Customer Service Insurance

ATUL KAKKAR

**** ****** *******, ******, ** ***** • Tel: 714-***-**** • ****.******@*****.***

PROFILE

Creative, goal oriented strategy consultant with Fortune 500 client experience.

Expertise in: Marketing Campaign Design, Comparative and Competitive Analytics, Customer Segmentation Analysis,

Root Cause Analysis, Strategic Solution Design, Strategic Roadmap Development.

Key Clients Include: Microsoft, State Farm Insurance, Farmers Insurance, Wells Fargo, United States Postal Service.

EXPERIENCE

2006 2009 ACCENTURE – Customer Strategy Practice LOS ANGELES, CA

Consultant

Developed innovative and differentiated strategies to help clients improve their operational efficiency, increase

customer satisfaction, drive growth and strengthen competitive positioning.

Web 2.0 Marketing Strategy for a Fortune 50 Technology Company

• Assessed the impact of various Web 2.0 technologies on consumer engagement; recommended the use 5

technologies and incorporated a comprehensive roadmap into the clients yearly marketing plans.

• Prepared presentations to facilitate socialization of roadmap to various groups within the organization

including: Marketing, User Research and IT.

Online Customer Experience Improvement for the Largest US Auto Insurance Company

• Crafted and fielded a survey to segment online insurance shoppers by needs and preferences.

• Identified a $20 Million revenue opportunity through website enhancements.

• Supervised a 3rd party graphic design team in the creation of a prototype web site with new capabilities,

features and a simplified quote process; solution was nominated by Accenture as “most innovative”.

Strategic Solution Design for a Large Financial Services Client

• Created a root cause analysis framework for the Accenture team to identify potential operational issue areas;

successfully identified 15 high priority areas of focus.

• Designed 8 solutions to improve operational efficiency; created a corresponding strategic roadmap to highlight

solution release plan.

• Facilitated client workshops to share strategic roadmap and to convey solution impact on daily operations.

• Formulated a benefits case of $44 Million by estimating improvements in customer acquisition and retention.

Loyalty Analytics for a Fortune 100 US Bank

• Analyzed the impact of retail banking processes on the client’s customers using a multiple regression analysis.

• Managed all data analytics deliverables and prepared executive level presentations to highlight findings.

• Developed optimized customer experience strategies for the client’s various customer segments, projected a

15% improvement on key metrics.

Competitive Intelligence and Roadmap Development for a Large US Government Entity

• Conducted an analysis to identify where the client’s customer service capabilities lag across all customer touch

points against comparable cross industry companies.

• Produced a comprehensive 3 year roadmap with various technical and strategic projects to help improve multi

channel effectiveness and strengthen competitive positioning.

2005 2005 BROADCOM COPORATION – Finance and Financial Systems IRVINE, CA

Spring Intern

• Audited corporate applications and processes to maintain integrity of financial reporting databases.

• Provided data to financial analysts to develop accurate forecasting and analysis.

• Created new training procedures to streamline the on boarding process for future interns.

EDUCATION

University of California, Irvine – Graduated: June 2005

Bachelor of Arts in Economics, Minor in Business Management.

PERSONAL

Fluent in Hindi; Enjoy Basketball, Golf and No Limit Texas Hold ‘Em Poker.

Contact this candidate