Sutapa Basu Chakraborty

• Developed dashboards and reports in Excel and Power BI to support reporting.
• Ensure compliance with internal governance and regulatory protocols.
• Experiencing Jira and Tera data
• Learned and adapted quickly to new technology and software applications.

Handle complex customer queries, complaints, and fraud investigations across multiple banking channels.

• Track service performance using Excel dashboards; share insights with team leads.
• Collaborate with internal teams (Fraud, Complaints, Payments) to resolve service issues.
• Ensure GDPR compliance in all data handling and customer interactions.
• Provide feedback on service trends and system enhancements.

Achievement

• Successfully selected for apprenticeship program through internal application and assessment.
• Kubicle Data & Analytics Courses (Selected for programme)

Consistently achieved 90% adherence since joining, attaining 100% of thtarget, demonstrating track record of excellence in schedule adherence throughout tenure.

• Achieved 100% target in review process, as all calls marked for review consistently yielded fair outcomes with no identified risk factors, reflecting a commitment to upholding quality standards and compliance protocols through data-driven evaluation and analysis.

• Company Overview: Firstsource Solutions Limited is a global business process management company providing services in customer management, finance and accounting, healthcare, and digital transformation.
• Took ownership of customer problems by leveraging data analysis to proactively identify and address issues, utilizing historical data to anticipate potential problems, and escalating, when necessary, based on predictive analytics to ensure timely resolution and enhance customer satisfaction.
• Analyse call handling data daily to identify trends and patterns, providing actionable guidelines to the team for optimizing performance and achieving desired targets, leveraging insights from data analysis to drive continuous improvement and success.
• Trained new agents and facilitated system familiarization to ensure readiness for go-live, while consistently monitoring calls to ensure compliance through regular call marking, leveraging data analysis to identify areas for improvement and maintain adherence to standards.

Achievement

• Consistently achieves 100% target attainment by ensuring all calls marked for new agents result in fair outcomes with no identified risk factors, highlighting a dedication to maintaining quality and compliance standards through meticulous monitoring and guidance.

• Company Overview: Ergo3 Ltd as a utility service provider
• Develop new business, cultivate prospect relationships, collaborate with the Closer to meet revenue targets, manage CRM data, and provide high-standard after-sales support.
• Ergo3 Ltd as a utility service provider

• Company Overview: Tally Solutions Pvt. Ltd is an Indian software company known for its flagship product Tally. ERP 9, a comprehensive business management software solution.
• Utilize data analytics to drive solution sales and marketing programs tailored for large and medium organizations, including government and PSU sectors, by analyzing market trends and customer preferences.
• Employ data analytics to manage large channel partners effectively, identifying opportunities for collaboration and optimizing marketing, sales, and distribution strategies based on performance metrics.
• Develop marketing communication and advertising programs across various platforms using data analytics insights to target specific customer segments and increase product market share.
• Tally Solutions Pvt. Ltd is an Indian software company known for its flagship product Tally. ERP 9, a comprehensive business management software solution.

Achievement

• Achieved 42% increase in sales revenue by leveraging data analytics to tailor solution sales and marketing programs for large and medium organizations, including government and PSU sectors, based on in-depth analysis of market trends and customer preferences.
• Optimized channel partner management using data analytics, resulting in a 108% improvement in collaboration effectiveness and an 42% increase in sales through optimized marketing, sales, and distribution strategies driven by performance metrics insights.
• Developed targeted marketing communication and advertising programs across various platforms, resulting in an 83% expansion of product market share through precise customer segment targeting and personalized messaging informed by data analytics insights.