Transforming Data Into Actionable Insights

As a data analyst within the Change Management and Continuous Improvement team, my role focused on improving operational visibility and supporting decision-making across both digital and phone customer service channels, impacting over 700 agents. My responsibilities included maintaining and enhancing existing Power BI dashboards, developing new reporting solutions, and optimizing SQL queries to improve performance and reliability. I took ownership of service forecasting, including staffing models for holidays and special events—critical in a 24/7 digital operation and time-bound phone services. Leveraging academic knowledge of queue theory, I developed a decision-support dashboard that connected demand and supply metrics, providing utilization thresholds to guide demand management during peak periods without increasing headcount. In the later stage of my role, I was responsible for designing the data model for a new customer service platform, defining fact and dimension tables to enable scalable analytics and intuitive data consumption for non-technical teams. I also contributed to ad-hoc analyses aimed at continuous improvement, identifying insights related to efficiency, channel design and operational performance.

As a customer service officer in the digital channel, I developed a strong understanding of banking operations, customer pain points and service workflows. I identified a key operational gap: customer satisfaction KPIs were only available after day-end, limiting the ability to adjust performance during the day. Using daily survey data, I built an Excel-based tracking tool that allowed teams and leaders to monitor performance in near real time. Although developed outside my formal responsibilities, the tool was quickly adopted by leadership and scaled across multiple teams, impacting over 350 agents. This initiative increased my visibility within the sector and contributed to my transition into a data-focused role.

During my internship in sales administration and commercial planning, I gradually gained the trust of my supervisors through consistent performance and reliability. This allowed me to take responsibility for tasks such as preparing monthly performance reports and supporting commercial planning activities. The role provided my first exposure to structured reporting, performance analysis and cross-functional collaboration within a commercial environment.