At Ufone PTCL Group, I build and maintain enterprise BI dashboards used daily by senior management to track service levels, agent productivity, customer satisfaction, and complaint resolution.
I write complex SQL and Teradata queries across large-scale telecom datasets, automate weekly and monthly reporting through SSIS and SQL scripts, and improve reporting accuracy while reducing manual effort. I also create Power BI data models, KPI measures, and operational dashboards using Star and Snowflake schema structures.
For Ufone's Web Chat Performance Analytics Dashboard, I delivered an end-to-end solution for customer webchat and agent performance, covering chats offered and attended, abandon rate, wait time, average duration, SLA compliance, agent handling metrics, and CSAT trends.
Earlier, at British Council Pakistan, I supported high-availability database systems through performance monitoring, SQL optimization, indexing improvements, and proactive database operations support. I enjoy translating business requirements into clear KPIs, reporting logic, and practical BI solutions.
