the Vendor Finance Domain Operation using Tableau
- Interacted with multiple Stakeholders and Client ends on a regular basis
- Fetching raw data using SQL queries
- Analyzing raw data, prevention of revenue leakages, creating legitimate payments & developing tools for automation using excel, preparing reports in Tableau
- Also responsible for Monthly follow up process for authorization and outstanding unauthorized payments
- Domain: Energy and Utilities
Customer Service Representative (Analyst)
First source
09.2009 - 06.2010
- Company Overview: Domain: Information & Technology
- Tools Used:
- Oracle
- CMS
- Excel
- Roles & Responsibilities:
- Key responsible to provide technical solutions
- Customer demand analysis
- Track customer requests and maintain records
- Analysis on Customer requirements trough excel
- Develop solutions for customer
- Domain: Information & Technology
Accounting And Software Development (Analyst)
AWS Air and Water Pollution Engineering PVT LTD
Kolkata
08.2007 - 08.2009
- Company Overview: Domain: Energy and Utilities
- Tools Used:
- Tally 9.2
- Excel
- C
- C++
- Roles & Responsibilities:
- Responsible for software development related to the accounting
- Key responsible for maintain the account data
- Analysis on future forecasting
- Solution for finance and development
- Managing overall finance and development part
- Domain: Energy and Utilities
Education
10th standard -
Dr. Shyma Prasad Mukherjee Institution
03.2017
Higher Secondary -
12.2016
B.com -
Narayan Das Bangur Memorial Multipurpose High School
02.2014
01.2014
12.2013
11.2013
Skills
- Root Cause Analysis
- Report Preparation
- KPI analysis
- Workflow Analysis
- Excel proficiency
- MS Excel
- Data Modeling
- Trend Analysis
- Tableau Software
- Team Collaboration
- Experience in leadership
- Relationship Building
- Business Development
- Data Analysis
Timeline
Digital Customer Service Associate
Mpokket
05.2023 - Current
Analyst Consultant
Enlytix Consulting
06.2019 - 01.2023
Senior Analyst
Proziod Analytics Pvt Ltd
02.2017 - 01.2019
Senior Process Specialist (Analyst)
Tata Consultancy Services
07.2010 - 02.2017
Customer Service Representative (Analyst)
First source
09.2009 - 06.2010
Accounting And Software Development (Analyst)
AWS Air and Water Pollution Engineering PVT LTD
08.2007 - 08.2009
10th standard -
Dr. Shyma Prasad Mukherjee Institution
Higher Secondary -
B.com -
Narayan Das Bangur Memorial Multipurpose High School
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