Operations Specialist (Analytics) (Client: Samsung Electronics Canada) - PREMIUM RETAIL SERVICES CANADA - Mississauga, ON
(2023-01)
Oversaw end-to-end service Field and Marketing operations for Samsung Canada's Digital Electronics division, ensuring operational performance targets were consistently met. Directed cross-functional teams, streamlined service workflows, and presented actionable performance insights to senior leadership.
- Led daily operations tracking over CAD 1 Billion in annual transactions, producing year-over-year sell-out performance reports to guide senior management decisions.
- Transformed an outdated field team database into a meticulously maintained SQL repository, improving data accuracy through continuous collaboration with operational leaders and field staff.
- Engineered an automated KPI dashboard replacing a static report, enabling real-time visibility into field team performance and visit management—directly improving service delivery efficiency.
- Simplified and automated a complex tracker connecting three data sources, converting a monthly reporting cycle to weekly, enhancing stakeholder alignment on parts orders and reducing service delays.
- Developed a comprehensive Field Marketing Representative scorecard linking team activities to business objectives, improving performance accountability and coaching effectiveness.
- Led survey deployment and analyzed responses, delivering data-driven recommendations for critical service delivery decisions to senior management.
- Onboarded and mentored new team members, accelerating ramp-up times and maintaining high service standards across the team.
Commercial Operations Analyst & Project Coordinator - DYE & DURHAM CORPORATION CANADA - Toronto, ON
(2021-01 - 2023-12)
Partnered with product, sales, software development, and finance teams to optimize service delivery processes and improve operational reporting across Canada, Australia, the UK, and Ireland. Recognized for business acumen and embedded into the core Software Development team.
- Developed a mathematical model to accurately manage credit allotment during a major platform migration, resulting in a 15% increase in service continuity and sales performance.
- Collaborated with the Finance team to provide acquisition analysis that saved the organization CAD 3 Million; designed a Power BI dashboard to monitor migration churn across delivery phases.
- Automated Capex report generation using Python (Pandas), reducing report turnaround from 5 days to 3 hours—replicating this improvement across multiple regional operational teams.
- Built sprint dashboards and burn charts for project teams; automated updates for scrum masters to improve workflow visibility and delivery tracking.
- Extracted operational data via advanced SQL queries and provided ad-hoc performance reports to business leaders to support timely decisions.
- Administered Jira for developer onboarding, timesheet tracking, and time log reporting, ensuring compliance and accountability.
Customer Service Performance Analyst - BELL CANADA - Mississauga, ON
(2018-01 - 2019-12)
Served as the primary analytics and reporting lead for the Small Business Sales team at Canada's largest telecom provider, delivering strategic insights to C-suite executives and driving measurable performance improvements.
- Developed analytics dashboards and reports in alignment with stakeholder reporting needs, providing the sales leadership team with performance insights to inform key operational decisions.
- Improved team sales performance by 35% through a linear regression model that identified the most significant factors driving results, enabling more targeted coaching and resource allocation.
- Cleaned and categorized 8 previously undefined call dispositions and built a predictive model and data governance framework, enabling more accurate forecasting and leads management.
- Simplified monthly KPI and daily/weekly reports within a new BI tool (MicroStrategy), providing performance transparency to executive leadership.
Assistant Manager – Operations & Analytics - CAPTIA INDIA - Mumbai, India
(2016-01 - 2018-12)
Managed daily, weekly, and monthly operational reporting and analytics for the sales and customer service teams of the UK's largest telecom provider. Collaborated with diverse stakeholders to extract meaningful insights and drive continuous service improvement.
- Analyzed a complex attrition model for sales and customer service teams, reducing attrition by 8% through prescribed action items for at-risk employees—ensuring team stability and service continuity.
- Provided 1-on-1 advisory to clients on analytics best practices, improving the quality of weekly operational reporting.
- Identified an inaccurate KPI calculation and recommended a more precise metric, resulting in consistently achievable and meaningful performance targets for frontline staff.
- Applied Tableau best practices to optimize existing dashboards, significantly reducing load times and improving usability for frontline operations teams.
- Initiated weekly team sessions to share best practices, discuss workflow improvements, and elevate the capabilities of the operations and sales teams.
