Sanjoy Malakar

• Built out data and reporting infrastructure from ground up to provide operational insights to 5 different teams
• Analyzed data from various sources (including BI Cubes) using MS Excel, SQL to produce usable insights for stakeholders including executive teams
• Identified trends in different data streams and initiated required process improvement
• Collaborated with operational managers from CD&S division to identify and support in their operational reporting needs
• Owned and produced service levels and other CX insights related reports to help business respond faster to minimize gaps in timely manner

o Investigated complex customer requests, queries, disputes from wholesale customers and resolved those using different internal billing, invoicing interfaces and other support interfaces (internal and external including NBN, Telstra)
o Identified trends in customer request types and initiated required process improvement for billing processes to reduce customer disputes

o Along with other interfaces, regularly used SQL to extract information from different systems' databases

• Reconciliation and data analysis (using SQL and MS excel) of telephony and data usage and charging details to find out any anomalies of charging
• Hundreds of thousands of records per day
• Investigated and resolved customer requests and disputes regarding billing/charging

• Managed Bill run, invoice generation, payment and credit control functions for 3+ million customers
• Displayed a proactive approach, undertaken complex analysis of systems, including diagnosis and correction of faults, and propose solutions to maintain high level of customer satisfaction
• Managed day-to- day operational communications and liaise with internal customers as well as vendors for critical operational support and new/change implementation
• Collaborated with stakeholders to gather business requirements and converted those into technical changes/implementations

• Managed production operation, support, Maintenance, configuration and operational administration for Billing, Invoicing, CRM, Credit management, Provisioning and Mediation
• Developed database scripts, functions, procedures etc in both MSSQL and Oracle environments for Billing systems, CRM and provisioning domains to analyze millions of records
• Gathered requirements from business stakeholders and converted those to technical requirements to implement changes in billing domain