Deepto Bhattacharya

About Deepto Bhattacharya

Why me - Scroll through the 3 quick pointers : 1) facilitate implementations of a working solution to assist clients which can successfully adapt to each client\'s needs per se. 2) Develop client relationships across multi verticals and switch gear with ease catering for their analytical solutions and support 3) Being the face for projects / POC which requires recommending solutions not just to assist & improve but continually finding ways to delight our customers.

Experience

1. Management Consultant

   Accenture

   Jun 2021 — Present · Delhi, IN

   Skill 1) Chatbot author / Conversation Designer Skilled in Mural, voiceflow, botmock Being experienced as chatbot author and conversation designer I have designed chatbot journeys that optimise the processes and assist customers with queries. Host sessions and calibrate with micro service designers to integrate the journey flow in accordance with the design. worked on LUIS, AWS, Botmock, BotSociety, Google DialogFlow for creating virtual agents. Skill 2) Speech & Interaction Analysis Skilled in Nexidia-NICE Providing Training and help in understanding the concept around speech analysis inclusive of syntax and operators, Reports and timeline mapping, WordCloud and predictive modeling. Reengineering current and new product concepts around Lean and six sigma methodologies Skill 3) Process engineering (Primarily using LSS tools) Expertise in interaction analytics, predictive modeling, text mining, process analysis to build effective, actionable recommendations. Hands on Experience with Contact Center data sources (i.e, Telephony, IVR, chat/email, Surveys, CRM) Provide walkthrough for activities impacting operations and map cause-effect through quality metrices Showcase & maintain the quality of service delivery and consistently improving customer satisfaction levels Skill 4) WFM Intelligence Skilled in Genesys Providing strategic guidance for capabilities in intelligent WFM and allied business operations transformation focussed on improving customer experience Skill 5) Project Management / PSPO / Scrum Master Managing Portfolios across domains of contact center teams, tech arch, etc and developing business stories & insights to stakeholders, Specialised in IVR automation across industries Other Skills : As Legal Consultant, i\'ve monitored the implementation of projects from governance and compliance aspect of a contact center. In the capacity of Sustainability Development researched and recommended for optimum use of energy and resources

Education

• Institute of Management Technology, Ghaziabad

  Master of Business Administration - MBA, Finance & IT

  2012

• The University of Texas at Austin

  Postgraduate Degree, Artificial Intelligence for leaders

• Jamia Millia Islamia

  Bachelor's degree, Business/Commerce, General

  2004