At Multi Transport, I built a Power BI reporting pipeline that brought NPS surveys, service tickets, and complaint records into daily and weekly management reports. I analysed delivery journeys to find recurring pain points, contributing to process changes that lifted NPS by 8 points over the year.
I also modelled complaint resolution and repeat complaint KPIs in Power BI and presented monthly analysis to the management board. That work helped bring average resolution time down by 12%.
At TELUS Digital, I queried support data in SQL and identified contact drivers that lifted first contact resolution by 30% and cut repeat contacts by 25%. I also automated weekly data cleaning and validation in Python, replacing a full day of manual work with a script that runs in under an hour.
At Awilda, I analysed e-commerce customer journeys and built dashboards to track customer behaviour, campaign performance, and product experience. My analysis contributed to improvements in conversion and retention, while Python workflows for customer segmentation fed a merchandising pivot that lifted category revenue by 10%.
