Apan Kalra
Axis Bank || HSBC || MDI Gurgaon || Mu Sigma || NIT Surat
- Role
- Senior Manager at Axis Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Apan Kalra
Banking analytics and decision science professional with 8+ years of experience…
Experience
Senior Manager
Jul 2022 — Present · Mumbai, IN
Spearheaded retail banking NPS (Net Promoter Score) enhancement, achieving a 20% increase in NPS• Facilitated coordination among cross-functional teams to leverage data-driven models for deeper insights and more concise analyses• Utilized decision tree models to categorize customers as promoters or detractors by analyzing service metrics, effectively identifying shifts in likelihood of customer from being a promoter to a detractor and vice-versa• Liaised with stakeholders to translate analytical findings into actionable strategies aimed at improving NPS scores and addressing customer pain points• Employed topic modeling on customer feedback, reducing manual effort by 70% and contributing to 25% increase in NPS by identifying precise issues for swift resolution
Education
Management Development Institute
Master of Business Administration - MBA
2017 — 2019
National Institute of Technology Surat
Bachelor of Technology(BTech), Computer Engineering
2011 — 2015
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