About
Operations professional with 4+ years leveraging data analytics to drive business growth through customer insights, marketing performance analysis, and data-driven decision-making. Delivered measurable impact including 15% improvement in customer satisfaction, 95% increase in campaign effectiveness, and 25% YoY revenue contribution through strategic analysis using SQL, Power BI, and advanced analytics. Proven ability to translate complex data into actionable recommendations for senior leadership and cross-functional partners.
Skills & Expertise (23)
Work Experience
Operations Administrator (Customer Analytics)
Telus Digital
Dec 2021 - Present
Analyzed 50,000+ customer interaction records weekly using SQL and Excel, identifying engagement patterns, service gaps, and behavioral trends that shaped strategic initiatives improving customer satisfaction by 15% and reducing churn-related costs by $50K annually. Designed 15+ Power BI and Tableau dashboards tracking customer engagement KPIs (response time, resolution rate, CSAT, retention metrics), enabling data-driven decision-making by senior leadership that drove operational improvements across 4 international locations. Conducted strategic analysis on customer service performance patterns, identified root causes of SLA breaches, and delivered actionable insights to leadership through clear visualizations and recommendations that reduced violations by 18% and avoided $75K in penalty costs. Collaborated with cross-functional teams (operations, finance, product) to translate business requirements into analytical solutions, maintaining 98% data accuracy across 2M+ monthly customer records through structured validation and quality frameworks.
Business Development Executive (Growth Analytics)
Byju’s
Oct 2020 - Sep 2021
Drove customer acquisition analytics analyzing 10,000+ prospect records using SQL and statistical methods, performed customer segmentation by demographics and behavior, uncovered conversion bottlenecks that improved campaign effectiveness by 95% and contributed to 25% YoY revenue growth. Built interactive Power BI dashboards with advanced DAX measures analyzing marketing funnel performance, sales pipeline metrics, and customer acquisition costs, delivering strategic insights that optimized marketing spend allocation and boosted campaign ROI by 40%. Evaluated multi-channel marketing and sales performance through data analysis, identified high-value customer segments and growth opportunities, and presented compelling narratives to management that shaped customer engagement strategies. Automated performance reporting using Excel VBA and SQL, created customer trend analysis tracking conversion rates and revenue metrics, reducing manual effort by 40% and improving reporting accuracy by 30%.
Education
Master of Business Administration (MBA) - Pacific University
2018 - 2020 · Afghanistan
Bachelor of Commerce (B.Com) - Pacific University
2015 - 2018 · Afghanistan
Certifications
IBM Data Analyst Certificate
IBM Skills Network · 2026
Data Analyst Professional
Analyx Academy · 2026
Data Analytics Job Simulation
Deloitte · 2025
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Citizen
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Open to Relocation
Skills (23)
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