Sr. Analyst Business Intelligence
Multinet Pakistan
Total years of experience :14 years, 4 Months
Formalized SOPs for smooth operations
Implemented KPI for Technical Support Dept
Build & maintain cordial/cemented relation with customers
Manage standardized processes to ensure Service Quality
Monitor Customer Satisfcation to gauge Customer Experience & take corrective actions
Training & Development of newly hired as well as existing Tech-Support Engrs.
Manage Quality Control Officers & coach them on how to improve Quality of Department
Communicate and present analytical findings to the top management for decision making
Pro-actively analyze our data in search of beneficial insights that drive our business
Specific emphasis is on identifying product gaps and communicating to relevant teams to source these products
Select products for promotion based on local inputs through communication with local team and quantitative insights as well as sanity checks
Use our global database to identify future best-sellers for our assortment
Implement new tools to help establish a very data driven culture and maintain existing ones
Enable teams to make data driven decisions and work closely with the senior management
Communicate data methodology and results. Translate numbers into actionable business strategy
Oversee departmental/external KPIs
Analyze data gathered and develop solutions or alternative methods of proceeding.
Confer with personnel concerned to ensure successful functioning of newly implemented systems or procedures.
Review forms and reports, and confer with management and users about format, distribution, and purpose, and to identify problems and improvements.
Document findings of study and prepare recommendations for implementation of new systems, procedures, or organizational changes.
Analyzing, Monitoring & implementation of Project life cycle. (Microsoft Dynamics, Siebel, Avaya, Citrix)
Multimedia, Broadband, 3G Support
Assist Windows & Mac clients with e-mail implementations & reconfiguration
Aid customer with broadband connectivity, account provisioning, e-mail (Outlook, Outlook Express & Web-based e-mail) Windows configuration & router setup (including wireless)
Recognize and escalate difficult Technical / Business issues within the Sales, Customer Support, and Engineering organizations
Listen, comprehend and communicate on the fly
Hands On expertise on ZyXel, Siemens, Motorola CPEs