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I'm Mohamed Yousfi, a results-driven Customer Support Supervisor turned data analyst based in Sofia, Bulgaria. I bring over five years of experience in technical support, B2B client services, and operational leadership, with a track record of improving customer satisfaction and streamlining processes. I'm passionate about turning raw data into actionable insights using SQL, Python, Excel, and Power BI. I build dashboards to monitor CSAT, resolution times, and agent performance, mentor teams, and lead cross-functional projects to boost efficiency and business outcomes.…I'm Mohamed Yousfi, a results-driven Customer Support Supervisor turned data analyst based in Sofia, Bulgaria. I bring over five years of experience in technical support, B2B client services, and operational leadership, with a track record of improving customer satisfaction and streamlining processes. I'm passionate about turning raw data into actionable insights using SQL, Python, Excel, and Power BI. I build dashboards to monitor CSAT, resolution times, and agent performance, mentor teams, and lead cross-functional projects to boost efficiency and business outcomes.

Mohamed Yousfi

Project Manager, Data Scientist, Content Producer, +5

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I'm Mohamed Yousfi, a results-driven Customer Support Supervisor turned data analyst based in Sofia, Bulgaria. I bring over five years of experience in technical support, B2B client services, and operational leadership, with a track record of improving customer satisfaction and streamlining processes. I'm passionate about turning raw data into actionable insights using SQL, Python, Excel, and Power BI. I build dashboards to monitor CSAT, resolution times, and agent performance, mentor teams, and lead cross-functional projects to boost efficiency and business outcomes.…I'm Mohamed Yousfi, a results-driven Customer Support Supervisor turned data analyst based in Sofia, Bulgaria. I bring over five years of experience in technical support, B2B client services, and operational leadership, with a track record of improving customer satisfaction and streamlining processes. I'm passionate about turning raw data into actionable insights using SQL, Python, Excel, and Power BI. I build dashboards to monitor CSAT, resolution times, and agent performance, mentor teams, and lead cross-functional projects to boost efficiency and business outcomes.

Available to hire

I’m Mohamed Yousfi, a results-driven Customer Support Supervisor turned data analyst based in Sofia, Bulgaria. I bring over five years of experience in technical support, B2B client services, and operational leadership, with a track record of improving customer satisfaction and streamlining processes.

I’m passionate about turning raw data into actionable insights using SQL, Python, Excel, and Power BI. I build dashboards to monitor CSAT, resolution times, and agent performance, mentor teams, and lead cross-functional projects to boost efficiency and business outcomes.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

Bulgarian

Fluent

English

Fluent

Work Experience

Technical Support at Pontica Solutions

December 31, 2022 - December 31, 2022

Experience in fraud investigations, KYC/AML processes, and risk management within iGaming and financial services sectors. Skilled in data analytics, e-payments, and handling online gambling operations with precision and professionalism. Strong background in team leadership, performance motivation, and delivering results through critical thinking, attention to detail, and cross-functional collaboration.

Technical Support at Pontica Solutions

January 1, 2022 - January 1, 2022

Experience in fraud investigations, KYC/AML processes, and risk management within iGaming and financial services sectors; skilled in data analytics, e-payments, and handling online gambling operations with precision and professionalism.

Supervisor / Consultant, Data Analyst at Freelance & Project-based Remote

January 1, 2022 - November 8, 2025

Provided Tier 1-2 technical support for B2B SaaS and tech clients; built Power BI dashboards to monitor CSAT, resolution time, and agent performance; reduced ticket backlog by 20% using SQL-based trend analysis and automation; led small project teams and oversaw daily operations to ensure smooth workflows and timely task completion; leveraged Excel and Python for data analysis and reporting.

Client Advisor at Telus International Europe

December 31, 2020 - December 31, 2020

Reservation tickets, plane hotels and insurance via phone. Excellent verbal and written communication skills. Assisted customers with product selection based on individual needs and preferences. Exceeded sales targets and contributed to bank marketing and awareness campaigns to grow the customer base. Participated in networking events to establish valuable industry connections.

Client Advisor at TELUS International Europe

January 1, 2020 - January 1, 2020

Provided product recommendations based on individual client needs; contributed to bank marketing and awareness campaigns; achieved sales targets; supported cross-functional collaboration between marketing and product teams to improve customer experience.