At Foundever, I analyzed operational performance and ticket flows in a Fintech environment, identifying incident patterns and bottlenecks. My analysis and tracking of incidents by failure type contributed to an approximately 80% reduction in average time to resolution.
At Teleperformance, I monitored operational KPIs including CSAT, productivity, and ticket performance. I used performance metrics to guide coaching for teams of up to 20 employees and identified recurring incident patterns that contributed to process improvement.
In my analytics projects, I developed an interactive Power BI dashboard for customer retention, churn, and business KPIs, and designed a dashboard for commercial and sales performance. I also conducted A/B testing with statistical hypothesis testing to evaluate experimental performance.
