About
Results-driven Data Analyst with over 4 years of experience in operational reporting, KPI monitoring, customer service analysis, and process improvement. Proficient in SQL, MySQL, Microsoft Excel, Power BI, DAX, and Power Query, with a strong track record of developing interactive dashboards and business intelligence solutions. Committed to leveraging data for impactful decision-making.
Skills & Expertise (17)
Work Experience
Customer Support Specialist
Teleperformance
Oct 2023 - Dec 2025
Managed customer interactions while maintaining accurate CRM records. Collaborated with internal teams to resolve customer issues efficiently. Tracked KPIs such as SLA, AHT, CSAT, Quality Score, Productivity, and Attendance to assess service effectiveness. Supported process improvement initiatives by analyzing trends to identify areas for enhancement. Monitored sales performance to ensure alignment with operational targets.
Customer Service Analyst
Accenture
May 2018 - Aug 2021
Monitored operational KPIs including SLA, AHT, CSAT, Quality Score, Productivity, and Attendance. Analyzed operational trends with Excel and internal reporting tools to identify areas for improvement. Prepared daily, weekly, and monthly performance reports for leadership to inform decision-making. Performed data validation and quality checks to improve reporting accuracy. Collaborated with cross-functional teams to implement process improvements, enhancing operational efficiency. Recognized as a Subject Matter Expert (SME) for operational support.
Education
MSc: Electrical Power and Energy Systems - Teesside University
- 2023 · Afghanistan
Bachelor of Engineering: Electrical and Electronics Engineering - Vaagdevi College of Engineering
- 2018 · Afghanistan
Certifications
Data Science
OdinSchool · 2026
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Not Open to Relocation
Skills (17)
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