Harshala Gupta
Customer Service Administrator
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About
To pursue a demanding career and be a part of a progressive organization that gives a scope to boost my knowledge and employ my skills towards the thickening of the organization.
Experience
Customer Service Administrator - Eastern Express - Stoke-on-Trent, UK
(2024-04 - 2025-12)
- Oversaw data entry, reporting, and process documentation, ensuring accuracy and efficiency in workflow management.
- Assisted in optimising customer service systems, improving response time and client satisfaction.
- Provided technical and administrative support, enhancing system functionality and user experience.
Business Intelligence Consultant (Student Role) - Lilaconnect - Stoke-on-Trent, UK
(2024-05 - 2024-09)
LilaConnect is a leading full-fiber broadband provider, enabling seamless high-speed connectivity across the UK.
- Developed a chatbot and live chat for the 1st and 2nd line IT helpdesk, reducing manual query resolution by 20% and improving response efficiency.
- Developed and presented a Power BI timesheet dashboard demo, reducing manual reporting time by 5+ hours per week.
- Trained 15+ employees on chatbot usage, enabling seamless adoption and further decreasing query resolution time.
- Engineered a Power App for subscription and trigger-based automation, ensuring daily reports on Power BI refreshed automatically and were delivered via email, eliminating 100+ manual exports per month.
- Recognized with a shout-out in the consultancy project for innovation and efficiency improvements in IT support and reporting automation.
Senior Analyst, Power BI Developer - Infocepts Pvt. Ltd. - Nagpur, India
(2020-08 - 2023-08)
Infocepts Pvt. Ltd. is a leading data analytics and business intelligence consulting firm that helps organizations leverage data for strategic decision-making.
- Developed the Data Governance Dashboard, integrating 7 key indicators and over 1000 DAX calculations, achieving a 49% efficiency improvement in year one and 98% stability within 12 months.
- Led the end-to-end development of the HR Dashboard, covering 7 pages of the employee lifecycle from hiring to attrition, including requirement gathering, dashboard design, and implementation.
- Created the IT Helpdesk Dashboard, automating high-priority ticket tracking, which eliminated manual processes and improved ticket resolution efficiency by triggering alerts for unresolved tickets.
- Revamped the Sales Dashboard, transitioning from annual data tracking to a daily basis model, focusing on data modeling and hierarchy management for more granular reporting.
- Enhanced the Project Dashboard by integrating project reports into Treqs, customizing triggers based on onsite/offsite positions and project stages to align with stakeholder requirements and improve project tracking.
- Optimized data models using SSDT and DAX transformations, resulting in faster report generation and more accurate data analysis across multiple dashboards.
- Implemented Row-Level Security (RLS) on complex tabular models, ensuring secure and role-based data access in dashboards.
- Designed interactive dashboards and features (e.g., Bookmark Panes and visual Level Filters) to improve user experience and data accessibility for stakeholders.
- Managed Power BI Organization Gateways, ensuring seamless data refresh schedules and automated reporting processes.
- Authored detailed documentation for Power BI reports and data models, enabling knowledge transfer and ensuring long-term system maintainability.
Education
Master in Business Analytics - Business Analytics - Keele University, UK (2023 - 2024)
Bachelor of Engineering - Computer Technology - Priyadarshini College of Engineering, Nagpur, Maharashtra, India (2015 - 2019)
