Created dynamic Power BI dashboards to communicate KPIs and effectively deliver tailored solutions to client requests. Demonstrating strong communication through concise, informative email updates to engagement partners, providing actionable insights based on data analysis. Utilizing analytical problem-solving skills to investigate HR data, focusing on gender-related KPIs, and identifying root causes of gender balance issues at the executive management level, emphasizing a commitment to data-driven decision-making.
Create interactive and insightful dashboards for critical business areas:
- Customer Retention: Identifying factors influencing customer churn and improving retention strategies. View PDF
- Diversity & Inclusion: Assessing workforce diversity metrics and promoting inclusive practices. View PDF
- Key Performance Indicators (KPI): Tracking and measuring business performance through KPIs. View PDF
- Customer Retention Analysis:
- Customers' demographic by churn status, gender, senior status, and partnership
- Customers' churn status by payment methods and tenure duration
- Types of customer tickets created against churn status
- Types of customer tickets created against tenure duration
- Monthly charges against churn status
- Diversity & Inclusion:
- Employee hiring and leaving status by gender, department and contract types in recent years
- Employee promotion by departments, age groups, and job levels in recent years
- Employee performance by gender, departments, total work duration, and job levels in recent years
- KPI Dashboards:
- Overall customer satisfaction
- Overall calls answered/abandoned
- Agent Satisfaction rating by topics
- Average speed of answer
- Agent’s performance quadrant
- Improved understanding of customer churn factors, enabling data-driven retention strategies.
- Enhanced visibility into workforce diversity, supporting diversity and inclusion initiatives.
- Streamlined monitoring of KPIs for better decision-making and business performance.