Neeraj Agrawal

World's Largest Airline Siebel Loyalty Platform

Served as Technology Architect — in close collaboration with Deloitte Consulting — on the design and implementation of the world's most complex and volumetric airline loyalty program: American Airlines AAdvantage, built on Oracle Siebel CRM. Designed real-time and batch interfaces with partner networks, credit card co-brand integrations, and legacy app migrations. Delivered Call Center UX enhancements resulting in a 11% reduction in Average Handle Time (AHT) for the AAdvantage Call Center, and led GDPR (Europe) and CCPA (CA/USA) compliance implementations. The Siebel Open UI upgrade was showcased by the client at Oracle Open World.

Independently architected and delivered three revenue-generating loyalty applications: Winback — targets high-value frequent flyers of competing airlines and matches their status within AAdvantage, converting them to AA loyalty members; Retain — identifies at-risk AAdvantage members and executes targeted retention workflows to preserve their loyalty tier and keep them flying AA; and Proactive — automatically identifies loyal customers with miles approaching expiry and initiates outbound contact to guide them to a qualifying activity, generating a chargeable transaction that extends their miles and prevents attrition. All three applications delivered multi-million dollar revenue impact for American Airlines.

Multi-Industry Siebel CRM Implementations

Delivered multiple Siebel CRM implementations across green field and maintenance engagements at Infosys over 6+ years — operating across roles as Technology Lead, Siebel Developer, Configurator, and Administrator. Served clients across telecom, manufacturing, and enterprise services, building deep platform expertise that became the foundation for large-scale loyalty and CRM architecture work at Cognizant.