Mautushi Dutta

Experienced and adaptable individual with a strong work ethic, seeking opportunities in online fraud risk management, training, and customer service. With over 6 years of experience in various BPO functions, I bring a wealth of knowledge and skills to any role. Currently, a dedicated stay-at-home mom responsible for managing a household of four, including two children. I prioritize quality time with my kids and family, guiding them through their initial years of school during the COVID-19 pandemic when most of their studies shifted online. Additionally, I efficiently organize the household schedule on a daily basis and handle all household finances with meticulous attention to detail.

• Awarded a trophy for best quality.
• Awarded for 100% customer satisfaction score
• Awarded for best AHT in the Floor.
• Awarded as best performer of the Team

• TESCO HSC, Fraud Analyst & Investigator (Online Fraud and Loss Prevention), Account reviews and audits, Analyzing & reporting fraud trends, Co-ordination with TESCO stores for regular fraud trend analysis, Training new hires on Fraud investigation., Updating and preparing new process documents as per requirement.
• Dell International Services, Sr. Associate and Collection Expert, Weekly deck preparation for client call., Domain expert, analysis, and thorough Quality check, Mentoring New Hires., Team performance report generation and mentoring.
• Dell International Services, Collection Lead, Managing a team of 7, Weekly client call for Team Matrix Deck, Conducting monthly team meetings to attain Quality Parameters, Process updates to enhance the Team quality and productivity., Collecting & analyzing data in order to continuously improve the core call/task handling process & related support processes., Preparing a user-friendly manual and training document for easy transition.
• Dell International Services, Process Coach, Quality Audit for the Team and coaching the Team/Individual as per audit observations., Preparing quarterly Quality Dashboard based on the QA errors and improvement., Coordination with Business partners for regular process updates and best practice sharing., Updating the existing process documents and learning materials. Also preparing new documentations for evolving processes.
• Mphasis BPO, Senior Customer Service Executive, Inbound calls and customer queries regarding the Payment Instrument., Maintain the AHT to sustain high standards of quality.
• Mphasis BPO, Senior Customer Service Executive, Responsible for Cross-Selling while answering the customer queries., Quality audits for the team, Training & helping new hires to come up the learning curve

• Year of Birth: 1981
• Nationality: Indian