Associate MI Data Analyst at British Gas Home Energy (2026-03 – Present)
- Architect and maintain a suite of Power BI dashboards tracking field operations KPIs (service delivery, cancellation rates, customer experience, financial performance) across multiple UK districts — consumed daily by operations managers and senior leadership.
- Automated 6 manual reporting processes, cutting report preparation time by ~40% and eliminating data-entry errors that previously required weekly corrections.
- Built a cancelled-jobs analysis dashboard covering cancellation rates by district, root-cause ranking, and 12-month trend views, enabling targeted district-level interventions.
- Enhanced executive decision-making by designing drill-through visuals and trend indicators that reduced time-to-insight from days to minutes.
- Collaborated with cross-functional teams to define KPI definitions, data sources, and refresh schedules, ensuring single-version-of-truth reporting.
Complaint Analyst at British Gas Home Energy (2024-01 – 2026-03)
- Conducted root-cause analysis on complaint data patterns, identifying systemic process failures and presenting findings to senior stakeholders; recommendations adopted in 3 process redesigns.
- Partnered with legal, compliance, and customer service teams to resolve high-impact escalations, consistently meeting regulatory SLAs.
- Developed structured complaint tracking reports in Excel and Power BI, reducing manual triage effort and improving visibility of recurring issue clusters.
Customer Resolution Specialist at British Gas Home Energy (2023-07 – 2024-12)
- Resolved 95% of PAYG customer inquiries at first contact, driving a measurable uplift in Net Promoter Score.
- Reduced average handling time by 15% through process optimisation across SAP, Agent Workbench, and Amazon Connect.
- Maintained 100% on-time resolution of smart and conventional meter queries within the 48-hour SLA window.
Business Analyst Intern at Dataleum (2024-07 – Present)
- Led requirements discovery for an Ed-tech LMS project — facilitated workshops, documented 80+ functional and non-functional requirements in Notion, and presented a full cost-benefit analysis to leadership.
- Produced a structured build-vs-buy recommendation that weighed vendor platforms against an in-house solution, factoring in revenue impact and operational efficiency.
Branch Head & Portfolio Analyst at Trivista Capital Limited (2020-01 – 2023-04)
- Drove a 35% increase in branch customer base through targeted acquisition campaigns and improved service delivery as P&L-accountable branch lead.
- Reduced loan default rate by 75% by implementing a data-driven credit-scoring and repayment-monitoring framework — directly protecting branch portfolio health.
- Assessed and restructured core branch processes, identifying bottlenecks and implementing workflow improvements that reduced turnaround times.
Relationship Manager at Trivista Capital Limited (2018-09 – 2020-01)
- Managed 150+ client portfolio; maintained 98% on-time loan repayment rate and 95% client retention rate.
- Boosted loan uptake by 10% through targeted sales strategies, increasing branch portfolio income.
- Increased team productivity by 25% by coaching new team members on CRM and core software tools.
- Improved customer satisfaction scores by 20% through structured feedback loops and responsive client communication.
