Maithilee Gurjar

Results-driven Data Analyst with over 3 years of experience in data analysis and business intelligence across multiple industries.

Microsoft Certified

Power BI Data Analyst, skilled in designing and delivering data quality assessments, management information solutions, and performance insights. Proficient in SQL with a strong ability to identify trends, troubleshoot issues, and support data-driven decision-making. Experienced in coaching junior analysts and collaborating with cross-functional teams to align analytics with business goals.

Effective communicator, confident in presenting complex data findings to senior stakeholders. Currently seeking a full-time role in data analysis or data engineering to apply expertise in reporting, data architecture, and continuous improvement.

Operations Analyst (Customer Experience) at Teleperformance (2026-04 – Present)

• Manage 50+ live chat interactions daily, maintaining performance against key KPIs including First Contact Resolution FCR, Average Handle Time AHT, and Customer Satisfaction CSAT.
• Consistently meet and exceed Service Level Agreements SLA by ensuring timely responses and high-quality resolutions across multiple concurrent chats.
• Perform real-time analysis of customer queries to identify root causes, improving resolution rates and reducing repeat contacts.
• Track and document interaction data, contributing to KPI monitoring, trend analysis, and performance reporting.
• Achieve high Quality Assurance scores (95%+) by maintaining accuracy, compliance, and strong written communication standards.
• Identify recurring issues through data analysis and support process improvements that enhance operational KPIs and efficiency.
• Maintain chat concurrency of 2-4 sessions simultaneously while balancing speed, accuracy, and customer experience metrics.
• Support multi-channel operations (chat, email, phone) while adhering to strict SLA timelines and productivity benchmarks.
• Maintain Excel sheets for better Analysis of daily customer interactions to increase the performance.

Sales (Deli, Uber) Assistant at SuperValu (2025-10 – 2026-02)

Sales Assistant at Currys (2024-11 – 2025-06)

Sales Representative at Circle K Europe (2023-12 – 2024-11)

Software & Data Engineer at iLink Multitech Solutions (2021-04 – 2023-08)

• Worked as a Software Engineer in a data submission team, focusing on ETL processes. Collaborated closely with management on data transformation tasks, applying Pandas for structured data processing.
• Transformed raw Excel files with Advanced Excel Functions like - VLOOKUP, MATCH, INDEX to develop a prototype script in Python to automate text and date format transformations in Excel datasets.
• Used Azure Data Factory for building and managing ETL pipelines across cloud environments.
• Participated in Scrum meetings and communicated regularly with stakeholders to align tasks and timelines.
• Developed, maintained, and optimised over 20 Power BI dashboards to monitor KPIs and project progress.
• Analysed large datasets using SQL to uncover trends and support operational decisions.
• Automated reporting workflows, reducing manual workload by approximately 40%.
• Delivered insights to senior management to support strategic planning and execution.
• Ensured accuracy and consistency of data across various business systems and functions - performed data validation, transformation, and cleaning using Python (Pandas) to prepare datasets for analysis.
• Supported the migration of reporting systems to Azure Cloud, improving scalability and performance.
• Designed and developed over 15 interactive Power BI dashboards to support real-time KPI monitoring and reporting. Engaged in tool-specific training and discussions, including topics on AI, NLP, Alteryx, and ChatGPT.
• Contributed to backend data processes and pipeline management, including production support and system monitoring.
• Participated in daily Scrum meetings with QA testers, architects, and technical specialists, receiving tasks aligned with Agile sprints.
• Managed and validated Jira tickets related to production issues and testing activities.
• Performed performance testing using JMeter to assess user load capabilities and system behaviour under stress.
• Conducted REST API testing using Postman by sending and validating requests with JSON-formatted payloads to verify endpoint functionality, data integrity, and system reliability. Used Excel lookups to validate data accuracy and consistency across reporting layers.
• Developed Power BI dashboards and supported data operations for health and pensions sector client, requiring PL-300 certification for all team members.
• Applied data warehousing principles, including OLAP/OLTP and SCD, in historical reporting and KPI dashboard design.
• Gained exposure to cloud computing services, including Informatica Cloud for data integration and application integration tasks.
• Created and monitored taskflows and ICAI processes with scheduler tools in both Informatica and MFT environments - supported both application and data integration from varied sources, including flat files, XML files and online platforms. Employed MFT tools to securely transfer files via SFTP, with scheduling and validation to ensure successful ingestion.
• Used 4+ SQL Servers for data extraction, transformation, and analysis, contributing to improved reporting reliability.
• Automated workforce productivity reports, reducing manual reporting time by 35%.
• Built ETL workflows in Informatica Cloud to integrate data from SQL Server, Excel, Salesforce CRM, and flat files and online sources.

Data Analyst at Futuretech Integrated Solutions (2020-10 – 2021-04)

• Worked within a consultancy delivering services to non-IT clients like Solar Energy Sector clients, including government-related projects.
• Conducted market performance analysis and KPI reporting using Tableau to support operational decision-making.
• Developed Excel-based financial reporting tools, resulting in a 15% reduction in data discrepancies.
• Created interactive Tableau dashboards to improve stakeholder visibility and inform financial strategies.
• Assessed and organised raw Excel data, identifying structure, inconsistencies, and gaps to prepare for analysis.
• Established live data connections between SQL Workbench and Tableau to enable real-time reporting - performed data modelling in SQL Workbench to structure datasets for visualisation and reporting.
• Applied LOD calculations within Tableau to deliver accurate and flexible insights.
• Ensured all data activities complied with GDPR and relevant industry regulations.

MSc in Data Analytics – Dublin Business School (2023-09 – 2025-02)

MSc in Data Science and Big Data Analytics – MIT World Peace University (2019-07 – 2021-05)

BSc in Computer Science – Savitribai Phule Pune University (2014-07 – 2018-10)