KritiSundar Mazumder

Kriti Sundar Mazumder

Leading Customer Experience Simplification with Data Driven Decision and Technology Transformation.

+91-996*******, email : ***********.********@*****.***

Executive Summary:

●Leading global software product engineering and analytics stream to convert complex business problems into actionable data driven insight. Delivering targeted digital solutions with consumer-centric architecture in product evolution roadmap by predicting market needs.

●Delivered innovative intelligent systems with machine learning practices augmented by reasoning to drive personalised experiences across customer interfacing channels. Guided with the vision, determination and skills needed for engaging IT delivery stream in self-service segments.

●Making high-stakes decisions using experience-backed judgement, strong work ethic and integrity with technology leadership and business acumen. Consistent record in increasing shareholder values by meeting business objectives. Focussed on core values and agility towards profitable steps.

●Accountable for rightsizing capacity, decentralisation of workforce and focused on goal setting for effective performance based culture team. Mentoring Engineers and Managers to self-organise their priorities. Leading innovation hub, crowd-sourcing and employee engagement platforms. Constant oversight of control measures by deploying optimisation techniques to increase bottom line growth.

Competencies:

●Customer Journey Analysis, Business Analytics, Search, Content Management. AI.

●Statistics, Classification, Regression, Natural Language Processing, PCA, Multivariate analysis.

●System Architecture, Java, Python, pandas, NLU, AWS. Speech technology, Web Technologies.

●Managing people, product, process and project, Scrum Methodologies. Business Acumen, Problem resolution.

●Thought Leadership, Managing Uncertainty, Communication and Interpersonal Effectiveness, Presentation skills.

Professional Experience:

Senior Manager at Verizon India. (Nov 2012 - Current)

●Applied statistical methods with understanding of industry practices to model customer interaction patterns. Analysed structured and unstructured data, performed principal component analysis by evaluating feature correlation trends to predict outcomes. Personalised digital transactions through Gradient Boosting classification on customer journey map and network alarms.

●Developed churn prediction model using customer lifecycle events, synthesised business intelligence data and customer interaction touch-points to identify key factors. orchestrated multi-mode solutions for retention.

●Transformed digital engagement experience with personalised actions for internet service restoration to decrease USD 10 Millions annual cost in service assurance.

●Defined infographics and navigation steps in digital interfaces through customised content management and presentation framework with adobe experience manager, which resulted in reduction of web user fallout.

●Led search engine optimisation program, built product roadmap, optimised search index and SEO tagging process resulted in 4 times increase in search click-through-rate and an 82% increase in page performance. Innovated “smart widgets” to ease information discovery resulted in annualised revenue of USD 2.5 Millions.

●Adapted scrum methodologies to transform project execution process. Partnered with stakeholders to define and run technology modernisation program through adoption of SOA in cloud platform.

●Built Smart-Cam, an innovative visual communication channel for customers and field technicians to resolve service interruption issues originating from network terminals - featuring John McEnroe during 2016 Olympics. Introduced cross functional “click to call” feature from digital touch to reduce call handling time.

●Led strategic initiatives for launch of 5G program, conversational experience with chat bot and knowledge management platform for digital and assisted applications.

Senior Project Manager at Verizon India. (April 2008 - October 2012)

●Led engineering groups for building AI driven Omni channel digital communication.

●Eliminated USD 25 Million annual cost of 3rd party product cost by innovating “automated answering party detection algorithm” in outbound communication process.

●Provided technology leadership to improve Net Promoter Score (NPS) by addressing opportunities identified through post interaction survey.

Technical Manager at Verizon India. (August 2006 - March 2008)

●Introduced “Queue Call Back” for caller wait time.

●Delivered speech recognition solutions for IVR through Nuance platform.

Systems Engineer at Verizon India (August 2005 - July 2006)

●Developed Outbound IVR with “Session Initiation Protocol” for financial services.

●Embraced standard engineering practices to secure CMMi level-5 certification for Verizon India.

Prior Experience

●Developed tools for call centre in Verizon India (December 2003 - July 2005) as a Senior Analyst.

●Built virtual storage library for StorageTek in Wipro, Bangalore (December 2002 - November 2003).

●Designed compensation workflow for Citibank, in DSRC, Chennai (April 2000 - November 2002).

Education:

●Post Graduate Certification in Machine Learning and NLP from International Institute of Information Technology, Bangalore, India (April 2019).

●Senior Management Program from Indian Institute of Management Calcutta, India (December 2017).

●Professional Scrum Master from Scrum.org (June 2018).

●Sun Certified Java programmer (April 2001).

●Bachelor of Engineering in Computer Science from Jorhat Engineering College, India (March 1998).

Patent:

●Automated answering party identification by a voice over internet protocol network. Patent No.: US 8,369.491 B2, Date of Patent: Feb. 5, 2013.

Behavioural Skills

●Passion: Lead innovation, cultivate strategic alignment, bring to reality.

●Perseverance: Dedication and determination in spite of challenges with strong technical and business vision.

●Drives: Setting ambitious targets and taking calculated risks to reach higher gear.

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