Keyur Shah

About Keyur Shah

Dynamic leader with talent for garnering exceptional performance from on- and offshore teams.Highly accomplished customer support / service manager with proven success delivering top quality support while driving business process improvement and operational transformation efforts. Demonstrated service acumen, leveraging all customer-facing interactions to foster loyalty and retention. Adept in process / workflow design, automation, and improvement for dramatic gains across KPI metrics.

Experience

1. Head of Customer Support

   Rakuten Advertising

   Apr 2022 — Present · New York, NY, US

   Served on the company Senior Leadership team. Implemented AI in operational workflows using proprietary Chat GPT implementation as well as other AI tools to help the agents and their workflow. Outsourced back office operations at scale redefining how we service our clients and creating a center of operations excellence.

Education

• City University of New York-York College

  Bachelor's Degree, Marketing

  2003 — 2007

Skills

• Project Planning
• Program Management
• Customer Service
• Web Analytics
• Call Center
• Online Advertising
• Product Management
• Strategy
• E-Commerce
• New Business Development
• Strategic Partnerships
• Data Analysis
• Process Improvement
• Strategic Planning
• Account Management
• Competitive Analysis
• Contract Negotiation
• Start-Ups
• Project Management
• Online Marketing
• Negotiation
• Team Building
• Management
• Risk Management
• Lead Generation
• Business Intelligence
• Vendor Management
• Customer Acquisition
• Analytics
• Business Analysis
• Business Strategy
• Forecasting
• Compliance
• Crm
• Business Development
• Digital Marketing
• Product Development
• Kaizen
• Sales Management
• Sales