About
Results-driven Data Analyst and Reporting Professional with 8+ years of experience spanning financial operations, MIS, FMCG analytics, and Workforce Management. Proficient in Power BI, QA Analytics, MySQL, Advanced Excel, Power Query, VBA, DAX, ETL, data visualization, dashboard development, KPI reporting, and data automation. Experienced in analyzing financial, sales, CRM, workforce, productivity, and Contact Center data to deliver actionable insights, optimize reporting processes, and support data-driven decision-making. Proven ability to translate complex datasets into accurate, scalable, and business-focused analytical solutions that improve operational efficiency, performance visibility, and business outcomes.
Skills & Expertise (14)
Work Experience
Reporting Analyst – Workforce Management (WFM) | Digital Operations
Innover Digital Pvt. Ltd.
Dec 2025 - Present
Developed and maintained Power BI and Excel dashboards for workforce, productivity, contact center, CSAT/NPS, QA, and operational performance reporting, supporting client and management decision-making. Performed WFM and productivity analysis using Payroll Hours, Total Working Hours, Productive Hours, Total Break Time, Productive-Hours (%), login/logout patterns, and daily workforce metrics to identify operational trends and performance gaps. Managed Contact Center KPI reporting, including Inbound/Outbound Calls, Answered/Missed Calls, Total Attempts, Email Volumes, Agent-wise Productivity, and daily/monthly performance trends. Built CSAT/NPS dashboards tracking CSAT scores, NPS, Promoters, Detractors, Neutrals, Valid/Invalid Responses, survey volumes, and daily/monthly trends using Power BI, Power Query, and DAX. Automated and standardized recurring operational reports by extracting real-time data from MySQL Server, transforming and preparing datasets in Excel for ETL, and integrating the data into Power BI reporting workflows. Developed agent productivity dashboards using payroll and attendance data to analyze earliest login, latest logout, break duration, productive hours, and workforce utilization on a daily basis. Prepared and analyzed daily, weekly, and monthly operational reports, performing data validation, reconciliation, trend analysis, and variance check to ensure reporting accuracy and data integrity. Transformed and cleaned large operational datasets using Excel and Power Query, improving data consistency and reducing manual reporting effort. Converted and standardized time-zone-based workforce data, including CST-to-IST time conversions, to support accurate agent login, logout, and attendance analysis. Created customized Excel dashboards and MIS reports based on client and management requirements, providing actionable insights into workforce performance, service levels, productivity, and operational trends. Analysed CRM data and performance metrics to identify operational trends, monitor workflow efficiency, and support data-driven business decisions. Monitored CRM activity, case volumes, response times, resolution metrics, and user-level performance to identify process gaps and improve operational efficiency.
Freelance Data Analyst
Freelance
Sep 2024 - Dec 2025
Designed & automated Power BI dashboards using Power Query/DAX; analysed customer behaviour, buying patterns, sales trends & demand forecasting for Multi-Outlet FMCG Distribution & Retail Business. Streamlined Excel data cleaning/transformation and utilized SQL Queries and Excel ETL for product & sales data analysis, reporting accuracy, stocking optimization, slow-moving inventory reduction & scalable analytics.
MIS & Operations Analyst
The Chakdaha Co-operative Credit Society Ltd.
Jan 2018 - Feb 2025
Digitally transformed operational data by migrating customer and account records from manual logs to structured MIS tracking, improving data accessibility and reporting efficiency. Designed Excel-based dashboards and Pivot analysis covering loans, revenue, expenses, and product performance, enabling data-driven business expansion decisions and faster management review and operational corrections. Executed customer lifecycle operations including onboarding, KYC and AML verification, loan processing, and repayment tracking within regulated micro-finance workflows. Ensured financial data integrity through ledger validation, voucher reconciliation, compliance monitoring, and advanced Excel tools (Power Query, VLOOKUP, Data Validations) coordinated statutory reporting and audit submissions with the Assistant Registrar of Cooperative Societies, digitizing documentation and strengthening compliance & risk controls. Conducted loan risk assessments and field verification for high-ticket customers, identifying early-warning indicators and supporting portfolio quality analytics. Analysed demand patterns, operational KPIs & branch performance using data analytics/visualization; optimized products/workflows and strengthened audit trails, documentation, exception reporting & compliance readiness.
Education
B. Tech (Computer Science & Engineering) - Haldia Institute of Technology
2009 - 2013 · Afghanistan
Certifications
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Skills (14)
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