Arfain Zoya

I’m an emerging data analytics professional with a BCA (Bachelors of Computer Applications) major in Data Analytics and hands-on experience turning customer support data into actionable insights. In my role as a Customer Technical Support Analyst, I focused on data quality, operational metrics, and faster issue resolution by connecting analysis to real customer outcomes.

I conducted rigorous data exploration on customer support log datasets to isolate inconsistencies, anomalies, and connectivity patterns across thousands of sessions. I also analyzed KPIs like resolution rates and call handling time, then translated findings into visual reports and dashboards to help optimize service quality.

I’m drawn to work that blends analytics with customer experience: I leveraged native AI frameworks within global CX platforms to automate message flows and improve live-call issue resolution efficiency. Through capstone and independent projects—like an AI-based Smart Recipe Finder and a User Segmentation & Insights Dashboard pipeline—I build structured data schemas, query workflows (SQL/Snowflake-like approaches), and dashboard-ready insights, supported by certifications including the Forward Learning Program (McKinsey.org).