KUNAL SHAH

Products: Wisely pay card & Wisely direct card

Stakeholders: Members, call center agents, compliance and legal team, fraud/dispute agents, operations team

Third-party vendors: Quavo, Box, Ingo, Papaya, Plaid

Achievements:

• I have successfully developed and executed a targeted product roadmap to address high call volume areas with insufficient self-service options in the Wisely app, IVR, and Chatbot.
• By implementing 2-way SMS, enhancing fraud rules, and proactively communicating with members, I achieved a 43% increase in successful transactions and reduced call volume by 52%.
• Furthermore, I streamlined dispute management through the app and IVR, resulting in a 72% decrease in calls, reduced average handling time to 3 minutes, and boosted app store ratings by resolving member complaints more effectively.
• Additionally, I tackled various issues such as card replacement, delivery status updates, forgotten PINs, balance inquiries, and delayed deposits by implementing in-app, IVR, and proactive notifications. As a result, there was a marked increase in NPS scores, a 12% improvement in member retention, and a 27% surge in card usage revenue.
• In addition, I deployed an in-house tool to enhance document processing, replacing the third-party vendor Box and reducing account closures by 42% due to document submission issues during fraud.
• Finally, I oversaw the migration of call center agents to a new CRM portal, resulting in a remarkable 72% increase in first call resolution and a significant improvement in member satisfaction.

Products : Consumer banking - Deposit accounts, Credit Cards, Loans & Line of Credits

Stakeholders : Members, Account managers, Compliance and legal team, Operations team

Third-party vendors : FIS, TSYS, Plaid, Visa

Achievements :

• I have successfully streamlined the new member enrollment and onboarding processes by using digital tools. This has led to a reduction in account manager handling time and a significant 62% increase in self-member enrollment rate via CNB.com.
• I spearheaded the integration with Plaid, which has greatly improved the member experience by providing clear visibility into account balances and transaction management. This enhancement has resulted in a substantial 23% increase in Net Promoter Score (NPS) and a noteworthy reduction in customer complaints, leading to positive app store ratings.
• Additionally, I created and executed a product roadmap to integrate with FIS and Plaid for deposit account processing to improve digital money movement functionalities. As a result, we have seen a noteworthy 68% increase in digital money movement transactions, including a high volume of remote check deposits during tax season, wire transfers, a 32% increase in bill payments, and a 19% increase in incoming deposits.
• Our integration with TSYS for credit card payment processing and dispute management has led to an impressive 82% enrollment in autopayments, increased credit card purchasing, and on-time payments due to improved visibility into external account balances upfront with Plaid integration.
• Finally, I have simplified loan and line of credit management on digital platforms, leading to a reduction in support calls.

Product : Residual Payment System

Stakeholders : Guilds (writers, directors, actors), businesses, check/voucher issuers, legal and compliance

Achievements :

• I was deeply involved in enhancing the complex residual payment system to ensure compliance with legal requirements and standards. Our collaborative efforts resulted in improved visibility by transforming the system into a more efficient digital platform, leading to reduced approval and maintenance timelines.
• Furthermore, I closely collaborated with the product and development teams to create a new residual payment system capable of computing residual payments, generating vouchers, and issuing quarterly checks. This initiative significantly reduced redundant vouchers, payment errors, and delays in both quarterly payments and audits.

Products : POS system, customer service tool

Stakeholders : Customer service representatives, compliance and legal, Operations

Achievements :

• I have developed a system aimed at streamlining the customer service process for T-Mobile representatives. This system enables the onboarding of new customers and provides existing customers with a quick and convenient way to make inquiries, modifications, additions to their plans, payments, and purchases using mobile devices and tablets.
• Additionally, I conducted user testing to validate product design decisions, resulting in an improved user experience. I also analyzed user behavior and usage data to identify opportunities for product enhancement.

Products : Time management system

Stakeholders : Business team, operations team, marketing team, compliance and legal

Achievements :

• I have created a time management system specifically designed for small businesses. The system can track employee work hours, manage break times, generate time-sheets, and handle payment processing. It also includes features for managing accruals, sick leave, and vacation time.
• I worked with business and engineering teams to identify and incorporate product improvements based on customer feedback. Additionally, I developed thorough product specifications and user stories to guarantee product quality and ease of use.

Products : Digital Wallet

Stakeholders : Business team, Dev team

Achievements :

• Managed the development of digital wallet features for phone and watch payments. Ensured that the system functioned as expected, enrolled Wells Fargo accounts, validated services, provided nearby coupons, and assisted customers with any issues they might have had.

Products : Fit EV, AHA Radio

Stakeholders : Business team, Dev team

Achievements :

As a QA test engineer on the Fit EV project, developed and maintained quality assurance processes that improved product quality and customer satisfaction.