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Operations Analyst leveraging SQL, Excel, and advanced Workforce Management (WFM) tools to optimize customer service environments. I automate reporting workflows, build dashboards, and turn complex operational data into actionable performance insights for stakeholders. I specialize in ETL/data modeling, KPI tracking, and improving reporting accuracy across multi-platform operations—reducing manual effort, schedule variance, and operational inefficiencies through reusable templates, macros, and interactive business intelligence.…Operations Analyst leveraging SQL, Excel, and advanced Workforce Management (WFM) tools to optimize customer service environments. I automate reporting workflows, build dashboards, and turn complex operational data into actionable performance insights for stakeholders. I specialize in ETL/data modeling, KPI tracking, and improving reporting accuracy across multi-platform operations—reducing manual effort, schedule variance, and operational inefficiencies through reusable templates, macros, and interactive business intelligence.

Fredrick Maina

Data Scientist, Data Analyst, Data Visualizer, +2

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Operations Analyst leveraging SQL, Excel, and advanced Workforce Management (WFM) tools to optimize customer service environments. I automate reporting workflows, build dashboards, and turn complex operational data into actionable performance insights for stakeholders. I specialize in ETL/data modeling, KPI tracking, and improving reporting accuracy across multi-platform operations—reducing manual effort, schedule variance, and operational inefficiencies through reusable templates, macros, and interactive business intelligence.…Operations Analyst leveraging SQL, Excel, and advanced Workforce Management (WFM) tools to optimize customer service environments. I automate reporting workflows, build dashboards, and turn complex operational data into actionable performance insights for stakeholders. I specialize in ETL/data modeling, KPI tracking, and improving reporting accuracy across multi-platform operations—reducing manual effort, schedule variance, and operational inefficiencies through reusable templates, macros, and interactive business intelligence.

Available to hire

Operations Analyst leveraging SQL, Excel, and advanced Workforce Management (WFM) tools to optimize customer service environments. I automate reporting workflows, build dashboards, and turn complex operational data into actionable performance insights for stakeholders.

I specialize in ETL/data modeling, KPI tracking, and improving reporting accuracy across multi-platform operations—reducing manual effort, schedule variance, and operational inefficiencies through reusable templates, macros, and interactive business intelligence.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Work Experience

Freelance Data & Analytics Consultant at Self-Employed

January 1, 2023 - Present

Used advanced SQL to extract, clean, and analyze operational datasets for clients, cutting daily reporting compilation time by 25%. Built automated Excel data models with Power Query to streamline KPI tracking for remote customer care and servicing operations. Administered and integrated WFM tools to monitor agent utilization and identify schedule variance patterns, saving 10+ hours weekly in manual overhead. Designed dynamic dashboards to translate complex operational metrics into clear insights for operations managers. Collaborated with client technical teams to audit and fix database tracking discrepancies, improving reporting accuracy and data integrity. Created reusable Excel reporting templates and VBA macros for SMEs to eliminate redundant manual reporting and save clients several operational hours each week.