Experience

Remeha

• Netherlands
• Manufacturing
• 300 - 400 Employee

• Business Analyst

  • May 2021 - Present



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Data-analyst Motorola

  • Aug 2017 - Apr 2021

  • Developing strategies to improve the quality and accuracy of reports issued to Motorola• Own data analysis process and trends• Working effectively with stakeholders at all levels across the company• Creating and monitoring reports relating to customers’ feedback and highlight trends• Driving initiatives resulting in positive business impact• Completing MBR/QBR against KPIs to share our success/challenges to stakeholders• Providing in depth ad-hoc analysis• Ensuring Motorola reporting system works effectively and optimally at all levels• Maintaining and updating cloud infrastructure• Applying agile methodology to keep up with changing trends• Fast paced and constantly changing KPI’s and measurements• Updating and creating various Power Bi cloud reports• Data governance and lineage to ensure data quality• Implementing policies and frameworks• Creating and maintaining process flowcharts• Project implementation and management• Line manager for internal trainer

• Data-analyst Citi bank

  • Mar 2018 - Nov 2018

  • Issuing daily/weekly/monthly and quarterly reporting• Importing data from various external data sources• Complete monthly invoicing• Monitoring of inbound volumes against SLAs• Monitoring of volumes forecast and Team scheduling• Supporting and maintaining regular team performance reporting and feeding back to stakeholders• Data Governance and lineage to ensure data quality• Implementing Policies and Framework

• Data-analyst PMI

  • Aug 2017 - Mar 2018

  • Being the Client’s main point of contact• Assisting project implementation and management throughout• Analysing customer satisfaction• Managing KPIs• leading weekly ops call• Use data to create models that depict trends in the customer base• Solving business problems, by mapping and then tracing the data• Data quality and lineage

• Customer Service Escalation Agent

  • May 2017 - Aug 2017

  • Supporting and coaching the customer service team• Completing quality monitoring and providing feedback accordingly• Managing numerous escalation queues• Developing sound knowledge of products and procedures • Dealing with complaints and manager call-backs• Providing feedback to client on roadblocks• Resolving product quality and safety cases• Managing cases with repair centres to resolve urgent cases

• Customer Service Agent

  • Jul 2014 - May 2017

  • Responding promptly to customer enquiries while managing high amounts of incoming calls• Taking ownership of customers issues and follow problems through to resolution• Identifying and assessing customers’ needs to achieve satisfaction• Organising workflow to meet customer timeframes• Keeping records of customer interactions and transactions• Keeping up to date with scope of supported devices and featured