Key Accomplishments across multiple industries
Relevant Accomplishments include:
Fortune 500 Financial Services Company
- Provided thought leadership and lead the development of business requirements and functional design for multi-product enterprise IVR applications.
- Developed an enterprise class web-based solution to track marketing campaigns and tactics across multiple channels.
- Developed a pricing repository with a rules-based loan pricing engine and real-time transactions to the acquisition desktop systems.
MBNA/Bank of America
- Delivered detailed analytics on specific profitability levers and enabling yield management on a $180 billion consumer card and small-business loan portfolio.
- Designed IVR solutions (outsourced) to route the most productive calls to specialists while directing the others to an automated queue. Annual expense savings: $22.5 million.
- Analyzed credit-card payment trends and developed a Customer Segmentation model that was used to market to more than 64 different customer groups based on their purchasing behavior. This Customer Segmentation methodology is now a foundational component of the company’s analytic infrastructure.
- Tracked and understood cash and retail marketing efforts across multiple channels. Developed a solicitation-history data mart that improved targeted marketing and reduced annual marketing expense by $5 million.
- Designed desktop applications enabling 3,000 concurrent users in 14 U.S.-based call centers to generate upwards of $45 billion in balance transfer transaction volume per year. These applications also delivered efficiencies that consistently decreased unit cost by providing relevant, real-time decision-making information, resulting in a 4.7% increase in agent productivity on a year-over-year basis.
- Introduced MBNA’s first CRM solution and deployed it across the marketing call centers, enabling agents to cross-sell numerous add-on products and services.
We built on our success after forming Cordjia in 2007 by helping one of our portfolio companies, GOLIATH Solutions, redefine and develop the next generation of its retail-analytics solution. CTS delivered a state-ofthe-art analytic environment that collects, organizes and processes in excess of 10MM transactions a day and generates a set of visual dashboards that provides critical insights into consumer-buying behavior for purchasing managers at such retailers as Walgreens and product managers at such consumer packaged goods companies as Proctor and Gamble and Johnson and Johnson.