Data Solutions That Deliver Results
Here are just a few examples of high-impact, scalable data products I've delivered with exceptional result
Proven Track Record
Call Center Insights And Analytics
Call Volumes (Inbound and Outbound)
Speech Analytics (Sentiments, Topics, customer satisfaction, NPR etc.)
Interactive Voice Response (IVR)
Service Level Agreement Compliance
Average Handle Time (AHT)
First Call Resolution (FCR)
Call Reason
Average Response Time
Call Segmentation (Intro, Transfer, Consult, Abandoned, Voicemails)
Case Volumes (Received, Completed)
Average Speed of Completion (ASC)
Service Level Agreement Compliance
Financial Vs Non Financial Cases
Case Escalation Rate
Case Volume by Type(Mail, Fax, Online enquiries)
Case Completed Rate
Case not Completed Rate
Service Excellence Rating (SER)
Work type Proficiency
Case Processing Insights And Analytics
Built and launched a comprehensive Call Center Data Mart from the ground up, continuously enhancing it with new features as they were rolled out in the call center system. This data-driven approach enabled accurate trend analysis and forecasting, optimizing staffing practices and providing critical insights to address key business questions surrounding call center operations with overall savings of over $1.5MM. Here are a few key KPIs that are consistently driving business value.
Built a Data-Driven Case Processing Solution. Designed and implemented a data mart, enabling advanced analytics, process optimization, and cost reduction. Revolutionized Case Processing by accelerating case resolution, improving resource allocation, and significantly reducing costs. Engineered a Scalable Data Mart by implementing a robust data pipeline, integrating multiple sources to deliver actionable insights and drive business performance with approximate savings of over $1.2MM.
Proven Track Record
Email Insights and Analytics
Optimized Email Operations. Built an email data mart to analyze email volume and improve workflow efficiency. By integrating diverse email data sources, I enabled detailed reporting, trend analysis, and data-driven decision-making, resulting in a $400K increase in value. Key KPIs include:
Email Volumes
Email Resolution Time
Average Time to Close/Resolution
Service Level Agreement
Financial Vs Non Financial Cases
Email Escalation Rate
Email Backlog (Unresolved Emails)
First Completion Rate (FCR)
Escalation Response Time
Bounce Rate
Agent and Scheduling
Agent Conformance (Phone, Processing, Email)
Agent Adherence Rate (Phone, Processing, Email)
Production Vs Non Production Time
Scheduled Hours
Adherence hours by Channel
Agent Productivity By Channel
Adherence to Schedule
Forecasting by channel
Absenteeism and Attrition Rates
Optimized Workforce Management. Developed a data-driven solution that integrated diverse data sources to improve performance tracking, resource allocation, and workforce optimization. This resulted in approximately $1.4 MM impact through reduced scheduling conflicts, enhanced agent performance, and data-driven decision-making.
Proven Track Record
Accounts and Financial Transactions
Enhanced Accounts and Transactions data products. Implemented series of feature additions empowering better analytics and reporting in Accounts and Transactions data. These updates improved data accuracy, consistency, and integration with other data products facilitating faster and more informed decision making. Key KPIs include:
Assets Under Management (AUM)
Assets by Fund Account
Average Fund/Account Balance
Investor/Advisor/Advisor Assistant
Financial Transactions Volumes
Non-Financial Transactions Volumes
Transaction volume by channel (Phone, Case, Web)
Transaction Volume by Client Type
Web/Digital Analytics
Web Registered Client Volume
E-delivery opt ins
Full Service Clients Web Activity
Web Financial Transactions Volume
Web Maintenance Transaction Volume
Web to Phone transfer Volume
Client Web Activity and Journey
Optimized Web and Digital Analytics. Assessment and enhancement of web data mart to provide comprehensive analytics on user engagement and transaction history. The solution tracks key metrics on customer's web engagement and delivers actionable insights to improve user experience to optimize web performance and drive business growth.
Proven Track Record
Speech Analytics (AI)
Built a speech analytics solution using AWS services to analyze call center recordings. Transcribed audio into text and applied advanced NLP techniques to extract insights into customer sentiment, topic identification, business term recognition, and compliance adherence. This solution improved customer satisfaction, operational efficiency, and regulatory compliance.
Hourly Electrical Energy Output (PE) Prediction
Built an advanced machine learning model to accurately predict hourly electrical energy output of a power plant with multiple generator types. This model empowers optimized energy scheduling, improved grid stability, and enhanced operational efficiency with projected savings of $1.8 MM for the business.
To address inefficiencies in call center operations, I developed a machine learning model that accurately forecasts call volumes and optimizes staffing levels for an e-commerce client. The model leverages historical call data, seasonal trends, and other relevant factors to predict call demand with high precision. By providing actionable insights into staffing requirements, the model helps balance call center resources, ensuring we avoid both understaffing, which leads to long wait times and customer dissatisfaction, and overstaffing, which results in excessive operational costs. This solution has significantly improved staffing efficiency, reduced wait times, and enhanced overall customer satisfaction, directly contributing to cost savings and improved service quality.
Call Center Forecasting (ML)
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