o Conducted a clustering analysis on the stores for a particular type of product and thereby recommended the group of products that are supposed to perform well within the clusters and also defined the characteristics of the stores in the cluster o Profiled stores on the basis of the store type, geographic class, ethnicity and affluence of the customers etc. o Created an algorithm for the clustering analysis and also for the indexing of the metrics that helps in scoring the performance of the product groups. Created an automated tool that would take the outputs of the clustering analysis as inputs and help the users in visualizing the results o Worked with the product assortment data and created reports tracking metrics which helped the business partners in evaluating the newly implemented product assortment in stores lg...Expand

o Assisted business partners in understanding customer call patterns to drive containment and improve overall service levels of the contact centre o Identified opportunities to improve call routing process by finding out transfers within the IVR service and reasons for the re-routes o Created interactive visualizations to enable business owners to perform deep dive analysis on IVR and ISR performance o Assisted business partners in conducting a test and control experiment in order to understand the impact of implementing Virtual Hold Technology on Contact Centre operations o Helped business partners in identifying High Frequency callers and understanding their impact on the call volumes, service levels and transfer rates o Identified the effect of internal transfers within ISRs on the estimated wait time (EWT) provided to callers and thereby calculated the EWT accuracy lg...Expand