Munmun Kuchan Email & Phone Number

United States

Teaneck, New Jersey, US

• Lead day to day leadership of insurance client's core financial data warehouse.
• Ensure all aspects of audit requests are met and handle finance and IT inquiries across multiple financial systems.
• Partner with Contact Center Leadership and IT Technology team to plan, coordinate, and direct delivery of complex business solutions.
• Define and manage contact center applications architecture and roadmaps for HealthCare and GI Clients
• Serve as CX Manager to provide exceptional customer experience by documenting current state end to end customer journeys to inform future state design of the IVR.

Morristown, New Jersey, US

• Provided input to leadership regarding budget, approach, and technical considerations to improve operational efficiencies and functionality for the team
• Hired, onboarded, and mentored high-performing Customer Service Managers, Technical Account Managers, and C.S. Ops professionals to build a world-class contact center professional services team
• Coached the team in agile processes
• Optimized presales and client-level callflows
• Managed projects and vendors effectively
• Analyzed business requirements from clients and created functional specification documents for formal approval

Bangalore, Karnataka, IN

• Oversaw the Banking Domain Clients for Member Experience and Contact Center Applications
• Managed project activities including resource allocation, quality assurance, issue resolution, client communication, business value tracking, and productivity enhancement.
• Oversaw project team by assigning tasks, monitoring progress, setting quality objectives, and addressing personnel challenges.
• Provided technical architecture recommendations, conducted design assessments, and led project reviews.
• Engaged with clients to develop proposals, create project plans, and gather requirements for complex projects.
• Participated in all phases of the project life cycle, including analysis, design, development, testing, and implementation.

London, GB

• POC and SME for Call Center/IVR Applications
• Understood Business Requirements (Scope) from client and compiled into a functional specification document for formal approval before project initialization
• Assigned the respective modules to the team members and provided estimates
• Conducted callflow analysis, code and design reviews
• Served as the first point of contact for production support and delegated tasks accordingly
• Provided sign off for the code after UAT

Be, Electronics And Telecommunication

Schooling, Schooling