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Mangalmaya Acharya
Business Analyst , Energy Sector
Kolkata, India
An enthusiastic and high energy driven professional with an experience of 17 years, targeting assignments in Customer Service Operations , Project management, IVR ,Operation, ITES operations, Training ,administration, Capacity Building in an organization of repute
Send email Contact Mangalmaya Acharya
Area of Expertise:
  • Capacity Building, Training, Advocacy
  • Communications, IT, Media, Knowledge Management, Editor
  • Infrastructure, Technology, Engineering, Science
  • Private Sector, Corporate Social Responsibility
  • Social, Gender, Education, Youth, Child
Professional Experience:
• Achievement-driven professional with an expertise in Customer Services Operations; successfully identified & highlighted potential operational risk residing in process & suggested ways to mitigate
• Hands-on experience in Telecom, Call Center & IVR Operations; provided first line customer support by addressing queries & resolving issues within ensured minimum TAT
• Collaborated with Marketing Team for IVR operations of call center
• Showcased expertise across Crisis Management, Real-time Action, BPO Operations, Collections, Work Force Management, Customer Retention and Vendor / Service Partner Management
• Reduced TAT of customer on-boarding, maximized customer engagement through service camps, increased customer loyalty by 25% and lowered SIM replacement TAT by 2 hrs. through channel enhancing satisfaction index
• Maximized collection of 30-60 to 60-90 bucket
• Simplified IVR led to 15% reduction in repeated calls, maximized dealer and retailer experience, through DHL (Dealer Help Line) IVR, reduced CPR (Calls Per Retailer) at DHL, & managed cost throughout partnership
• Excellent communication, presentation & mentoring skills with distinguished capabilities in leading teams for developing business continuity plans, procedures & service standards

As an adept team manager and customer service professional, I have an all-round background in major aspects of telecommunication projects which makes me ideal candidate for this position. Additionally, I am a proven expert in business process improvement, stakeholder management, training and cross-functional collaboration. My previous roles have strengthened my team work, time management and multi-tasking abilities including a focused attention to detail and accuracy. Currently, I am engaged as a Business Analyst with Vikram Solar Limited, Kolkata, West Bengal conducting production planning and attrition analysis. Details of my job responsibilities, assignments and skill sets have been reflected in my resume. In the past, having worked in areas of training (coaching skills, situational leadership training, workforce management etc.), change management and diversities with telecommunication giants across West Bengal, Jharkhand and Odisha states in India, I am well versed with the local governance and role of development agencies in achieving sustainability of various national programs and Government projects.
Bsc. Botany Hons
Affiliations and Achievements:
Certificate in Public Health
Certificate in Introduction to Epidemiology

Available for:
  • Consulting assignments
  • Job opportunities
  • Being headhunted – make me an offer

    Years of Experience:
    15-20 years
    Highest Qualification:
    English, Hindi, Oriya
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