Moumita Chowdhury Email and Phone Number

• Led the customer operations improvement project, focusing on enhancing the customer journey across Amadeus digital products, including Amadeus Selling Platform Connect, Live Travel Community, Digital Support Flow, Amanda (chatbot), and Amadeus Service Hub. • Contributed to the end-to-end project life cycle of medium and large-scale flagship data migration project(s) for Amadeus. Beginning with defining the problem statement, creating project charter, outlining the scope, creating work breakdown structure, detailed project plan, communication plan , Reporting project progress until project closure. • Performed gap analysis and contributed to process re-engineering by creating value stream maps.• Developed and implemented end-to-end automated self-service dashboards using QlikSense and PowerBI, providing Business Intelligence and Analytics solutions for departments including Performance & Governance, Business Transformation, Customer Care Management, and User Learning Experience.• Integrated advanced machine learning solutions such as KPI reporting with Gen AI, user sentiment analysis, customer churn prediction, market basket analysis, customer segmentation, campaign management, and automated ticket categorization assignment using ticket summaries/descriptions.• Established and coordinated a machine learning project framework, prioritized change requests using t-shirt sizing, and ensured delivery efficiency with Kanban methodology in JIRA.• Led research initiatives to develop a “Product Health Card” offering a comprehensive 360-degree evaluation of Amadeus products, focusing on cost to serve, stability, maturity, resolution duration, case variance, and customer experience metrics (NPS, CSAT, Customer Effort).• Worked in diverse teams and attended international workshops in Europe, contributing to global business stakeholder engagements.

 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.

 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.

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.