Profile Summary

As A Business Analyst Leader

• Redesigned KPI measurement system by integrating all touch points of a transactions into a single and statistically independent system to measure NPS
• Built predictive business models to improve NPS, arrest customer churn, improve customer acquisition rate, link NPS with internal call quality assurance measurement system
• Classified and clustered customers, products & services to increase cross and upselling probability through predictive and proactive business models of Association Rules
• Converted reactive call evaluation and NPS survey approach to 100% predictive approach using Machine • • Learning. It reduces effort and resources by more than 50% and yields a result with an accuracy as high as 93%.
• Built predictive models to arrest employee attrition rate and improve the quality of selection criteria
• Built call volume forecast models for contact centers using high end time series forecasting techniques. This improves the efficiency of resource planning
• Built customer specific predictive models to utilize hold time by offering products & services of his need. This also increases the cross and upselling with 85% probability of conversion.
• Built interactive dashboards for real time stat and prediction

As A Process Reengineer Lead

• Identified process gaps, measure the existing performance, analyze and validate the causes statistically, optimize the resources to meet different levels of targets.
• Built a performance score card to allocate optimal resources in contact center environment
• Reduced operational cost and translate cost center/functions into revenue center/functions
• Drove high impact Lean and Six Sigma projects to minimize the variation and defects to improve the bottom line
• Reduced inventory, wait time, average handling time and extended cost to the business

As A Quality Assurance and Training Leader

• Deployed Quality Assurance function at 15+ existing and new centers across India and Africa
• Built, trained and deployed and led large teams of QA, Training and Process Re-engineering
• Developed robust performance measurement system for cross-functions
• Expert in coordinating and collaborating with stakeholders for driving projects
• Enabled employees through role specific skill set has been my priority to build sustainable business strategies.

Domain

• Banks
• Telecom
• IVR and CRM Platforms
• Mortgage/Loans
• Supply Chain & Logistic
• Material Inventory Cost Optimization

Education, Trainings & Certifications

• Lean Six Sigma Black Belt from Six Sigma Alchemy, Mumbai
• Post Graduate Program In Business Intelligence & Business Analysis (Data Science) from Great Lakes Institute affiliated to University of Texas at Austin
• Bachelors in Business Administration
• Master in Business Administration
• 3 Year Degree in Hotel & Tourism Management
• QMS ISO 9001 Lead Auditor Certification from German Cert