February 2014 — December 2015
o Contact and complaint analysis (for an energy leader based in UK)- Analyzed the contact and complaint behavior of customers with respect to different events and check their satisfaction levels by NPS scores given
o Customer satisfaction Analysis- Analyzed how the satisfaction of a customer relates to their behavior and organizational events combined and hence to effectively make changes so as to make least changes in customer satisfaction levels
o Complaint Propensity Model- Calculated the propensity of a customer to complaint on the basis of his/her attributes and organizational journey and hence be able to predict and take proactive measures to prevent the same
o Digital Transition Model : Invited to client location in London(England) for 3 weeks to set up a robust model in order to improve the digital experience of customers and increase digital engagement.