Prof. Shalini Goel

Shalini Goel

Assistant Professor and Assistant Dean (Industry Interface)

B.Com; M.A. (Economics) (Panjab University)

Prior to joining JGU, Shalini was working with Genpact for more than a decade having worked for various US-based credit card and auto-loan clients amongst others. She is an industry expert in the domain of banking and finance and has extensive experience with data intensive analytics projects including onsite consulting, solution assessment, solution road-map design and project management. She is seasoned in various industry analytics tool such as SAS, FICO Model Builder and Tableau. Her experience also includes working in academic research institutes in India.

She holds a Master’s degree in Economics from Panjab University. Her current research interest includes exploring the factors that determine the dynamics in consumer credit domain and customer service experience in the Indian market.

Senior manager with the analytics center of excellence at Genpact for 11 years.

Worked in US for many years at various client’s headquarters like Toyota, Symantec, Home Depot, Groupon etc. She was located in California, US as the onsite relationship manager in her last role in Genpact for their ~20 member offshore risk analytics team that supports the financial arm of a major automobile manufacturer. This team provides varied analytics support including modeling, strategy, reporting, and ad-hoc analysis across the customer’s lifecycle. In her role, she oversaw these ~20 analytics experts to ensure quality deliverables to the client. Her work also required resource management and senior stakeholder management.

She worked in Contact Centre Analytics practice of Genpact in her earlier roles and independently executed and managed on-site and off-site contact center optimization projects for organizations from diverse industries including banking, insurance, telecom, retail, hi-tech. She created a Business Review Document for future state IVR flow and reporting of a hi-tech client in the US. Also created the framework for customer effort index and designed future state reporting framework for the analytics community for the same client.

In another stint, she was responsible for data analysis on a contact center assessment project for another hi-tech client in the retail space. Carried out analysis like the refunds analysis, maximum attainable FTR analysis, call elimination analysis, recall analysis and exhibited strength of data to the clients.

Before these roles, she led IVR and FCR analytics team for a major credit card provider in the US, driving cost reduction and better customer experience through data driven insights.