At Multi Transport, I compiled NPS surveys, service tickets, and complaint records into CX reports using Excel and Power BI. My analysis of recurring delivery pain points contributed to process changes that lifted NPS by 8 points and helped bring average resolution time down by 12%.
At TELUS Digital, I supported UK and Ireland customers over chat, email, and SMS for a high-volume e-commerce account. I fed recurring contact drivers back to the team, contributing to improved first-contact resolution and fewer repeat contacts.
At Awilda, I analysed the customer journey and built Power BI dashboards to track customer behaviour, campaign performance, and product experience. I also managed customer records in MySQL and automated reporting through query optimisation.
Most recently, I reviewed AI-generated responses in Turkish and English for Centific’s Lighthouse Project, assessing accuracy, fluency, localization, and speech quality against project guidelines.
