Munmun Kuchan Email & Phone Number

India

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 ▪ Collaborated with business units to understand business issues and translate them into functional specifications

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 • Prepared Audit Reports, Weekly Status Reports, and Project Closure Reports • Managed Software Configuration Management activities

Be, Electronics And Telecommunication

Schooling, Schooling