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Click here or scroll down to respond to this candidateKENNETH HO, MBA, PE, MENGR, PMP, BSCStreet Address
Work/Cell: PHONE NUMBER AVAILABLE E-Mail: EMAIL AVAILABLEQUALIFICATIONS SUMMARYExecutive with a proven track record of managing complex analysis programs using both qualitative and quantitative methods, data solutions, strategic thinking, innovating new ideas and developing latest tools, AI models, visualizations, and roadmaps to improve six sigma quality and derive new insights for growing the business in a collaborative and fast-paced environment. Ability to influence change, transform the ambiguous into the tangible, create sustainable value and concisely communicate to C-suite the top line while also diving into the details. Visionary, excellent communicator and storyteller. Customer Service focus. Have strong references.Analytics and Data thought Leader with over 30 years of B2B and B2C advanced analytics, data sciences, machine learning, deep learning, CRM, marketing, advertising, digital solutions, continuous learning, system/data architecture and big data mining. Unique ability to apply these best analytics and AI practices to increase revenue and efficiencies for the businesses. Entrepreneurial aptitude with a rare combination of both business and technical skills, leading small and large teams, client and consulting practices, P&L responsibility, project management, international, loyalty marketing, customer experience, sales, competitive strategy, IT, risk, compliance, finance, and data governance experiences across multiple industries.Manages large analysis, AI, automation and tech stack development projects involving dataset tools (Kafka, MapReduce, HDFS, databricks, REST API), MDM (Alation, Collibra, InfoSphere), ETL (Informatica), Cloud (Snowflake, Azure, AWS, REDSHIFT, Google, Hadoop, D365, Workday, SAP HANA, Cloudera), databases (DB2, Oracle, SFDC, MongoDB, PostgreSQL, PL-SQL), statistics (SAS, SPSS, R, MatLab, TigerGraph, Neo4j, RapidMiner, KNIME, Orange, Alteryx Analytics, Google Analytics, Adobe Analytics), scripting (SQL, Java, jQuery, JSON, D3.js, Python, Panda, HTML, XML, C++), CRM (Siebel, Salesforce, PeopleSoft, Epiphany), object-oriented solutions (C++), GIS (Esri, MapInfo, Atlas), visualization (Power BI, Looker, Tableau, Cognos), data processing (Fiserv, Finastra, Alkami), Machine Learning, Deep Learning, Natural Language Processing (NLP). Project Management experiences include MS Project, JIRA, Remedy, Confluence, SharePoint, Agile, Sprint/Scrum, Iterative, Waterfall, SDLC, structured/unstructured data architecture, Clarity, OWB, PMP, PMBOK, Project Scope, and Visio.KEY ACCOMPLISHMENTSSYNOVUS BANK, Chief Analytics & Data OfficerJan 2022 Sep 2022 (consulting after)Implemented Home Equity Line of Credit (HELOC) model: top 20% of the targeted consumer base increased originations by 30% and revenue by $12MM. Saved $150K by not mailing bottom 42% of prospectsNominated as Finalist for the North American Business of Data Awards (Data Culture Change Leader)Created Private Wealth AI model that detected high deposit behavior patterns, share of wallet opportunities and attrition propensity. Lead volume doubled; projected revenue per advisor tripled to $98MIntegrated commercial business cross-sell propensity Machine Learning platform with Salesforce to incorporate relationship managers experience and earned revenue threshold. Generated $5MM of incremental revenueBuilt Active Intelligence data modules for real-time customer offer; yielded 26% lift and $56M in initial testUNITED HEALTH CARE VP, Chief Analytics & Data Sciences Officer, Medicaid & Medicare SolutionsNov 2018 May 2021 (consulting after)Annual Performance Rating of 5 (the best) in 2019 and 2020. Transformed my teams BI culture into a health plan business facing model. Analytical insights generated revenue of $332MM, $66.8MM is savings realized. Right-sized organization saving $6.5MM. CEO Survey: 100%. Employee Survey: 100%Provider Payment Acceleration Analysis: $2B supporting UHCs provider community during Covid pandemicBuilt AI-driven Care Provider Early Warning System (CPEWS) to monitor claims daily for the identification of variances in denials, receipts, and cash flows for review before disbursement and enabling provider outreach for education of these billing inconsistencies. Resulted in $2.7MM of claims rework avoidance in 2020COO added Medicare data and analytics responsibilities to me in 2020. Managed team of 200 including vendor staff in India. Right-sized organization saving $7.84MM while increasing volume of data by 38%Built member growth, sales and marketing models which resulted in an incremental $16MM revenue.Turned around a critical Complex Care member initiative (a $100MM investment) by correcting the big data and analytics infrastructure; discovered leaks in the member onboarding, servicing, and call operations processes; recommended and scaled the fixes using data science models. Saved $35MM in annual costMigrated Medicaid data and analytics Oracle platform to the Cloud by aggregating diverse data including EMR with state localized repositories while adopting national scalability to year 2025+. Enterprise Data Platform (EDP) built on Snowflake, Tableau, Informatica and Collibra. The scope was for 37 states, all with their own data requirements. Reports led to savings of $10MM from physical therapy over-paymentsDeveloped and continually refine Machine Learning model identifying the characteristics of pregnant women likely to need NICU hospitalizations. Model predicted with 82% accuracy saving $26MM annually per statePioneered data governance, integration, and MDM to standardize data dictionaries, playbooks, quality code, data lineage and key taxonomy. Chaired bi-weekly forums involving both data stewards and business leadsManaged Medicare enrollment with 99.8% requests completed within a 99% Turn Around Time (TAT)Speaker at Chief Analytics and Data Officers Conference, October 2020 and University of Toronto AI Conference, February 2021, Corinium 2022. Focus on innovative technologies such as Active IntelligenceKH INTERNATIONAL, Partner, Analytics & Data, Digital, Tech2016 Oct 2018Developed AI, analytical and data engineering solutions to increase clients strategic position and ROI. Experience includes leading teams of analysts, data scientists, architects, project management, deliverables against aggressive deadlines, business and technical requirements gathering, predictive modeling and forecasting, process and data mapping, design of alternative infrastructure, creation of functional and reference documents, juggling recurring ad hoc requests and changes, and translation of complex details into executive language and presentations. Multiple short-term client assignments throughout and consultancy marketingDesigned and implemented AI models for omni-channel acquisition and retention for several e-commerce loyalty businesses: increased revenue by 15%, growth by 8% and customer NPS by 48%Designed and implemented a new loyalty and CRM Machine Learning model for a casino, structured around its highest value members. Launch used an engaging email campaign featuring personalized content for each customer tier and amplified by social media messaging and a new casino rewards microsite. Post launch leveraged behavior-based emails and promotions to visit the resort. Resulted in a $20M incremental profit, hotel bookings quadrupling, engagement rates tripling and customer engagement increasing by 65%Applied Deep Learning models and redesigned loyalty marketing strategy for a magazine subscription company; through benchmark analytics and customer tier recalibration, reduced churn by 14% while improving revenue by 8%CITIBANKSVP, Director, Analytics, Data, Risk, TechnologyIrving, TX2011 2016Annual Performance in the top 2% of employees throughout Citis tenure; received coveted Citi Consumer Bank 2013 Leadership Excellence Award (top 0.5% of employees)Developed the Citi High Net Worth (HNW) Mortgage Customer origination program to becoming #1 in North America in 2011; most improved HNW Mortgage program (+37% NPS) and the only one to rise in both ranking and NPS. Partnered with Sales, Fulfillment, Underwriting, Wealth Management, Citigold and Private Banking; applied advanced predictive segmentation; optimized the marketing campaigns, channels, conversion/risk rates, resources, cross-sell and competitor offerings, and increased bookings by 34%Crafted and launched the first high-touch end-to-end customer segment experience for Citi Mortgage: Affluent customers originated through the Citi White Glove Process (expedited underwriting, appraisal, gift card, etc.); also received Priority Routing in Performing Servicing and Default Servicing. 2012 NPS is 80% (versus 45%) in Originations, 49% (versus 21%) in Performing Servicing and 15% (versus 2%) in Default Servicing. Built and continually trained AI models to reduce cycle times (by 10 days) and improve NPS (by 12 points)Performed global competitor research, studied offers, pricing and analyzed trends for the HNW customers; simulated and developed programs to optimize originations from the various channels, including digitalLed Mortgage analytical credit/underwriting project: reviewed lending credit policies, created portfolio-directed policy strategies, reduced unnecessary documentation and simplified processes to improve customer experience while adhering to prudent risk guidelines. Effort impacted $1.2 B of portfolio originations in 2012: resulted in 35% reduction of defects, 43% improvement of cycle times and accelerated the growth of selected consumer segments by 42% while boosting customer satisfaction by 56%In just under 3 months, completed the first overall risk heat map/profile and dashboard enabling the CEO visibility into the key risks/break points along several controls, and benchmarking them by region/ globally. For the very first time, used consistent numbers and a common and simplified look/feel in its scorecards; reduced hours on redundant reports by 45% while resulting in a 60% improvement in timelinessBuilt AI marketing database which interacted seamlessly with CRM infrastructure, Internet sites, consumer sales and marketing channels, and other back-office databases. Analysis contributed to increased mortgage revenues by 14% in first quarterMORGAN STANLEYIrving, TXVP, BI, Analytics & Data Sciences, Digital, Technology, Strategy2007 2010Applied analytical models and re-branded products and revamped customer segmentation strategies and web offerings, doubling sales to $19 million and tripling profits to $4 million. Contributed significantly to new business strategy: higher ROI, sales efficiencies, and profitability as well as stronger customer relationshipsLaunched an affluent customer machine learning model resulting in a new growth strategy involving re-branding, product marketing, targeted communications, and public relations; program resulted in an 80% increase in high-value customer penetration and a 25% growth in assets share-of-walletAnalyzed and developed models for market penetration, financial and differentiation strategy for customers who would prefer branch advisory brokerage services versus online guidance; increased customer satisfaction by 45% and resulted in a 24% EBITDA increase in the first six monthsDeveloped loan-level predictive models to determine best customer segments for various loan modification programs, considering negative amortization, neighborhood house value disparities and credit risks. Models calculated optimal solutions for homeowners; increased retention by 26%, reduced recidivism by 56%Built loss severity asset and portfolio-level models to minimize downstream risks and maximize short sale opportunities. Predicted loan performance 6 months in advance with a 95% accuracy and enabled pro-active customer service intervention resulting in a 34% investor loss reductionEH INTERNATIONALMcKinney, TXPartner, Analytics, Data Sciences, Digital & Technology2001 2007Founded own performance-based database marketing consultancy specializing in the development and implementation of advanced analytics, data solutions, digital measurement and warehousing, and system assessment studies and recommended strategies that are pegged directly to the achievement of key metrics within the IT, Corporate Planning, Finance, Marketing and Sales plansFor a Canadian Bank, modeled a new credit card loyalty campaign across multiple marketing channels including web to its affluent clients; achieved superior 45% conversion rate; exceeded goals by 236%Developed several AI models for a pure play company to drive acquisition, retention, prospecting, and re-activation of technology membership subscriptions and offering trials to loyal and high-value customers. Increased conversion by 36%, reduced marketing expenses by 41%, lifted retention by 15%Developed a BI and gravitational system for driving sales to a Retail Chain, which experienced increased traffic by 67%. Application built based on current market dynamics, historical store data, consumer purchasing trends, advertising recall tests, surveys, predictive statistical models, and forecasted census information. Increased media effectiveness by 43% and brand awareness by 38%For a Pharmaceutical Company, modeled a new overall consumer subscription growth strategy involving brand enhancement, web partnership selling, new product development, claims data research, marketing communications and public relations. Using these tactics and the strengthening of B-to-B and B-to-C branding strategies resulted in a 34% increase in new customer penetration and a 12% growth in salesAnalyzed loyalty marketing data and developed a roadmap for a high-end hotel and entertainment company and launched several campaigns to underserved consumers and niche segments such as families with children: increased spending and room usage by 16%, re-activated top 23% of former card membersCENDANT CORPORATIONParsippany, NJSVP, Global Consumer Analytics, Data & Marketing Technology, CRM2000 - 2001Managed Global Customer Analytics & Data; responsible for P & L, relationship marketing, leisure booking and e-commerce technologies, data management, and business intelligence-driven functions. Developed new CRM systems, 1-to-1 resort interactive recommendation engine, last-minute vacation digital outreach system, predictive segmentation models, data warehouses, and marketing software which significantly improved ROI through increased inventory utilization, targeting efficiencies, sales and marketing channels integration, cross-selling, new niche markets, and enhanced customer acquisition and retention worldwideDeveloped enterprise-wide data warehouse by leveraging various CRM tools, multi-brand product synergies and customer insights, and executed the first intelligent automation cross-sell marketing programs across such disparate business models as mortgage, hotel, car rental, real estate, and vacation reservations. Initiative yielded a 43% increase in high-value customer cross-sell penetrationDirected travel industrys first fully integrated predictive models and time-share inventory propensity systems. Resulted in worldwide marketing program revenue increase of 76% and cost reduction of 55%. Launched global customer knowledge sharing and tracking system, and campaign testing laboratory which generated incremental profits of $223K per region through varying lifecycles of offers and creativesDesigned a new consolidated global marketing communications system for e-magazines, newsletters, personalized offers, and new product bundles; launched an innovative customer-centric web portal to various targeted customer segments and non-members, which increased annual bookings from 5% to 25%Transformed global call centers into fully integrated and uniform customer interactive experience centers; enabled customer service representatives to increase sales by 34% and productivity by 45%CITIBANKVP, Analytics & Data Sciences, Digital, TechnologyStamford, CT1997 1999Developed and successfully executed breakthrough mortgage predictive model retention database strategy, which maintained 82% of high-value customers, despite unprecedented high U.S. refinancing rates. Built champion-challenger survival models, reorganized customer service techniques and conducted needs-based attitudinal research and focus groups; produced profit in first quarter with $6.8MM in salesDesigned and implemented an intelligent targeting engine without a large tech investment ($30M). This combination of direct mail, advertising, web marketing, trade shows, CRM, strategic alliances, on-campus, and sales force targeting models supported the introduction of CitiAssist, Citibanks first alternative student loan product. Resulted in 5,000 additional loans during the first month and a 62% decrease in marketing expenses: reduced cost per booked loan from $1,200 to $100 within six monthsFOOTE, CONE & BELDING COMMUNICATIONS, INC. (FCB), AMSNew York, NYSVP, Demographics Analysis, Advertising Data & Technologies1990 - 1997Directed desktop and online marketing practice and provided the advertising agency's client base with customized database, direct and digital marketing, consumer targeting, and media attribution technology solutions, and helped them achieve competitive advantage through the application of advanced information technologyInnovated proprietary marketing analysis system which provided significant insights and immediate benefits to AT&Ts mission-critical businesses, and won the prestigious AT&T True Hero AwardPioneered geo-demographics marketing, a brand-new practice area, and generated six new clients, resulting in a 40% increase in revenue. Developed value-based analytics, use cases and product offering strategiesDirected the development and testing of a new GIS mapping software, and successfully demonstrated its value in more efficient and targeted media planning and analysis for The British Virgin Islands, Planters LifeSavers Candy, Jamaica Tourism Board and AT&T. Contributed to an 70% revenue increase through add-on consulting services and repeat businessesInvented state-of-the-art consumer behavior analytical techniques, market benchmarking models and advertising effectiveness heuristics; reversed downward sales trend for a top grocery chain by 35%Developed the British Virgin Islands tagline Natures Little Secrets using market research and data analysis; identified the destinations strengths, competitive set, and perceptions of past, current, and potential visitors. Tourism increased 17% while media spend decreased 36%Designed information system architecture for a major financial services company, which integrated several legacy systems with web, direct marketing, and GUI reporting front ends. Performed business re-engineering exercises, gap analysis as well as JAD sessions to develop working modelEDUCATIONTHE WHARTON SCHOOL, University of PennsylvaniaPhiladelphia, PAMaster of Business Administration (MBA)CORNELL UNIVERSITYIthaca, NYMaster of Engineering (MENGR)Bachelor of Science in Civil Engineering (BSC)SOUTHERN METHODIST UNIVERSITYDallas, TXArtificial Intelligence and Data Sciences CertificationNJ STATE BOARD OF ENGINEERS & LAND SURVEYORSNewark, NJProfessional Engineer (PE)PROJECT MANAGEMENT INSTITUTE (PMI)Dallas, TXProject Management Professional (PMP)UNIVERSITY OF DALLAS, School of ManagementAdjunct Professor of Business AnalyticsResearch Areas: Statistics, Data Sciences, AI and Data Technology/ GovernanceDallas, TX |
