SHYAMAL SHAH

• Led team of eight people to generate credit card interested leads for for Bajaj Finserv – RBL Bank Co-Brand Credit Card through various digital channels Mobikwik Wallet,Bajaj finserv Experia app, Website, Facebook and GDN platforms, Email and SMS.
• Increased digital channel penetration from 15% to 46% in last 3 years using various strategy like service to sale campaigns, cookie based retargeting, customer actions/behavior as trigger point for event based calling, real time calling efficiency for digital hot leads etc.
• Performance tracking of each channel by measuring leads generation, conversion at call center, pick up and QC approved ratio, card embossed, total cost, cost per lead and cost per card on monthly basis.
• Designed and execution of channel attribution model for better lead management , call governance policy formwork to prevent customer escalations on promotional call for credit card business.
• Designed processes like product offering basis on customer vintage, contact enrichment of customers using customer data available in organization and bureau.

• Development of PERL (PNC Educational Refinance Loan) Report (Daily and weekly) using SAS and Tableau.
  Process automation to track PERL applications as well as tracking of the other underlying loans and total student debt on weekly basis, tracking KPIs like Total applications received, booking rate, approval rate, pending rate, decline rate, decline only due to FICO, FICO distribution, Pricing Tier distribution, weighted average current interest rate and weighted average repayment term for ULDR loans, Channel analysis, serial vs non-serial borrowers, customer vs prospect.

· Establishment of automated campaign tracking process to evaluate the campaign performance for pre offer period, during offer period and post offer period by comparing KPI like spend/customer, txn/customer,1 MOB activation rate, active base, ROI/customer of test vs control group.

· Collect this information and put it in campaign tracking template, generate the meaningful insights for future upcoming campaign

· Execution 2.0: Under Campaign Centralization Project; responsible for optimization & automation of current campaign process and migrate it into CI studio from start to end process for Malaysia country

• Negotiation with Tesco suppliers & clients on business requirements, values, directions and day-to-day operational matters
• Improvising processes and creating a positive environment by encouraging the team to deliver quality work
• SME for customer solutions provided to Dunnhumby & Tesco markets of 9 different countries
• Calculation of customer loyalty, customer insights-basket segmentation (basket size, shopping missions) and customer segmentation (loyalty, lifestyles and based on their spending behaviour), frequency of purchase, visits on weekly basis.
• Customer mailing campaigns, campaign's performance evaluation by calculating different metrics like SCR (sales to cost ratio), product uplift, total cost, redemption cost, targeting cost, mal-redemption, category uplift, cell level uplift, adjusted uplift