Sudipta Chakraborty

I am a dynamic and determined professional from Assam with eight years of corporate experience. A postgraduate and gold medalist, I bring both strong academic foundations and hands-on expertise to every role. I welcome challenges and consistently prove myself through measurable contributions at the companies I’ve served.

I work hard and work smart—combining resilience with strategic thinking to deliver results. My focus is unwavering except in cases of health emergency, and I bring contagious enthusiasm and professional energy to every team I join.

 EXL Services – Premium Auditor

From Jan 2023-Present

CURRENT ROLES AND RESPONSIBILITIES

 Auditing the General Liability and Worker’s Compensation policies of the US Insureds.

 Tech Mahindra – Senior Quality Analyst From June 2021 to Nov 2022

ROLES AND RESPONSIBILITIES

 Conducted regular Feedback sessions for Agents on the SOPs and organizational policies defined by the system.

 Conducted calibration sessions with the operations and training team to ensure the regular monitoring of the client updates their interaction with the in-house team.

 Generated MTD, FTD and YTD reports to ensure the daily data driven monitoring of the agents and their lead journey based on their conversation with the client and their customers.

 Provided training to improve quality of the agent parameters based on KPI metrics (CSAT/DSAT, NPS, ZTP, FRT, CCPLH and ACW).

 Generated Variance report shared based on internal calibration held.

 Hands on experience in Life Person, CEP (Customer engagement platform) and MS Office.

NTT Data – Collections Customer Service Advisor - Accounts

NTT DATA – ACCOUNTS RECEIVABLES CALLER

From December 2019 to May 2021

ROLES AND RESPONSIBILITIES

 Ensure Invoices are collected as per the contractual term.

 Calling Customer to follow up for Collection against Overdue invoices.

 Ensure all invoices have been dispatched to the client on a timely basis by maintaining the ticket follow ups in AWS (Amazon Workspace).

 Sending weekly Statement of Account, open AR report and unapplied Payment report to the Management.

 Provide timely remittance to cash application team and support them to apply the payment timely and correctly.

British Telecom - Technical Advisor

March 2018 to November 2019

ROLES AND RESPONSIBILITIES

 Working as part of a team dedicated to BT home phone and Broadband technical support.

 Troubleshooting any customers broadband issues in home using new technology connecting to customers phone via video link

 Liaising with open reach engineers to book appointments with customers if not able to fix fault

 Troubleshooting calls from new and existing customers, taking ownership to improve the customers’ experience.

 Taking bill payments from customers and answering any billing queries

 Manage Order for Service installation.

Concentrix - Senior Practitioner

July 2016 To March 2017

 Responsible for Managing Seller Support for Amazon

MA Earth Science