Sakshi Drolia

•⁠ ⁠Interpreted untapped complaints data to recognize vulnerable risks, lacking controls, and on-rising risk themes, enhancing operational risk mitigation activities.
•⁠ ⁠Automated generation of monthly insights for all business lines to identify potential losses, failures of controls, and indicative risks for stakeholders.
•⁠ ⁠Developed predictive models from past issue trends to forecast and manage operational risks ahead of time.

•⁠ ⁠Created a VBA keyword search system ("Count Word") to process descriptive data, where the manual review effort is greatly minimized for the team.

• Reengineered retail business financing procedures to minimize customer attrition, allowing retention of $2B of year-end balances.
• Reoriented lead generation and adopted omnichannel communication strategies to increase customer engagement.
• Identified and executed Bill Pay adoption opportunities, resulting in retention of $160M in balances and higher engagement.
• Constructed and updated dashboards to track customer conversations throughout early lifecycle phases and various channels.
• Performed profitability analysis of premium card segment customers to inform targeted growth initiatives.
• Received Gold and Silver awards for leadership for excellence and business impact within 2.5 years.