Customer Service Management
Resume:
SHRAVAN K. KOTHA
Westlake, OH 44145
440-***-**** *******@***.***
CAREER PROFILE
Senior Management and Leadership Role with multiple organizations including Consulting, Financial, Retail and Manufacturing leading Enterprise Business Intelligence (BI) and Analytics, Big Data, Data Warehouse and Data Marts. Highly effective principal for implementing full life cycle business intelligence reporting and analytics, KPIs and metrics, executive dashboards, balanced scorecards, information governance and process re-engineering through integration of people, processes, technology, data and analytics. Intelligent and pragmatic leader recognized by external organizations (Analytics Laureate by INFORMS, Harvard Business, MIT and AIB) and internal organizations (Command Performance, Red Jacket) for leading-edge thinking, achieving focused results and creative solutions with emphasis to accelerate analytics and enhanced bottom line results. Highly qualified with multiple Masters Degrees including Industrial Engineering from IIT, MBA, Masters in Operations Research and graduate diploma in Banking.
Enterprise BI, Analytics and Governance
Enterprise Data Warehouse and Data Marts
Big Data, MPP, In-database, In-memory
Data Analysis, Modeling and Mining
CRM Analytics and Reporting
Internet of Everything (IoE)
Corporate KPI, Metrics and Measures
Six Sigma and Process Re-engineering
Sales, Service and Marketing Analytics
Risk Management and Financial Analysis
Project Management, SDLC and SOX
Outsourcing/Offshore/Onshore
PROFESSIONAL EXPERIENCE
Fifth Third Bank, Ohio 2016 – Current
Vice President, BI and Analytics
Responsible for BI and Analytics operations, program management, information architecture, business analysts, data architects and data models, BI and Analytics solution developers and report specialists.
Customer Excellence: Execute critical strategic and compliance projects on time and within budget. Trusted partner and improve transparency with business and technical partners. Provide solutions to business challenges by demonstrating true insights to business needs.
Talent Optimization: Optimized talent and team engagement to achieve desired business outcomes while managing risk as well as developing BI and Analytics Assets
Technology Leadership: Established strong quality culture; coveted business partner for BI and Analytics tools, application and process; manage and continuously reduce technical debt; participate and implement Data Governance, Metadata and Big Data tools.
Well Managed: Quality improvement, Data Quality, Center of Excellence/Operational Excellence, Support Body of Knowledge, Incident and Release Management Standards.
Wal-Mart, Bentonville 2011 – 2015
BI and Analytics Enterprise Solutions Architect, Information Services Division
Responsible for BI and Analytics Information Architecture, chairman for BI and Analytics Project Review Board, executive member of Program Architecture Group Executive Board and Global Enterprise Architecture Forum.
Defined, designed and implemented BI Project Review Board for effective deployment of BI and Analytics programs/projects, standardize tools and reduced 10 - 40% project time and total tools costs.
Evaluated Supercenter 2020 capabilities from Business Strategy perspective, Informational and Technology needs integrating with Application Strategy and Future Programs and defined roadmap for delivery of future services.
Led, recommended and approved API Platform to enhance web services provision for customer facing, mobile application and reduced deployment time for APIs over 10 - 95%.
Evaluated Internet of Everything (IoE) for store management to improve on-shelf availability, associate staffing optimization, analysis of shopper path, improve customer experience, and enhance marketing capability.
Directed and implemented enterprise KPI methodology for simplification; re-purpose time of resources from coding and execution to business interpretation and reducing project delivery over 10 - 40%.
Led and executed Data Exploration and Visualization tools for Big Data, EDW and DM for self-service.
Principal architect to define and manage BI and Analytics future state, current state, gaps, roadmap and implementation plan to reduce capital and operating expenses over 20%.
Key member for fulfilling Big Data, Data Quality, Master Data, Data Governance and other Programs to enhance information management architecture.
Managed and provided effective solutions for Logistics, Store Management, Compliance, Merchandize and Transportation to enhance the information value for business managers, analysts and senior management.
Responsible for information architecture review of program and project for Walmart Enterprise to reduce TCO over 20%.
Defined and implemented for Analytical Data Warehouse and Analytical Data Mart to provision self-service and effective business solutions for various informational needs.
Leverage in-memory, in-database, Massive Parallel Processing (MPP) and other newer technologies for business needs and simplify data consumption for exploration, pattern recognition, visualization, analytics, and BI.
Completed multiple internal programs that included Carnegie Mellon Architecture Program, Walton Institute Management Program, Dale Carnegie, Agile Project Management, and QC.
IBM, Global Business Services, Cleveland 2009 – 2011
Managing Consultant, Business Analytics and Optimization
Actelion, Pharmaceutical Organization, San Francisco, CA:
Information Governance Consultant: Provided thought-leadership and strategy supporting future-state Information Governance Modules for Security, Privacy, Compliance and Policy Modules. This included Center of Excellence (COE) swimline for multiple processes to manage risk, enhance compliance and promote enterprise BI and Analytics
AIG, Property, Casualty and Life Insurance Organization, New York:
BI and Data Governance Consultant: Defined and recommended COE Reporting/Analytics and Data Governance Strategy for enterprise financial SAP COE to add value by reducing TCO and promote enterprise best practices.
Pacific Gas & Electric, Utilities Organization, San Francisco, CA:
BI and KPI/Metrics Consultant: Defined, recommended and prioritized auditable sets of metrics, measures, KPI's and performance targets for the Smart Meter Operations Centre (SMOC) organization resulting in to improve process efficiency enhance data quality, improve revenue protection and vendor management.
Nationwide Insurance, Insurance Organization, Columbus, OH:
Enterprise Data Governance (EDG) and BI Consultant: Performed EDG current state assessment, defined target state and future state capability. Listed, described, and provided timeline EDG initiatives to promote enterprise information, formalize processes/procedures, defined standard stewardship roles/responsibilities to enhance DQ.
Actelion, Pharmaceutical Organization, San Francisco, CA:
BI Strategist and Data Governance (DG)Consultant: Provided thought-leadership and strategy for a future-state BI Competency Center and DG/BI Council organization team model, roles, and responsibilities that included a 3 year road map and BI Competency Maturity Model. Recommended and executed metadata tool to share data and enhance data quality and single version of truth. Implemented best practice discipline to eliminate overlap/non-value added reports.
American Express, Credit Card Organization, New York, NY:
Data Governance and Process Consultant: Defined, designed and completed Data Governance Process Modules. Defined, designed and recommended Metadata Loading Process Tool using SharePoint/Excel. Partner in the design and approach of DG components: a) Metadata b) Data Quality c) Data Decision d) Stewardship Matrix e) Information Stewardship Office Reporting and f) Communication.
Sun Trust, Financial Organization, Atlanta, Georgia:
BI Organizational Transformation Consultant: Recommend Analytics and Information Management organization design to enhance the operational reporting and analytics capabilities by consolidating resources and activities, standardizing processes and data definitions, and streamlining the effective management of BI data assets to enable $195 million run-rate uplift, grow primary relationship and manage costs.
Asset Acceptance Capital Corp., Warren, Michigan (Financial Institution) 2007 - 2009
Director of Information Services, Data and Information Management
Led the development and deployment of data warehouse, data mart and BI analytics to strengthen revenue and managing expense, enhance contribution and managing risk.
Solution architect for SAS Revenue Recognition Model to reduce analytics/reporting time over 95%.
Outlined, designed and implemented Call Management One solution to enhance collections by 15%.
Data and solution architect for Marketing/Operational Models using SAS/COGNOS lowering analytics time 40%.
Organizational transformation to integrate BI, Data and Information Management reducing 30% personal costs.
Implemented SDLC, Project Life Cycle, and Project Prioritization to promote COE practices.
Directed development and implementation of Operational Data Store (ODS), EDW, and Data Marts for self-service BI and Analytics.
Improved BI reporting and analytics environment and eliminated 70% of the non value reports.
Key Bank, Cleveland Ohio (Financial Institution, Asset Size $96Billion) 1982– 2007
Senior Vice President, Enterprise BI and Analytics, CRM (2005 -2007)
Directed, managed and implemented the development and deployment of CRM analytics and BI software tools to align tactics and strategies measuring performance against strategic goals.
Implemented enterprise CRM BI including sales and marketing analytics to generate $90 million in revenue.
Designed and implemented executive dashboard to measure and improve Siebel CRM sales effectiveness by 15%.
Recommended and executed effective BI tool migration solution for lowering 50% human resource cost.
Outsourced BI models maintenance off-shore/on-shore, resulting in 60% savings in staff expenses.
Senior Vice President, Business Intelligence and Analytics, Community Banking (2000-2004)
Single source of contact for BI and Analytics needs. Collaborated cross-functionally to execute client strategies and adding greater value for EDW, Data Marts, Data Governance, Marketing Analysis; Activity Based Costing(ABC), Risk Analysis, and Customer Profitability initiatives.
Partnered with multi-disciplinary staffs to implement Enterprise BI committee that promoted best practices, standardized enterprise tools and solutions in lowering 20% of total cost.
Engineered and implemented 360 degree view of customer BI model that proactively defined business initiatives for augmenting new customers, retention, new client on-boarding and organic growth.
Standardized BI models to manage multiple lines of businesses, identifying low business contributors and eventually exiting them for increasing ROE.
Led, defined and implemented Siebel sales information management system that identified sales training needs for enhancing revenues, increasing cross-sell, improving customer service and increasing conversions over 15%.
Vice President, Decision Science, Retail Banking (1996 -1999)
Led and developed focused quantitative and qualitative methods to support implementation of corporate strategies and initiatives.
Integrated data from multiple sources for implementing COGNOS analytical models for entire lifecycle of loan and deposit products, enabling multiple staff members to effectively manage portfolios, leading to the approval of corporate wide EDW and Data Marts deployment.
Implemented mystery shopping program and integrated with client satisfaction survey for holistic view of total client satisfaction index, resulting in 8% increase in total client satisfaction index.
Partnered with line of businesses and support groups to create a more cost-competitive and accountable span of control, reducing 12% in human resource expense.
Identified and implemented strategies as part of community banking leadership role for “Perform, Excel and Grow” corporate initiative, resulting in over $10 million of savings.
Manager, Decision Science, Client Relations (1992-1995)
Directed and oversaw performance management metrics program and executive dashboards for productivity and customer service improvement, incentive, information knowledge, budgeting and financial analysis for 1,300 branch network.
Designed and executed “Service Excellence Management System” that strengthened re-engineering efforts, enhanced service levels, process enhancements and reduced $98 million in personnel cost over 5 years.
Collaborated with lines of business and provided information knowledge about customer perception of service, resulting in key initiatives that impacted improvements in client satisfaction score of over 8%.
Defined and implemented branch capacity COGNOS PowerPlay scorecard model, resulting in better coaching and matching of staff and 12% increase in sales effectiveness.
Standardized key performance indicators for marketing, channel management, fee collection, sales referral, employee turnover, customer wait time and productivity, resulting in 10% to 125% improvements in various key performance indicators.
ADDITIONAL EXPERIENCE
Industrial Engineer/Operations Research Analyst: Bud Industries; Ardac; George Kleine News Co.
EDUCATION
Graduate Program in Banking, University of Delaware, Stonier School of Banking, Delaware
MBA, Finance and MIS, Case Western Reserve University, Cleveland, Ohio
MS, Operations Research, Case Western Reserve University, Cleveland, Ohio
M. Tech, Industrial Engineering, Indian Institute of Technology, New Delhi, India
B. Tech, Mechanical Engineering, Jawaharlal Nehru Technological University, Hyderabad, India
TECHNICAL SKILLS (# of years)
SAS(15), SAS Enterprise Guide(5), SAS Enterprise Miner(5)
OBIEE (5) COGNOS(15), BO/Crystal(5), Hyperion (5), MicroStrategy(5), Actuate (3), Microsoft (5)
Teradata (5), DB2 (5), SQL(5),SPSS(5), PROLOG(3),ILOG(3), GPSS(3), WITNESS(3), LINPRO(3),
Microsoft Project (15), Excel (15), PowerPoint(15), Visual Basic(3), and Mainframe (15)
PUBLICATIONS
KeyCorp Service Excellence Management System - Interfaces
interfaces.journal.informs.org/content/26/1/54.abstractby SK Kotha - 1996 - Cited by 7 - Related articles... to main page content. informs.org Join INFORMS Self-Service Center ... Management System. Shravan K. Kotha,; Michael P. Barnum and; David A. Bowen ...
Franz Edelman Laureates: Class of 1995 - Institute for Operations ...https://www.informs.org Franz-Edelman-aureates-Class-of-1995CachedINFORMS® Online INFORMS® Online - Institute for Operations Research and the Management Sciences Home Join ... Laureates: Shravan K. Kotha, KeyCorp ...
Key Increases Its Business Intelligence - Bank Systems & Technologywww.banktech.com/core-systems/key-increases-its 14701349Cached... the loan," said Shravan Kotha, senior vice president for decision science at $83 ...PowerPlay, which draws information from relational databases to model and ...
The Intelligence Factor - Bank Systems & Technologywww.banktech.com/business-intelligence/the-intelligence 57300699CachedJan 7, 2005 – ... The Butler Group, OLAP, KeyCorp, Cognos, PowerPlay, Shravan Kotha, Leo Tucker, Basel II, Sarbanes-Oxley, Canandaigua National Bank, ...
Information Week Fall Conference2006,"Outstanding Customer Service Starts With the Right Tools" A Financial Services Industry Case Study, Speaker
http://www.questia.com/library/1P3-11198895/measurement-improvement-and-management-of-branch
The Journal of Bank Cost & Management Accounting, NABCA, 1997, volume 10, Number 1 and Number 2, Branch productivity and customer service measurement system (part 2).
Stonier School of Banking Thesis, Branch Productivity and Customer Wait Time Models in 1994 was awarded library status and placed at the following libraries:
The Stonier School of Banking Library – Delaware
Harvard University, Graduate School of Business Administration
Baker Library, University of Delaware – American Banker Association
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