MOUMITA CHOWDHURY

Experience

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  IBM

  Sept 2014 - Mar 2015

  Technical Support Advisor

  I was a part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice support to IBM External Commercial Account End Users across EMEA and Asia-Pacific.Handled complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers.Provided remote infrastructure support delivery and performing problem cause analysisCollaborate with fellow support colleagues and other internal organizations to provide superior customer service.Worked as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.Anticipated the customer needs and effectively addressing concerns related to their issue or resolutionProvide direct technical assistance to customers via phone, email, and chat. Show less

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  Unisys

  Apr 2015 - May 2021

   Identified, measured and recommended improvement strategies for SLAs/KPIs across business areas thereby driving business values. Prepare automated dashboards for existing services and communicate findings to internal stakeholders and clients. Assisting with data analytics on existing method to promote effective operations through standardization, improvement and simplification. Processing, cleansing, and verifying the integrity of data used for analysis from multiple disparate sources. Having a statistical mindset and pursuing advanced techniques for the service offering. Have incorporated Mean/Median/Percentiles, Variance, Confidence Intervals, Statistical tests, Regression, Classification and Clustering while doing data analysis. Strong knowledge in Data Wrangling and Exploration techniques to identify the patterns, trends and outliers. Provide assistance towards information management involving data analysis, data stewardship, trend analysis, metadata management, data governance in a large business setting.  Well-versed with data science toolkits like Numpy, Scipy, Pandas, Scikit Learn, Matplotlib, BeautifulSoup, Seaborn and Natural Language Processing concepts. Have implemented Natural Language Processing to do user sentiment analysis and prepared predictive models. Incorporated churn attrition, market basket analysis, customer segmentation, campaign management ,recommender system ,ticket assignment automation based on ticket summary/description as few analytical base offerings for clients. Proficient with Microsoft SQL Server and database concepts.Worked with the Operational Data Source team to bridge the data gaps. Experience with data visualization tools, such as Power BI, Tableau, QlikView, Matplotlib, seaborn or equivalent tools.  Use predictive modeling to increase and optimize customer experiences, revenue generation, campaign optimization and other business outcomes. Show less  Compile and validate performance reports published to Operations Leadership and Service Delivery partners (Daily, Monthly, and Quarterly) there by creating automated Power BI dashboards and organizing scheduled refresh for them. End to end data governance. Good at report design and query optimization. Proficient at stakeholder management .Managing the QBR and MBR deck preparation for clients. Assisted in client training and mentorship programs on new tools and technologies. Show less

  • Business Analyst

    Nov 2017 - May 2021

  • Business Excellence Analyst 3

    Jun 2016 - Oct 2017

  • Senior Technical Support Analyst

    Apr 2015 - May 2016
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  Amadeus Labs

  May 2021 - now

  Data Mining Specialist, Analytics(Products and Services)