About
Data Analyst with 3+ years of experience in business operations and performance analytics at Shopee. Skilled in SQL, Python, and Power BI to build dashboards, analyze KPIs, and translate data into actionable insights. Passionate about applying analytics to understand user behavior, optimize product performance, and support data-driven growth.
Skills & Expertise (11)
Work Experience
Customer Service Agent
ShopeeFood
Sep 2021 - May 2022
Managed 100+ customer interactions daily and categorized issues for reporting and insights. Supported QA and training teams by providing analytical summaries of customer pain points.
Team Leader, Customer Service
Shopee
Oct 2024 - Present
Built and automated KPI dashboards using SQL and Power BI to monitor customer satisfaction and team productivity. Performed root-cause and trend analysis on dispute data to identify process improvement opportunities. Collaborated with multiple teams to design performance reports and optimize operational workflows. Defined performance KPIs and conducted weekly review reports to management for decision-making. Involved in developing automated performance dashboards to help the team monitor key metrics and make data-driven decisions, leading to a 30% reduction in attrition and a 25% increase in productivity.
Senior Customer Service
ShopeeFood
Jun 2022 - Sep 2024
Built reporting systems to track productivity, SLA compliance, and escalation trends. Conducted root-cause analysis on refund and delivery data; achieved 90%+ resolution success rate. Reduced average resolution time by 20% through proactive data review and workflow optimization.
Education
Bachelor of Business Administration - Open University
- · Afghanistan
Data Analyst - Mind X technology school
- · Afghanistan
Certifications
No certifications added yet
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Availability Details
Visa Status
Citizen
Relocation
Not Open to Relocation
Skills (11)
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