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Senior Data Analyst with 8+ years of expertise in Business Analytics
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Competencies
Applied advanced statistical methods to interpret complex datasets and drive business insights.
Utilized SQL for querying large databases, developing reports, and automating data workflows.
Created interactive dashboards and visual reports using tools like Tableau and Power BI.
Coordinated cross-team projects to deliver analytics solutions on time and within scope.
Education
Summary
Experienced data analyst specializing in business intelligence, data visualization, and process optimization.
Key Achievements
- Led the development of a new reporting dashboard that improved data accessibility for cross-functional teams.
- Streamlined data collection processes, reducing reporting time by 30%.
- Collaborated with IT to implement data validation protocols ensuring data accuracy.
Experience
Dispatch Coordinator
Communicating with customers and responding to their queries (via phone, email or fax) in a professional and timely manner., Track and Trace large volume of customer orders, Ensure daily delivery schedules are adhered to, and all necessary documentation is returned to head office in an accurate and timely manner, Communicate specific freight requirements and procedures to drivers and ensure customers are well informed., Maintain co-operative working relationships among team and internal staff
Operational Controller
Assigned and monitored work orders for mechanics, ensuring efficient distribution of workload., Coordinated service timelines to optimize workshop productivity and reduce customer wait times., Handled customer complaints and inquiries., Reviewed and managed follow-ups on critical cases to ensure fast responses., Constant communication with technical team and related departments to ensure high-quality after-sale service.
Quality Team Lead
Directed a large team of quality analysts, ensuring consistent evaluation standards across multiple client accounts., Designed and implemented performance improvement plans based on data insights and KPI analysis., Prepared and presented detailed quality performance reports to senior management for strategic decision-making., Coordinated cross-functional initiatives with operations, training, and client services to address root causes of quality gaps., Mentored and coached team members, fostering a high-performance culture and professional growth.
Quality Analyst Tier 2
Leadership in quality monitoring initiatives., Daily monitoring of evaluations for high agent performance., Internal audits to ensure commitment to the correct evaluation process., Creation and modification of reports based on customer surveys., Account Team Lead support for new hire training and general team support.
Quality Analyst Tier 1
Standard evaluation process based on established guidelines for agents from various call centers.