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▪ Conducted data analysis with the team to identify trends and patterns in customers’ queries resulting in decreased customer complaints by 37%. ▪ Providing feedback and support to the Operations and Business team on the evolving technological demands of customers. This has resulted in a 29% increase in digital financial adoption.

▪ Worked with the team to track fraudulent swap requests and ensured that the 0.01% daily fraud threshold is maintained. ▪ Managed a process improvement project by using Lean Six Sigma tools to decrease Workin-Progress inventories (WIP), Cycle time and process variability, this resulted in an increase in swap success rate by 32%. ▪ Analyzed data and created interactive visualization reports based on business KPIs, this reduced manual reporting by 2 hours weekly. ▪ Provided support to the Operations, Compliance and Business units on fraud related matters.

▪ Worked with the team to understand business needs of clients and translated those needs into actionable reports using BI tools, saving 8 hours of manual work each week. ▪ Carried out segmentation analysis on client data using RFM and Cohort techniques to reduce customer churn and increase monthly retention rate by 21%. ▪ Extracted data from app reviews on google playstore for clients and performed sentiment analysis to help understand customers’ perception and feedback about their products, this helped to improve product performance resulting in 25% increase in retention rate.