Abdessamed Esselma

Data Analyst at LAVAJET (2024-01 – Present)

Extracted and analyzed large-scale operational datasets using SQL to generate insights for director-level and Ministry decisions across 3 municipalities (Al Daayen, Al Shamal, Al Khor).
Designed, deployed and maintained the full Power BI dashboard suite covering call centre, customer service, HR, fleet, waste collection, procurement, and safety.
Built the 184 Call Centre SLA Performance Dashboard tracking SLA compliance, response times, case closure rates and repeat complaints across all 3 municipalities.
Managed and tracked 6,400+ government service requests with 98% data accuracy, maintaining a full audit trail for ministry compliance reviews.
Reduced average complaint resolution time by approximately 30% through structured CRM tracking, data validation and error-proofing — measured monthly via the 184 dashboard.
Improved operational efficiency by approximately 25% through KPI-driven workflow optimization and benchmarking against ministry targets.
Delivered regular analytical compliance reports to government ministries, translating complex CRM, fleet and SLA data into actionable recommendations.
Set up and maintained the underlying data infrastructure: ODBC / MySQL / Dataverse connections feeding the Power BI dashboard suite.

Operations & Technical Coordinator at LAVAJET (2024-01 – Present)

Coordinated daily field operations across 3 municipalities: vehicle routing, manpower distribution, equipment allocation, bin distribution, skip management and route planning.
Managed field inspection logs, bilingual (Arabic / English) documentation, and regulatory compliance reviews directly with ministry representatives.
Standardized operational reporting and record-keeping, building the data discipline that later underpinned the analytics function.
Acted as the operational bridge between field crews and management, ensuring service-level targets were met against ministry contracts.

Volunteer Coordinator — Ramadan Solidarity Campaign at Association Kafil El Yatim (2023-01 – 2023-12)

Led full logistics and operations planning for the distribution of 2,200 food baskets to 1,800 families across multiple districts.
Built a verified beneficiary database in Excel and Power BI, reducing duplicate entries by 35% and improving distribution accuracy.
Coordinated 12-volunteer packing teams per shift with multi-district delivery routing, and prepared final operational and financial dashboards for stakeholders.

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