About
Business Analyst–aspiring professional with experience in operational data analysis and KPI tracking through hands-on Excel dashboard projects. Strong foundation in SLA analysis, data validation, and translating operational metrics into actionable insights. Background in customer operations with proven ability to understand business processes and support data-driven decision-making. Seeking an entry-level Business / Reporting Analyst role.
Skills & Expertise (18)
Work Experience
Customer Support Executive
TTEC
Mar 2021 - Present
Analyzed daily ticket volumes, resolution times, and SLA adherence to identify performance trends and compliance gaps. Supported operational reporting by validating ticket data accuracy and identifying inconsistencies affecting SLA metrics. Prepared structured written summaries and insights for internal stakeholders to support resolution strategy and quality improvements. Mentored 8 team members on quality standards and reporting-driven performance targets, contributing to 80%+ team KPIs. Ensured adherence to data handling and confidentiality guidelines while processing customer and system data.
Technical Support Executive
Wipro
Apr 2020 - Sep 2020
Diagnosed and resolved technical issues using structured problem analysis, contributing to a 20% reduction in resolution time. Documented recurring issues and resolutions to support operational reporting and knowledge base improvements. Worked with system data and logs to identify root causes and solution patterns.
Education
M.Sc. - Jadavpur University
- 2019 · Afghanistan
B.Sc. - Triveni Devi Bhalotia College, Burdwan University
- 2017 · Afghanistan
