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Skills

  • Analytics
  • Data Analysis
  • Data Management
  • Microsoft
  • Microsoft Excel
  • Power BI
  • Python
  • Stata
  • Statistical Analysis
  • Tableau

Services

  • Data Analytics

    $6/hr Starting at $25 Ongoing

    Dedicated Resource

    I love data, I understand data, and I love telling stories through data. I am a skilled Data Analyst with a bachelor's degree in statistics, and experience analyzing data using Python, Microsoft excel,...

    AnalyticsData AnalysisData ManagementMicrosoftMicrosoft Excel

About

Telling stories through data

Mary Joan
LinkedIn: https://www.linkedin.com/in/mary-joan-mukami-04398a200/

I am an experienced data analyst currently working in the Business Process Outsourcing
industry. I have experience processing big data to provide meaningful insights to
businesses. In my field, I have not only grown to understand more about data but also,
the essence of building strong interpersonal relations with all stakeholders, colleagues
and clients.

Current Role
Collect and consolidate data from various systems and databases.
Generate regular and ad-hoc reports on key performance indicators
(KPIs), service levels, and agent performance.
Analyze data trends to identify patterns and recommend
improvements.
Ensure data accuracy and integrity for decision-making.
Support management with actionable insights for process
improvements.
Automate reporting processes to enhance efficiency and reduce
manual work.
Collaborate with different departments to provide customized reports
and analysis.
Forecast call volumes based on historical data to predict customer
demand.
Create agent schedules to align staffing with forecasted call volumes.
Monitor real-time performance, adjusting staffing levels or breaks to
meet service levels.
Analyze trends in call patterns and agent productivity to improve


Call center experience
Report on key metrics like service levels, adherence, AHT and
occupancy rates.
Collaborate with management to optimize staffing plans and resource
allocation.
Recommend process improvements to enhance operational
performance.
Manage workforce tools and software used for scheduling and
performance monitoring.
Monitor real-time call queues to ensure appropriate agent availability.
Track adherence to schedules and notify supervisors of deviations.
Adjust agent schedules in real-time (breaks, shifts) to balance
workload.
Respond to spikes in call volumes by reallocating resources or
offering overtime.
Report on real-time performance metrics such as service level,
average handle time (AHT), and wait time.
Escalate technical or operational issues that impact service delivery.
Communicate with team leaders about staffing needs or urgent
adjustments.
Provide live updates on service levels to ensure targets are met.
Data Visualization | Power BI | Microsoft office Excel | Microsoft suite |
R studio | Data Analysis and Reporting | Power Apps

I have amassed advanced experience interacting with big data and deriving actionable insights. I possess strong analytical and problem-solving skills, as well as excellent communication and teamwork abilities. As a highly motivated and enthusiastic individual, I am confident that I can make a meaningful contribution to your project

Education
Bachelor of Statistics