Amal Francis
@amalfrancis
Data-focused business analyst skilled in analytics, process improvement, and customer support.
IndiaWhat I'm looking for
I am a data-focused business analyst with hands-on experience transforming customer and business challenges into clear, actionable insights. I combine data analysis tools, SQL, and visualization to improve decision-making and operational performance.
My background includes roles at Sutherland Global Services and Telus International/Lionbridge AI where I handled high-volume support, evaluated search relevance, and optimized processes to boost ROI and service quality. I led a Real-Time Driver Assistance initiative supporting 200+ drivers and contributed to a 15% reduction in average issue resolution time.
I hold the Google Data Analytics Professional Certificate and coursework in Business Analysis & Process Management, and I bring strong communication, cross-functional collaboration, and problem-solving skills to roles that require both technical analysis and customer-centric execution.
Experience
Work history, roles, and key accomplishments
Handled warehouse employee inquiries via chat, phone, and email, ensuring quality standards and escalating complex issues to improve resolution times and service consistency.
Search Engine Evaluator
Telus International
Jan 2021 - Jan 2022 (1 year)
Evaluated search result accuracy and ad alignment, analyzed query trends to optimize targeted advertising, and provided feedback to improve algorithm performance and user experience.
Education
Degrees, certifications, and relevant coursework
Vidya Academy of Science and Technology
Bachelor of Engineering, Engineering
2016 - 2020
Completed an engineering degree with a focus on analytical and technical skills applied to data and process problem-solving.
St. Thomas Higher Secondary School
Higher Secondary Certificate, Higher Secondary
Completed higher secondary education providing foundational knowledge prior to undergraduate engineering studies.
BARON College
Certificate / Coursework, Vocational / Training
Undertook coursework and training relevant to process monitoring and delivery support as part of vocational/project work.
Professional Certificate, Data Analytics
Completed the Google Data Analytics Professional Certificate to build foundational data analysis skills and tools.
Coursera
Certificate, Business Analysis & Process Management
Completed online courses in business analysis, process management, and related technical skills.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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