Provided actionable insights and recommendations to improve customer experience across channels (Digital and Contact Center) and departments by creating reports/visualizations and performing data analysis by leveraging statistical tests and predictive models. Developed predictive models to determine drivers of customer detraction and provided strategies to raise Net Promoter Score. Achieved cost savings ($1.5M) through business process improvements relating to customer-centric workflows across channels. Improved IVR ID&V process (success rate increased by 6.5%) and enhanced self-serve opportunities by identifying customer friction points

Managed projects to perform effective Business analysis and validation of Wealth Management – Client Profile applications used by Financial Advisors. Formulated software solution using database queries to validate customer profile information across multiple applications and created proof of concepts to build predictive models using R programming.

Devised solutions by identifying automation opportunities for Operations team and saved 10000 man-hours annually through automation for handling customer requests. Developed dashboards using Excel VBA to monitor and evaluate various statistics/metrics per release for process improvement and increase team productivity.

Created solutions to enable automated validation of Wolters Kluwers Corporate Legal Services and Financial Services applications and to generate periodical reports submitted to Securities and Exchange Commission. Saved 20000 man-hours annually through automation.