Senior Business Analyst
CONCENTRIX
Total years of experience :5 years, 10 Months
• Conducted case studies to identify process ineficiencies, boosting customer satisfaction by 30% and reducing repeat issues.
• Managed end-to-end study processes, delivering high ROI and enhancing performance metrics by 25%.
• Analyzed user experience to elevate interactions and reduce efort, improving satisfaction and engagement by 20%.
• Performed data deep dives to uncover and fix broken processes, optimizing overall performance by 15%.
• Led the shift to Looker dashboards, improving data processing speed by 40% and increasing actionable decisions
• Oversaw ETL processes, enhancing data accuracy and flow by 30% and reducing inconsistencies by 20%.
• Spearheaded data web scraping initiatives, cutting costs and time by 70% and boosting data availability by 35%.
• Built KPI dashboards to provide insights on data provider performance, lead generation, and data quality metrics, boosting operational productivity by 20%.
• Developed a reporting ETL system and client performance dashboards, enhancing tracking of KPIs and improving user experience
• Conducted in-depth data analysis to identify trends and insights for business strategy, and performed campaign performance analysis, resulting in a 10% increase in revenue and profitability.
• Automated and streamlined reporting in Quickbase and SQL/MetaBase, cutting time by 60% and boosting accuracy, supporting stakeholder decisions and driving growth.
• Built KPIs dashboard, boosting productivity by 15% and reducing unnecessary spending by 20% across departments.
• Created an in-house QuickBase booking system for desks and meeting pods, eliminating third-party app costs and optimizing resource management.
• Implemented Robotic Process Automation (RPA) solutions, saving 48 hours weekly and enhancing productivity by 35%
• Developed a PowerApps app to transform and digitalize the data entry process, reducing manual input by 50% and significantly enhancing data accuracy.
• Conducted case studies to identify performance gaps and develop action plans for continuous improvement, resulting in a 20% increase in customer satisfaction and a 15% improvement in First Call Resolution (FCR)
• Developed and automated First Call Resolution (FCR) and tNPS reports, resulting in seamless process and 20% time saved
• Collaborated with the L&D team to identify areas of improvement in Training materials
• Resolved 90% of customer complaints, improving first call resolution rate (FCR) and NPS
• Identified prospects needs and suggested appropriate products and services, resulting in increased customer satisfaction and loyalty
• Collaborated with management to research, identify, analyze, and execute new business innovations, resulting in the development of new products and services and increased market competitiveness
• Drove business growth and increased sales by 20% by building strategic partnerships with Vodafone and CIB, resulting in expanded market reach and increased revenue
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