Jitesh Kapadia

Work History

Maximus

Wilmington, DE

12.2021 - Current

Manage the Forecasting and Analytics for all customer touchpoints within Maximus including IVR and Agent level calls, Chats, Chatbot, Email & Letter campaigns and different Backoffice support areas
Lead the transition of student loan portfolio from Navient to Maximus which involved mapping of key requirements related to workforce systems, IVR configurations and building new forecasting models
Build business cases to win additional student loan portfolios which almost doubled the size of student loan borrowers that Maximus services
Developed data driven forecasting model for different areas and sub departments within Backoffice Operations which led to greater visibility on the staffing needs to meet SLA while minimizing potential disincentive and improving customer satisfaction
Meticulously planned for the Return to Repayment for student loan borrowers after almost 4 year COVID payment pause, which involved in depth analysis and building sound scenarios on borrower payment behavior, delinquency rates and resulting touchpoint across all areas of operations
Evaluate the Operational impact of different programs announced by DOE to reduce student loan payments which allowed us to plan and handle the big surge in volumes across multiple areas
Build Quarterly Operations budget forecast highlighting the key changes, risk and opportunities

Navient

Wilmington, DE

09.2014 - 12.2021

Manage operations forecasting, workforce planning and analytics team supporting the $450 Billion student servicing portfolio with over 12 million customers
Collaborate with Operations, Finance, Strategies and Vendor teams to build Annual/Quarterly operating Budget and provide monthly variance analysis vs. Plan
Develop strategies and levers to optimize Intra-Day scheduling and workforce management
Analyze and optimize the customer touchpoints including Letters/Web, IVR, Inbound & Outbound Calls to improve Self-Serve and CSAT
Build statistical models to analyze the correlations between Operational KPI and SLA’s and use that insight for improvement in customer experience and cost optimization
Convert complex data from multiple sources into easy to comprehend reports, summary and scenarios for stakeholders to make informed choices on key business decisions
Developed business cases for new strategic initiatives to determine ROI, payback period & IRR

Barclaycard

Newark, DE

08.2008 - 09.2014

Managed the Strategic Forecasting and Workforce Management team supporting Collections, Customer Servicing and Back office with 2,000+ agent network spread across 11 global sites
Developed business case and operationalized super agents trained to work across different function which led to significant reduction in hiring for peaks across different areas and $6MM annual save
Responsible for the Monthly/Daily/Intra-Day operational workforce management involving volume and staffing forecasting, scheduling and intra-day tracking using Aspect eWFM
Manage IVR call routing strategies to improve call deflection and enhance customer experience
Build Outbound Dialer campaign and test their effectiveness to optimize calling strategies
Closely monitors and adjusts resources to optimize the balance between service levels, low call abandonment, and high utilization
Developed annual/quarterly strategic operations plan which provided senior management with line of sight on network plan, cost trends and strategic initiatives

HSBC Card Services Inc.

Las Vegas, NV

05.2005 - 07.2008

Provided analytical support to Debt Collections operations including project design, data collection, analysis and presentation of results
Forecasted collections volume and capacity requirements for all domestic and offshore collections sites
Identified TRIAD strategies and levers to maintain balance between impairment and expenses
Streamlined competing strategies including No Contact Letter, Skip Tracing and Agency Placement to evaluate the effectiveness of each strategy
Tracked performance of champion challenger strategies using Roll Rate and Charge-Off avoidance analysis

Pfizer Inc.

Groton, CT

02.2004 - 04.2005

Developed generic SAS/Macros for mapping Pharmacia data into Pfizer global standards
Data Extraction from Oracle Clinical/SQL, validating datasets and conducting statistical analysis