Nidhi Gupta

Elevated Platform Servicing and enabled various digital self-serve capabilities like Slack Servicing integrated with Slack Bot, A/B testing, Intuitive & knowledge-based Servicing Portal etc. to deflect 70% of the deflectable ticket volume. Built predictive models using Logistic and Random Forest to identify high risk (more likely to churn) members. Achieved a 2% reduction in churn rate by targeted campaigning to users who are likely to churn. Performed Customer Segmentation using RFM analysis and clustering-based model to divide our target users and drive survey campaigns. Built data quality monitoring frameworks & dashboards in Tableau for different data sources – enabled proactive identification of >95% of data quality issues. Automated daily reporting and manual tasks using Python scripts such as structured and unstructured data extraction from online files, data cleaning and filtering.

Collaborated with Aladdin Risk clients to successfully onboard new business onto the platform with aggregated NAV upto $147.33 Billion. Paved the way for BlackRock's Aladdin business to propel revenues 15%-20% YoY as a key player on iShares retail EMEA business. Supported the growth of BlackRock's Aladdin business through running a highly customer centric client operations team based on key metrics like average time to first response, customer wait time & client satisfaction score.

Integrated big data received through third party vendors (IDC, Bloomberg, Refinitiv, Credit Safe, CrunchBase, CGS), align multiple domains/platforms using federated structures, prioritize product backlog driven through client needs and onboarding new clients. Led conceptualization, design, development, and release of User Acceptance Testing for on-boarding data vendors in capital market, corporate action and reference data domain.