Project Manager Customer Experience

UMESH KHATRI +1-832-***-****

Project Manager - Analytics *************@*****.***

With over a decade of experience in Analytics, I possess expertise in the domains of energy, marketing, campaign management, customer experience, and hospitality. Additionally I bring over 5 years of valuable experience in both people management.

Work Experience

Project Manager, EXL Service

Jul 2015 – Present, Houston, USA (Till May ‘22 - Gurgaon, India) Managing a diverse portfolio of projects ranging from $500K to $1 million, leading a team of 10+ professionals. Key accomplishments include:

Spearheaded the design and implementation of a forecasting model for the Supply Chain team, providing insights into annual projection of $80 million

Developed and maintained a Business Intelligence (BI) report, providing operations with in-depth analysis capabilities resulting in significant monthly time savings of approx. 1000 hours

Conducted regular client engagement sessions to identify process gaps, understand requirements, and deliver tailored solutions.

Engineered propensity models to assist on-field engineers in prioritizing energy theft visits delivering cost reduction by 5% on yearly basis

Formulated methodologies to optimize the generation of probable theft leads.

Streamlined and tracked various Business-As-Usual (BAU) activities through the development of BI dashboards.

Led the Propensity Modelling team, overseeing the creation of BAU models for the marketing team and conducting ad-hoc analyses.

Innovated a model monitoring tool to assess the usability of existing models, facilitating the planning of future campaigns for improved Return on Investments (ROIs).

Devised a model mix framework to optimize new marketing campaigns in the absence of historical data.

Developed an Excel Macro-based price reconciliation dashboard for enhanced financial management.

Implemented a matching propensity model to identify the right mix of test and control samples for new campaigns.

Created propensity models for up-sell, cross-sell, churn, or acquisition based on previous campaign data. Analyst, WNS Global Services

Aug 2013 – Jul 2015, Bengaluru, India

Developed predictive models as a part of drivers analysis using survey data

Other ad-hoc analyses included performing data mining, cluster analyses and other statistical analyses DB Specialist, Fidelity Investments

Jul 2012 – Aug 2013, Bengaluru, India

Estimation of Retirement Benefits

Education

M. Sc. in Statistics, Jul 2010 – Jun 2012

Central University of Rajasthan (CGPA: 7.46/10)

Skills

Technical

R/Python

SQL - Oracle, MS SQL, Hive SQL, SSIS/BIDS

Teradata

SAS EG/base/E-miner

Power BI / Tableau / Excel Macro

Modelling

Statistical/Predictive/Propensity

Linear/Logistic/Non-linear Regression

Random Forest/Decision Trees/ XGBoost/

Machine Learning

Model Monitoring

Time Series Analysis/Forecasting

Hypothesis/ AB Testing

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