Summary
Overview
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Education
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Certification
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SHAJI DEEN

SHAJI DEEN

Riyadh

Summary

Senior Data Intelligence Expert with extensive experience at Saudi Telecom Company, utilizing data mining and predictive analytics to increase collections by SAR 60M. Proficient in campaign management and customer profiling, driving strategic decisions that enhance operational efficiency. Strong collaborator focused on improving customer satisfaction through data-driven insights.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Senior Data Intelligence Expert

Saudi Telecom Company
Riyadh
01.2020 - Current
  • As a visionary data analytics expert, I revolutionized bad debt collections at stc
  • Harnessing the power of data exploration, customer profiling, and sophisticated predictive analytics, I transformed the data warehouse and big data into a powerhouse of real-time insights, KPI tracking, and performance analytics
  • By unleashing advanced analytics, AI and Machine Learning, and customer behavioral scoring, I enabled data to speak, driving strategic collection optimization, dramatically boosting collection agents' efficiency, and elevating customer experience
  • By seamlessly integrating out-of-the-box data sets from EDW/datamarts into the Collection Manager system and crafting cutting-edge, data-driven discount campaigns, I shattered collection targets and set new benchmarks in data-driven financial management
  • Financial Collections Analytics: Leveraged data mining and predictive analytics to reduce report generation time by 90%, saving SAR 5M annually, and improve management decision-making efficiency by 60%
  • Self-Service Models: Utilized data automation and self-service reporting to decrease IT dependence by 80%, and increase user satisfaction by 90%
  • AI-Driven Bad Debt Scoring: Applied AI and machine learning to achieve 70% prediction accuracy, boosting collections by over SAR 60M
  • Hafiz Campaigns: Used customer segmentation and behavioral analysis to generate collections exceeding SAR 300M from 2019 and 2024
  • Debt Collection System Enhancement: Enhanced data integration to improve efficiency by 70%, and real-time reporting capabilities by 50%
  • Credit Bureau Data Exchange: Leveraged data exchange platforms to improve credit risk assessment accuracy by 30%, resulting in an additional SAR 30M in recovered debts
  • Targeted Collection Strategies: Used customer profiling and payment likelihood analysis to improve targeting accuracy by 50% and increase agent efficiency by 30%, resulting in an additional SAR 100M in collections annually
  • Predictive Debt Models: Applied predictive modeling to improve revenue forecasting accuracy by 20% and increase proactive measures by 20%, saving SAR 20M annually
  • Debt Resolution Solutions: Used debt restructuring and recovery optimization techniques to improve recovery rates by 30% and provide feasible solutions for 40% of distressed accounts, saving SAR 50 annually
  • Agency Collaboration Strategy: Utilized data integration platforms to improve recovery rates by 40% through agency collaboration, ensuring seamless data integration, and generating an additional SAR 50 annually
  • CCC Agent Optimization: Used performance metrics tools to improve CCC collection agents' efficiency by 35% and enhance overall collection success rates by 25%, resulting in an additional SAR 10M in collections annually

CX Data Architect

Saudi Telecom Company
Riyadh
06.2015 - 12.2019
  • As a visionary data expert at stc's Customer Experience division, I have leveraged the transformative power of data to reshape key areas of customer interactions
  • By meticulously mapping customer journeys through comprehensive data analysis, I've identified crucial touchpoints and used data-driven insights to anticipate and exceed customer expectations with personalized experiences
  • Data integration has enabled a seamless omnichannel experience, while advanced analytics and social media analysis have optimized customer service and support
  • Utilizing sophisticated metrics, I measure success and drive continuous improvement, enhancing brand perception through actionable Voice of the Customer feedback
  • Data-driven strategies foster empathy and emotional connections, ensuring unparalleled customer satisfaction and loyalty
  • VOC Insights and Analysis: Collected and analyzed VOC data from OpinionLab
  • Provided actionable insights
  • Improved customer satisfaction scores by 70%
  • Sentiment Analysis: Analyzed social media sentiment using Clarabridge, managing data in Teradata and Big Data
  • Identified and addressed 60% of negative sentiment, improving brand perception
  • Customer Journey Mapping: Mapped customer onboarding, touchpoint interactions, tenure analysis, usage, payments and billing, complaints and resolution, service quality and performance, churn prediction, feedback collections, cross and up-sell, device management, service renewals and contract management, digital interactions, marketing and promotions, and customer experience metrics using SuiteCX
  • Improved journey clarity by 40%, enhancing overall customer satisfaction
  • Touchpoint Optimization: Analyzed data from MySTC app, call center, outlets, social media, and interactive services using SAS to optimize touchpoints, managed in EDW
  • Increased engagement at key touchpoints by 35%
  • Personalized Customer Experience: Created personalized profiles by integrating data from all stc data sources and using advanced SQL techniques
  • Enhanced personalization, resulting in a 30% increase in customer retention
  • Omnichannel Strategy Implementation: Ensured a seamless omnichannel experience by unifying data from all touchpoints in EDW
  • Achieved a 50% increase in cross-channel consistency
  • Performance Metrics Development: Developed and tracked CX metrics using Teradata and Big Data
  • Monitored CSAT, CES, and NPS scores
  • Improved metric tracking accuracy by 40%
  • Customer Feedback Loop Implementation: Established a feedback loop using OpinionLab surveys and bigdata
  • Managed in EDW, driving improvements based on CSAT, CES, and NPS scores
  • Increased feedback resolution by 50%

Lead, EDW BI

Tata Consultancy Services
Riyadh
04.2012 - 05.2015
  • As the Technical BI Lead at stc, I was responsible for delivering BI solutions with a focus on self-service BI models using SAP Business Objects and MicroStrategy
  • I collaborated with all cross functional EDW teams, including data modeling, data quality, data sourcing, datamart, and BI operations, ensuring seamless integration and high data standards
  • I managed a 15-member team, with 10 offshore members in India and 5 onshore members
  • As a manager, I protected my team from deadline pressures, evaluated risks, and facilitated interactions to maintain harmony and synchronization
  • My role ensured timely delivery, effective training, and impactful business decision-making through comprehensive BI reporting, ultimately enhancing the value stc derives from data-driven insights

Lead, BI SAP Consultant

IDS Scheer Consulting GmbH
Riyadh
08.2011 - 03.2012
  • As a pivotal figure in SAP Business Objects (BO) projects at SABIC, I led the design and implementation of state-of-the-art SAP BO solutions
  • Leveraging SAP Data Services and SAP BusinessObjects Data Integrator, I crafted multi-server environments with sophisticated clustering and failover techniques, ensuring unparalleled reliability
  • My solutions, rigorously tested to handle 1000 reports daily, showcased exceptional scalability and performance
  • I empowered BI users and administrators with comprehensive training, and meticulously documented the entire implementation with detailed user guides and training modules
  • Beyond implementation, I optimized data flow, integrated robust ETL processes, and ensured top-tier data quality
  • Collaborating with network and security teams, I safeguarded data integrity and compliance while maximizing system efficiency and minimizing downtime
  • My contributions revolutionized SAP BO's technical capabilities at SABIC, fostering a culture of self-service BI and empowering data-driven decision-making, driving business growth and innovation

Business Intelligence Analyst

Ebtikaar
Riyadh
06.2007 - 08.2011
  • As an SAP BO Analyst at stc, I played a pivotal role in the seamless handover of the Business Objects solution from Teradata to our EDW team
  • This comprehensive transfer covered every facet of the BO solution, from universe design and data mart aggregation scripts, essential for our self-service models, to critical administration tasks such as user security and privileges management
  • I mastered the intricacies of BO services, maintenance, operations, ticket resolutions, and report development
  • Post-handover, I shifted my focus to championing the product and EDW within stc, particularly targeting CBU and EBU
  • I was instrumental in forming a dynamic BI team, establishing robust processes for BI reporting, and integrating business operations with the EDW
  • My efforts ensured that EDW data became a cornerstone for business decision-making, driving significant value and strategic insights for the stc

MIS Analyst

The Saudi Industrial Development Fund
Riyadh
06.2002 - 05.2007
  • As an MIS Analyst at the Saudi Industrial Development Fund (SIDF), I harnessed my skills as a Visual Basic programmer to develop in-house applications that significantly supported our technical and credit consultants
  • These applications enabled efficient searches for essential technical document details and financial figures from both the Ministry of Finance database and SIDF's internal database
  • By designing and implementing reports in Crystal Reports, I provided our consultants with critical visibility into the data, thereby enhancing their decision-making processes

Education

Bachelor of Engineering - Computer Science and Engineering

Gulbarga University
08.1998

Skills

  • Data mining and predictive analytics
  • Behavioral analysis and insight derivation
  • Campaign management and performance planning
  • Risk assessment and fraud detection
  • Data-driven decision making and customer profiling
  • Data visualization and portfolio analysis
  • Delinquency management and debt restructuring
  • Data governance and analysis
  • Customer retention strategies
  • Hadoop and Teradata expertise
  • CLDM and MicroStrategy proficiency
  • Tableau and SQL skills
  • SAS Enterprise Miner and Python knowledge
  • TOAD and sentiment analysis capabilities
  • Requirements gathering and CRM experience
  • ODS and SAP BI familiarity
  • Kafka and Hive utilization

Certification

Business Objects Certified Professional, SAP, 2007

Personal Information

Title: Data Manager

Methodologies Tools

  • Data Mining
  • Predictive Analytics
  • Behavioral Analysis
  • Campaign Management
  • Insight Derivation
  • Risk Assessment
  • Data-Driven Decision Making
  • Customer Profiling
  • Data Visualization
  • Performance Planning
  • Portfolio Analysis
  • Delinquency Management
  • Fraud Detection
  • Debt Restructuring
  • Data Governance
  • Data Analysis
  • Customer Retention
  • HADOOP
  • Teradata
  • CLDM
  • MicroStrategy
  • Tableau
  • SQL
  • SAS
  • Enterprise Miner
  • Python
  • TOAD
  • Sentimental Analysis
  • PowerPoint
  • Requirements Gathering
  • CRM
  • ODS
  • SAP BI
  • KAFKA
  • HIVE

Timeline

Senior Data Intelligence Expert

Saudi Telecom Company
01.2020 - Current

CX Data Architect

Saudi Telecom Company
06.2015 - 12.2019

Lead, EDW BI

Tata Consultancy Services
04.2012 - 05.2015

Lead, BI SAP Consultant

IDS Scheer Consulting GmbH
08.2011 - 03.2012

Business Intelligence Analyst

Ebtikaar
06.2007 - 08.2011

MIS Analyst

The Saudi Industrial Development Fund
06.2002 - 05.2007

Bachelor of Engineering - Computer Science and Engineering

Gulbarga University

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SHAJI DEEN