Rajat Gupta

Results-driven Senior Data Analyst with 6 years of experience in credit card analytics, consulting, and data-driven decision-making. Proven ability to enhance customer experience, process efficiency through data-driven recommendations. Adept at collaborating with cross-functional teams and stakeholders to deliver impactful business solutions. Skilled in leading high-quality projects, ensuring stakeholder-ready presentations, setting clear goals, providing benefit estimations, defining workflows, and coordinating timelines to support effective decision-making. Seeking a full-time position in a learning-enabled environment focused on analytics-driven solutions and strategic decision-making for complex business challenges.

Role : Manager, Customer Insights Analytics | Company : Synchrony Financial  (Dec 2022 - Present)

Project 8: Impact estimation by CIT ("Change in terms")  for revenue loss due to cap on late fees by CFPB  | US Credit Card Business | SQL, SAS

• Developed logic to curate control groups for A/B testing, enabling comparison with test groups to identify deviations resulting from the rollout of new initiatives and measure their impact effectively.
• Collaborated with stakeholders to understand requirements and develop logic for capturing instances of APR increases, Penalty APR, Trailing Interest, Statement Fees, Promo Fees, NSF, and cash/merchandise transactions subjected to APR adjustments, ensuring accurate tracking and analysis.
• Collaborated with the DWH team to develop and implement logic in the data warehouse, ensuring seamless data structuring for enterprise-wide analytics consumption and actionable business insights.

Business Impact: Enabled the leadership team to track key performance indicators (Monetary Metrics, Operational Cost, and Experience Metrics) by monitoring control vs. test groups and assessing the impact of each initiative, ensuring data-driven decision-making and strategic insights.

Project 7: Impact of Customer Experience on Card Holders leveraging OFF US Segmentation and NPS Economics | US Credit Card Business | SQL, SAS, Python

• Analyzed customer behavior on U.S. Spend & Revenue compared to SYF in pre and post-periods, identifying trends and insights to enhance customer experience and quantify the revenue impact driven by behavioral shifts
• Analyzed the impact of authentication declines on NPS, assessing the effects of in-store and online authorization declines to identify pain points and enhance the customer experience.
• Analyzed the impact of complaints on sales, identified key card closure reasons, and enabled VoC (Voice of Customer) to accounts connections to drive actionable insights and improve customer retention strategies.

Business Impact: Promoters generate more value to business where they bring more revenue and spend while cost of serving is minimum. Detractor Spend more with other credit card based on US Bureau Data.

Project 6: Lost and stolen experience analysis: days to deliver new card, card activation methods and turnaround time, repeat caller analysis  | US Credit Card Business | SQL, SAS, Excel, Story boarding

• Analyzed channel of reporting lost and stolen, client wise turn around time for new card and repeat callers for new card along with fraud, authentication decline online vs instore impacts for reporting lost and stolen

Business Impact: Supporting the digital first trend, every call prevented for lost and stolen benefited $5 and card holder with less TAT had better experience

Project 5: Development of Analytical Dataset for various customer contact points through IVR, WKS, IVA, Echat, Digital | Retail and PSCC Clients | SQL, SAS

• Designed and developed pipeline for datamart leveraged to understand crossover analysis, customer complaints and pillar goal to support digital innovation
• Used to understand various metrics like call index, digitally active customers, top reasons for contact, crossover on customer journey friction

Role : Senior Decision Scientist | Company : Musigma (Apr 2020 - Dec 2022)

Adhoc:  Resoved 40+ Jira isuse that covered issue from pipeline breakdown ,Business logic change and Insights Generation on important business metrics 

Project 4: Development of Models of Model Framework | Fortune 300 Airline company | SQL,

• Designed and developed a architecture for data mart that will be a single source of truth for all the prediction model

Business Impact: Improved downstream dependency of Models in the organisation and one source of truth for predicted metrics

Project 3: Development & Operationalize TNPS (Trip net promotor score) model

Fortune 300 Airline company| SQL, Alteryx, Python, Machine Learning, Data Engineering, Exploratory Data Analysis (EDA)

• Developed & Operationalized 2 independent models to predict the promotor percentage month-wise across different departments

Business Impact: The model prediction is being consumed effectively by the Financial Planning & analysis team for deciding Management short term incentive(MSTI) month-wise

Project 2: Development & Operationalize VTO model

Fortune 300 Airline company| SQL, Alteryx, Python programming, Linear regression, Data Engineering, Exploratory Data Analysis (EDA)

• Conducted end to end EDA (Univariant Analysis, Bivariant Analysis, Feature Engineering, Feature Selection, Data Cleansing) on the employee data
• Developed & Operationalized 3 independent models to predict the count of employee month-wise across different departments who are leaving the organization voluntarily

Business Impact: The model along with the metrics (100+) are being consumed effectively by the Financial Planning & analysis team for budget- planning and resourcing quarter-wise

Project 1: Development of Metric Monitoring and Model accuracy framework Fortune 300 Airline company | SQL, Python,Alteryx, Statistics

• Designed and developed the Metric Deviation Monitoring (MDM) and Model Accuracy Monitoring (MAM) framework that feeds into a Tableau Dashboard for governing the model drivers and outputs across models.

Business Impact: The model has been scaled to monitor 15+ models and calculates 1000+ metrics. It is used by more than 3 departments and 20+ stakeholders. It has reduced manual efforts and helped the clients to take faster business decisions

• Driven (Synchrony Stars) - Cash-advanced amount research : Awarded by Todd Bishop
• Team Engagement (Synchrony stars) - Cross functional collaboration: Awarded by Nasim Khoshkhou
• Impact Award (Mu Sigma) - MDM framework build and scale
• Spot Award (Mu Sigma) - Consistency and Quality delivery of ticket ads