Neelay Shah
Senior Business/Data Analyst, Research and Analytics, Contact Center Analytics
Professional Overview
Neelay Shah is a highly accomplished Senior Business/Data Analyst with extensive expertise in contact center analytics, business intelligence, and data-driven decision-making. He currently spearheads research and analytics initiatives within the Contact Center Analytics team at The Home Depot, leveraging his deep industry knowledge and analytical prowess to drive operational efficiencies and strategic business outcomes.
Experience Summary
Current Role
As the Senior Business/Data Analyst at The Home Depot, Neelay is responsible for designing and implementing advanced data analytics solutions to support the company's contact center operations. He oversees the collection, analysis, and interpretation of complex customer and operational data, generating actionable insights that inform strategic decision-making and process improvements. Neelay's expertise in data visualization and reporting has enabled the Contact Center Analytics team to enhance customer experience, optimize resource allocation, and drive cost savings.
Career Progression
Prior to his current role, Neelay held several key positions within the Business Intelligence team at InComm Payments, where he progressively advanced from an Operations Data Analyst to a Business Intelligence Analyst. In these roles, he developed a strong background in data management, business intelligence, and analytical problem-solving. Neelay also gained valuable experience as a Systems Engineer at Infosys, where he provided technical support and solutions for a leading Fortune 100 bank, further enhancing his understanding of the financial services industry.
Academic Background
Neelay holds a Bachelor of Engineering degree in Computer Science from a prestigious Indian university, where he graduated with distinction. His technical expertise, combined with his analytical mindset and business acumen, have been instrumental in his success throughout his career.
Areas of Expertise
- Contact center analytics and optimization
- Business intelligence and data-driven decision-making
- Data visualization and reporting
- Process improvement and operational efficiency
- Stakeholder management and cross-functional collaboration
- Project management and strategic planning
Professional Impact
Neelay's contributions have had a significant impact on the organizations he has served. At InComm Payments, he spearheaded the development of a custom analytics dashboard that enabled the company to track key performance metrics, identify operational bottlenecks, and implement targeted process improvements. This initiative resulted in a 15% reduction in customer service response times and a 12% increase in first-call resolution rates.
Conclusion
With his extensive experience in contact center analytics, business intelligence, and data-driven problem-solving, Neelay Shah is poised to continue making a meaningful impact in his role at The Home Depot. His ability to translate complex data into actionable insights, coupled with his strong leadership skills and strategic mindset, make him a valuable asset to his team and organization.
