Ameet Lal

Experience

• 

  Pivotal Payments

  Jan 2002 - Jan 2004

  Supervisor - Disputes and Customer Service

  - Supervised a team of 17 employees, including the Shift Leader- Worked with upper management on business projects to improve overall efficiency in operations. Tasks were primarily focused on statistical analysis- Coached employees to handle calls with better efficiency and quality- Handled angry/difficult calls as a second level of escalation- Conducted over 80 interviews to recruit new employees- Scheduled employees according to statistical analysis of call volume- Controlled employee hours and salaries using E-Time software - Created business equations for the sales department to better structure ISO expectations (used for negotiations with clients)- Trained new employees in a classroom environment on company software and handling difficult phone calls.- Created an employee evaluation form with percentage distributions - Received training in fraud detection, supporting POS terminals, and in underwriting potential accounts- Handled special client cases and technical issues with technical support Show less

• 

  LT Baroda

  Jan 2004 - Jan 2006

  Customer Support and Fraud Manager

  - Created business plan and built the customer service desk- Supervised team of 17 employees - Handled all recruiting, training and coaching for the team- Acted as first level of escalation for any abnormal issues or complaints- Scheduled employee shifts

• 

  Ajilon Consulting

  Oct 2006 - Jan 2011

  - Managed up to 3 teams totalling 20 employees (including 3 experts/seniors)- Handled project management for the creation of 2 help desks- Handled all recruiting needs for each desk- Analyzed desk financials and budgeting for corrections or adjustments- Trained and mentored 3 experts to lead effectively- Scheduled employees based on trend analysis, linguistic phone coverage and skill sets- Handled all reporting to upper management for trends and statistics, as well as recommendations- Organized meetings with upper management on a monthly basis for desk challenges and courses of action. Also noted action items and delegated responsibilities for each item- Wrote and reviewed all employee and expert evaluations - Organized all company-wide events by heading all negotiations and planningKey achievements:- Reduced turnover by over 40% for Merck desks as Manager- Created an improved coaching and mentoring program to ensure employee and expert development needs were met- Created a regression equation and implemented a forecasting model for another department to schedule employees differently by day based on volume, linguistics and seasonal trends (for 160 employees)- Changed employee and expert evaluation form to include an additional section which describes expectations if the employee wishes to take ‘the next step’ in career development Show less - Worked alongside Department Manager to build the European Help Desk- Supervised team of 8 employees - Handled all recruiting and training for the team- Coached to improve employee knowledge and soft skills- Acted as first level of escalation for any abnormal issues or complaints- Rewarded or disciplined employees when necessary- Scheduled employee shifts- Audited employee cases and delivered feedback- Organized team meetings to discuss desk issues or challengesKey achievements:- Received letter of outstanding performance from Merck upper management within 7 months- Promoted to Managerial level within 2 years- Created/documented change management system to improve communications between company IT and various Help Desks Show less

  • Help Desk Manager

    Oct 2008 - Jan 2011

  • Help Desk Team Lead

    Oct 2006 - Oct 2008
• 

  Aylo

  Jan 2011 - Apr 2014

  -Optimized price points based on market trends and geo spending behavior-Optimized product placement based on trend analysis-Managed team of 4 Research Analysts-Overlooked various levels of analysis for multiple departments company wide-Analyzed market trends, credit card processing statistics, break-even analysis and various types of statistical calculations-Reviewed raw data and turned into actionable recommendations for various departments-Trained various departments and product managers to analyze data and master MS Excel-Created and led a company-wide sweep to detect any issues which could lead to drops in sales. Sweep includes analysis of Google Web-analytics, credit card processing throughputs, financial statements, seasonal analysis and trends within the technical and customer support departments Show less

  • Research/Business Analysis Manager

    Jan 2013 - Apr 2014

  • Strategic Planning Manager

    Jan 2012 - Dec 2012

  • Sr. Business Analyst

    Jul 2011 - Jan 2012

  • Financial Business Analyst

    Jan 2011 - Jul 2011
• 

  GuestDriven

  Jan 2014 - Jan 2015

  Manager - Customer Success and Analytics

  -Built all reports as the central point of data analytics-Guided B2B clients to optimal marketing strategies to improve ROI-Built and updated ROI calculations-Presented metrics, insight and recommendations to clients on a monthly basis

• 

  Aylo

  Jan 2015 - Jan 2018

  Sr. Manager - BI/BA/Affiliate Marketing

  -Overlook data-science, analytics, reporting, website optimization and affiliate budget for various sites totaling over 150 million unique users/day-Lead several projects to build KPIs, reporting to deliver insight, optimize process, and improve ROI-Organize process and improve communication among key stakeholders-Manage a team of 4 (data-scientist, affiliate traffic buyer, optimization specialist, and data analytics specialist)-Forecasting/Projections for revenue growth, break-even analysis Show less

• 

  Playtika

  Jan 2018 - Jan 2019

  Exec Director, Analytics
• 

  LANDR Audio Inc.

  Jan 2019 - Jan 2021

  Exec Director, Analytics

  -Built and overlooked analytics, KPIs, team process-Negotiation of contracts for various tools-Built forecasting for user lifetime value, including segmented for marketing optimization-Built and validated CPA, CPC calculations

• 

  Flight Centre Travel Group

  Apr 2021 - now

  • Principal Data Analysis Manager

    Dec 2021 - now

  • Sr. Manager, Product Analytics

    Apr 2021 - Dec 2021