About
Data Analyst and Visualization Practitioner with hands-on experience in Microsoft Power BI, SQL, Excel, Tableau, and Python. Skilled in data wrangling, transformation, modelling, and developing interactive dashboards that convert complex datasets into actionable business insights. Experienced in creating dynamic reports, KPI frameworks, and data visualizations that support data-driven decision-making. Strong analytical mindset with expertise in data storytelling, trend analysis, stakeholder communication, and business reporting. Proven ability to collaborate with cross-functional teams, optimize reporting processes, and deliver impactful visual solutions that enhance operational and strategic outcomes.
Skills & Expertise (32)
Work Experience
Recovery Associate – Assurance Operations
British Telecom
Jan 2023 - Jan 2025
Identifying revenue opportunities and potential cost savings for the company. Conducting timely audits to ensure operational efficiency. Managing client relationships and key stakeholders effectively. Handling data and tracker records with high accuracy using Excel. Managing recovery processes for customer accounts, ensuring compliance with company policies and regulatory requirements. Contributing to a positive work environment by maintaining a professional attitude during challenging situations. Achieved timely resolution of accounts, resulting in improved cash flow for the organization. Resolved disputes professionally by gathering necessary documentation and coordinating with appropriate parties when needed. Overseeing data management and reporting tasks.
Process Associate – Chat & Email Support
British Telecom
Jan 2016 - Jan 2023
Delivered high-quality support via chat and email, maintaining strong customer satisfaction. Consistently met KPIs and performance metrics while managing multiple tasks. Demonstrated strong communication skills across chat, call, and email channels. Managed order tracking from initiation to installation/delivery. Ensured quality control and performance consistency across flexible shifts. Worked as an acting SME assisting other associates with their complex queries and escalations. Participated in regular team meetings, contributing valuable insights toward process enhancements. Streamlined order processing by utilizing advanced CRM systems to enhance customer experience and reduce response times. Collaborated with cross-functional teams to troubleshoot service issues, ensuring timely resolutions and maintaining high customer satisfaction.
Process Advisor – MakeMyTrip Process
Concentrix
Jan 2015 - Jan 2016
Provided real-time customer support in English and Hindi. Handled refund processing, compensations, and escalations. Managed irate customers with professionalism and empathy. Maintained shift discipline including break and time management. Demonstrated multitasking capabilities in a fast-paced environment. Provided expert guidance to teams on process improvements, ensuring adherence to best practices and operational efficiency.
Sociology Teacher (Classes XI & XII)
Hirendra Leela Patranavis School
Jan 2014 - Jan 2015
Taught Sociology to senior secondary students. Designed lesson plans and assessments aligned with curriculum standards. Supported student development through personalized academic guidance. Participated in parent-teacher meetings and departmental planning.
Education
Master of Arts (M.A.) in Sociology - University of Calcutta
2011 - 2013 · Afghanistan
Bachelor of Arts (B.A.) in Sociology (Hons.) - Presidency College, Kolkata
2008 - 2011 · Afghanistan
Certifications
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Not Open to Relocation
Skills (32)
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