Umesh Shah

Vice President, Analytics and Workforce Management

Umesh Shah leads the workforce management and analytics team at M&T Bank. Umesh has over 20 years of experience in leading teams across contact center operations, process excellence, business transformation and analytics. Prior to joining M&T Bank, Umesh worked as a Business Consultant specializing in the domains of customer experience, contact center transformation, conversation analytics and global service delivery.

Umesh earned his degree in Statistics from Presidency College in Calcutta, India. When not working, he can be found enjoying Bollywood music or playing Cricket (he found Baseball to be very slow and boring :P). Being a technology enthusiast, Umesh and his wife run a coding school that aims to introduce elementary and middle school going children to the wonderful world of computer programming.

Executive Track

1:45 PM - 2:35 PM EST  |  Tuesday October 19

Driving Value Beyond the Contact Center with Customer Insights