Arya Mukhopadhyay
@aryamukhopadhyay
I lead contact center transformations that improve customer experience, quality, and operational efficiency.
IndiaWhat I'm looking for
At Accenture, I lead strategic transformation programs across customer service and contact center operations, driving GenAI-enabled Agent Assist and Call Summarization solutions. I've progressed from customer service roles to Business Transformation Specialist while improving efficiency, customer experience, cost optimization, and adoption.
I bring 10 years of experience in multi-channel contact center operations, workforce management, quality governance, service delivery, and customer retention. I use Verint, call monitoring, root cause analysis, coaching, KPI governance, and cross-functional partnership to strengthen performance, compliance, and customer outcomes.
Experience
Work history, roles, and key accomplishments
Leading strategic transformation programs across customer service and contact center operations. Driving adoption of GenAI-enabled solutions including Agent Assist and Call Summarization.
Business Transformation Senior Analyst
Dec 2024 - May 2026 (1 year 5 months)
Led operational transformation initiatives focused on efficiency, customer experience, and cost optimization. Supported implementation of AWS-powered Call Summarization and GenAI Agent Assist solutions.
Managed advisor performance across voice and digital channels. Conducted quality reviews using Verint and delivered coaching and performance improvement plans.
Conducted call listening, quality calibration, and feedback sessions. Utilized Verint reporting tools for quality governance and performance management.
Handled billing, retention, product support, and technical support for a UK telecom client.
Supported merchants with operational support, payments, complaints, and relationship management.
Education
Degrees, certifications, and relevant coursework
High School
High School Diploma, General Studies
Completed high school education in 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Arya?
You can contact Arya and 90k+ other talented remote workers on Himalayas.
Message AryaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
