Tableau
Noor Kamil
Business & Data Analyst - Reporting Insights | Optimisation
Sydney,Australia
Summary
Experienced Analyst with a demonstrated history of working in Information Technology, Customer Relations, Financing and Operations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Reporting Insights Analyst
QBE Insurance
Sydney, NSW
09.2022 - 12.2022
- Policy, Process and Procedures
- Use standard business models and systems to complete tasks
- May be involved in the creation of more complex and specific reporting/data analysis models
- Developing and initiating measurable improvements to work processes
- Adherence to company policies and processes
- Continuous process improvement - Environmental Awareness/Customer Focus
- Liaise with the business to identify key metrics and develop reports or business models to monitor these on a regular basis
- Determine most suitable tool e.g
- Qlikview, mapping tool, data warehouse, SAS database, excel
- Identify trends, comparing to benchmarks and providing reports to the business
- Positive feedback
- Accurate analysis provided in a timely manner - Technical Performance
- Provide financial analysis and identify issues needing review
- Prepares reports on findings and makes recommendations to management
- Proactively maintain and enhance database tools to ensure they are flexible and meet changing business needs
- Maintain the BI encyclopedia and ensure it is up to date, review annually obtaining appropriate sign off
- Accuracy and timeliness of analysis and reporting
- Positive feedback
- Data warehousing meets business needs
- Accurate BI encyclopedia maintained - People Management
- May mentor junior employees
- Successful transfer of knowledge
Workforce Planning & Reporting Analyst
Justeattakeaway (Menulog)
Macquarie Park, NSW
08.2021 - 07.2022
- Produced monthly forecasts for both Internal and External contact centres
- Provided data-backed advice on realistic staffing requirements
- Implemented many improvements in the planning space including but not limited to; automated forecasting spreadsheets, improved visibility on outsource staffing scenarios, changed structure of teams to allow more cross skilled staff, spreadsheets to monitor real-time staffing gaps and surplus, improved productivity data reports
- Worked with reporting tools such as Google Data Studio, Teleopti, Calabrio, Tableau, Zendesk etc
- To create and distribute reports to relevant members of management
- Changed the structure of our daily meetings to improve stakeholders visibility on daily activities
- Other ad-hoc duties as required
Optimisation & Reporting Specialist
Aussie Loans Financial Group
Sydney, NSW
09.2021 - 02.2022
- Responsible for real time management to ensure all call queues are managed, by ensuring that people are in the right place at the right time, this role is critical for the business
- Analyse all supply and demand components across the Customer Contact Centre to prepare reports, providing solutions to facilitate business decision making and achieve right outcomes
- Telephony management - working with internal (Tech team) and external suppliers (AWS) to ensure day to day telephony functions are effective (ie skillset routing) and in place (ie IVR messages) to achieve business outcomes and customers experience
- Provide daily, weekly, monthly and ad-hoc reporting on contact center performance at individual and center level as well as statistics for Aussie
- Explain complex concepts and problems in simple terms, with the ability to communicate clearly and effectively at all levels.
Workforce Planning & Scheduling Analyst
HCF Australia
Sydney, NSW
04.2019 - 08.2021
- Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards
- Generate, analyse and maintain reports on outbound/inbound campaigns
- Ensure compliance to all company and industry guidelines
- Conduct root cause analysis to determine reasons for forecast variance, and recommend changes to recover intraday performance
- Perform all workforce management administrative duties associated with daily exception requests, updates to schedules, break optimisation, telephony skill changes, and overtime allocation
- Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics
- Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained
- Worked with reporting tools such as Verint, Avaya, Noble Harmony, Shifttrack, Microsoft Excel etc
- To create and distribute reports to relevant members of management.
Real Time Analyst
Datacom
Parramatta, NSW
05.2018 - 03.2019
- Critically analyse data to determine best solution to real-time problems
- Working towards achieving strict targets with minimal variance
- Managing over 700 employees; directing work flow to correct business lines
- Maintaining strong workplace rapport with all clients of workforce management
- Contributing to overall efficiency of work processes
- Identifying and resolving complex problems that are business critical
- Utilising workforce planning principles to analyse data and make decisions regarding workflow
- Comprehensive understanding of current contact center metrics such as GoS, AHT, Occupancy and
- Shrinkage
- Used management and performance systems such as WFM Genesis, Verint, Siebel CRM, Tableau,
- Microsoft Excel etc.
Senior Customer Service Representative
Datacom (Australian Taxation Office)
North Ryde, NSW
05.2017 - 05.2018
- Top skilled ATO Agent – trained in Debt, Business and Individual Services
- Trained in Webchat, investigating clients having problems with their MyTax via MyGov
- Trained in Correspondence work sent by clients via various platforms
- E.G
- (FAX or mail)
- Noor Kamil - page 3
- Negotiating Payment plans to assist clients pay their debts in the most efficient way
- Make requested policy account changes
- Consult with customers to evaluate needs and determine best options
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Handle a large amount of calls daily (Inbound/outbound) with duties including retrieving customer data and presenting relevant information about client’s record
- Research complicated cases without prompting to provide more comprehensive service to customers.
Education
Bachelor of Business and Commerce - Accounting and Business/Management
Western Sydney University
Sydney, NSW 01.2014 - 01.2017
Advanced: Microsoft Excel -
University of Sydney
Sydney, NSW 01.2019 - 01.2019
Higher School Certificate -
Patrician Brothers College
Sydney, NSW 01.2011 - 01.2013
Workforce Planning -
Australian Online Courses
Online 03.2020 - 03.2021
Skills
Continuous Improvement
Risk Reporting
Audit reporting
Business Performance Reporting
Stakeholder collaboration
Stakeholder engagement
Reporting and analysis
Certification
Noble Harmony Shifttrack - Nobel Systems Corp
Software
PowerBI
MS Office
Teleopti
Calabrio
WFM Genesys
Shifttrack
Verint
Medallia
Cornerstone
Workday
Timeline
Reporting Insights Analyst
QBE Insurance
09.2022 - 12.2022
Optimisation & Reporting Specialist
Aussie Loans Financial Group
09.2021 - 02.2022
Workforce Planning & Reporting Analyst
Justeattakeaway (Menulog)
08.2021 - 07.2022
Workforce Planning -
Australian Online Courses
03.2020 - 03.2021
Workforce Planning & Scheduling Analyst
HCF Australia
04.2019 - 08.2021
Advanced: Microsoft Excel -
University of Sydney
01.2019 - 01.2019
Real Time Analyst
Datacom
05.2018 - 03.2019
Senior Customer Service Representative
Datacom (Australian Taxation Office)
05.2017 - 05.2018
Bachelor of Business and Commerce - Accounting and Business/Management
Western Sydney University
01.2014 - 01.2017
Higher School Certificate -
Patrician Brothers College
01.2011 - 01.2013