Identifying the scope of analytics project and develop model that can be implemented across business units
Lead a 6 member research team and 3-4 stakeholders involved in projects
Consulting Analytics (Telecom): Recommend strategies to improve customer satisfaction (OPVi) score by analysing both structured & unstructured data, applying learning algorithm and text mining in R
? Identifying the scope of marketing and customer project and develop model that can be implemented across business units
Project - Consulting - Telecom Networks
• Role – Team Lead , 6 member consulting team and 12 stakeholders involved in projects across globe
• Client – Alcatel Lucent
• Duration – 4 months
• Implementation – Global, phase wise
• Problem – Basis a global survey on suppliers and customer feedback and ratings on 95 parameters, client wants to know how can the satisfaction of customers and suppliers be improved
• Solution
o Recommend strategies to improve customer satisfaction (OPVi) score by analysing both structured & unstructured survey data and applying learning algorithm and text mining
o Segment customers and provided strategy for each segment that could improve the customer satisfaction to 25 - 30%
o Did outlier studies to help formulate holistic strategy framework
• Description - In this project, we segment customers and suppliers basis ratings and identify the most important and significant factors impacting satisfaction keeping top down and bottom up approach and finally we sync up the structured data analysis with unstructured data analysis based on Text Mining as triangulation which is further confirmed by the latest literature on the subject brought out by Harvard Business Review
• Algorithm
o Topic Modelling , Word Cloud, Bar Cloud, Frequent Item, Sparse Matrix, Natural Learning Process, Text Mining, Document Term Matrix
o Research such as Harvard Business Reviews, other Journals and articles
• Reporting – Used Power BI for the graphics and Visualization of output and project flow designs
• Ongoing Support and Monitoring of Customer Model Performance – Every 6 Months
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