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Service Analyst – Chief Marketing Office & Enterprise Data Office o Designed and implemented an SLA dashboard using SAS, SQL, and Power BI to ensure processors meet agreed deadlines for complaints and requests, increasing productivity by 20% o Analyzed feedback from CSAT surveys and monitored the resolution of negative feedback to ensure proper de-escalation o Produced quarterly and annual performance reports for various departments. o Presented insightful reports to business units, offering data-driven recommendations and solutions. o Collaborated with teams to monitor and ensure the successful implementation of recommended solutions. o Developed dashboards in Power BI using data from SAS, SQL, and Python. o Migrated the CSAT survey to Qualtrics and created reports and dashboards based on collected data. o Developed ad-hoc dashboard reports in Power BI based on business requests. o Extracted data from AWS Athena as per user requests MIS Officer – ITG o Monitors project timelines and follows up with program owners as needed to ensure timely progress o Generates reports based on project timelines to track milestones and identify potential delays o Develops SDLC documentation and process matrices to standardize workflows o Tracks and reviews historical and current incident report tickets to ensure all issues are resolved and closed o Coordinates audit findings with stakeholders to ensure timely resolution of identified issues

o Designs and develops dashboards, reports, and visualizations tailored to client requirements, ensuring alignment with available data (University, Oil & Gas, Hotel, Sales and HR industry) o Performs ETL processes to prepare and transform data for dashboard creation. o Creates comprehensive documentation and conducts walkthroughs for end users. o Defines client requirements, key metrics, KPIs, and business needs to ensure data-driven decision-making. o Generates insights and provides strategic recommendations in collaboration with key stakeholders.

o Automated o Create & Provide daily/weekly/monthly performance report o Creates ad-hoc reports based on stakeholders’ requirements o Creates automation reports to remove redundant task o Creates dashboards across all teams o Projects o Quality Team’s Dashboard Automation – VBA Excel and MS o Access o Playtech Team’s Daily Task Tracker – VBA and MS Excel o Customer Service Database Migration from MS Access, MS Excel o to MS SQL Server 2014(Project Lead) o Back Office Database Migration from MS Excel to MS SQL o (Project Lead) o Projects  Quality Team’s Dashboard Automation – VBA Excel and MS Access  Play-tech Team’s Daily Task Tracker – VBA and MS Excel  Customer Service Database Migration from MS Access, MS Excel to MS SQL Server 2014(Project Lead)  Back Office Database Migration from MS Excel to MS SQL (Project Lead)

o Creates Automation for reports using VBA, Excel, Macros o Produce reports from extracted data o Produce reports for clients with analysis and recommendation o Creates QBR presentations for clients

o Provides application support to Operations o Test new and current system and creates test plans for testing o Creates manuals of applications o Prepares report for upper management o Conducts meeting with Operations Managers and Team Lead for demo of system enhancements

o Process assigned reports o Creates Macro for reports improvement (for reports owned by the team) o Coordinates with stakeholders’ requirements for report migrations and report improvements o Creates documentations (SOP and IOP) for reports o Ensure that all reporting is carried out in a timely and accurate manner o Proactively suggest improvements and additional value the team can add to each report o Creates database to output reports using MS SQL and SPSS o Conducts meetings to other point person from other team to get inputs on report improvements o Projects  Recruitment System – upgrading of manual applicant’s form to a database (created in MS Access)  One Data Project – Optimized a database system using MS SQL and SPSS to automate data consolidation from multiple sources. This enhancement reduced report generation time by five hours per cycle and earned recognition for innovation and efficiency.