Resume
15+
Years Experience
Business Intelligence & Data Insights
— plus —
Information Technology
Dual Focus
01 — Summary
Versatile Data and Insights Analyst with 15+ years of professional experience spanning
Business Intelligence, IT & Data Systems Management, and customer-facing operations.
Strong track record of transforming complex datasets into clear, actionable recommendations
for senior stakeholders. Experienced in building robust reporting systems, identifying
market and operational trends, and translating technical details into easy-to-understand
briefings that drive strategic decision-making. Open to relocation worldwide.
02 — Technical Skills
Data & Analytics
Automation & Scripting
Development & Web
Infrastructure & Systems
03 — Professional Experience
● Current Role
Oct 2023 – Present
Business Intelligence (BI) Analyst
Google xWF @ Concentrix — Malaysia
- Designed and managed WBR/QBR executive reporting pipelines — translating complex datasets into high-level narrative insights for senior leadership.
- Built and maintained BI dashboards and operational performance reports using Google-based analytics tools.
- Queried and analyzed large datasets using SQL across Google databases, Salesforce, and communication systems.
- Created and standardized sales, operational, and call-center KPIs — conversion rates, response times, agent productivity, and performance metrics.
- Integrated multi-source data into unified dashboards; managed Google billing analysis and usage monitoring.
- Collaborated with stakeholders to define reporting requirements, business metrics, and dashboard improvements.
Key Achievements
- Reduced WBR/QBR reporting cycle time by automating data extraction and pipeline processes, cutting turnaround from days to hours.
- Consolidated reporting for 5+ management teams into a single unified dashboard system, eliminating duplicated effort across departments.
- Standardized 30+ KPI definitions across Sales, Operations, and Call Center — eliminated metric discrepancies that previously caused misaligned reporting.
- Identified billing anomalies through usage monitoring analysis, improving cost visibility and flagging significant recoverable amounts for management.
- Delivered actionable trend analysis that directly informed strategic decisions on agent staffing and call routing policies.
Account Management
Jan 2022 – Oct 2023
Inside Sales Account Manager
IWG – Regus — Malaysia
- Managed client onboarding including KYC document collection and verification.
- Built and maintained long-term client relationships while identifying cross-selling and service expansion opportunities.
- Maintained accurate customer records, sales activities, and account updates within CRM systems.
- Coordinated with global center management teams to ensure smooth service delivery across regions.
Key Achievements
- Consistently met quarterly sales targets across a portfolio of 100+ business accounts throughout the tenure.
- Reduced client onboarding time by streamlining KYC document processes and coordinating efficiently with global center teams.
- Maintained a high client retention rate through proactive account management, early issue detection, and fast resolution.
- Ranked in the top performers regionally for consecutive quarters through disciplined follow-up and relationship management.
IT & Systems
Jul 2019 – Jun 2021
Manager of IT & Data Systems
The Offshore Partners Sdn Bhd — Malaysia
- Managed end-to-end IT operations including system administration, network infrastructure, and hardware.
- Planned and executed IT projects — system upgrades, deployments, and infrastructure improvements.
- Managed procurement, installation, and maintenance of IT equipment; provided technical support to all users.
Key Achievements
- Maintained 99.5%+ system uptime across all company IT infrastructure with minimal unplanned downtime.
- Delivered 10+ IT projects on time and within budget, including major system upgrades and network deployments.
- Reduced IT procurement costs by negotiating vendor contracts and implementing an equipment lifecycle management plan.
- Built and documented company-wide IT policies and support procedures, significantly reducing recurring support ticket volume.
Data Analytics
Nov 2016 – Jun 2019
Data Analyst
The Offshore Partners Sdn Bhd — Malaysia
- Collected, cleaned, and analyzed operational and business data to support decision-making and reporting.
- Developed reports and dashboards using Excel and Tableau to track KPIs and business performance.
- Assisted in automating reporting processes, reducing manual work and improving efficiency.
- Authored executive data briefings that simplified complex operational trends for management.
Key Achievements
- Automated 8+ recurring manual reports, saving the team 15+ hours per week in data preparation time.
- Developed a dashboard suite tracking 20+ operational KPIs, giving management real-time visibility for the first time.
- Improved data accuracy by 30% through systematic validation checks and standardized data entry protocols.
- Authored executive-level data briefings that directly influenced operational decisions and resource allocation.
Telesales
Feb 2014 – Sep 2016
Customer Support Representative – Sales Executive
Digital Globe Services Pvt. Ltd.
- Inbound and outbound telesales for residential customers — Cable, Internet, Phone, Home Automation, and Security services.
- Worked with America's top satellite providers (DirecTV, Dish Network, HughesNet) and cable providers (Comcast, RCN, Charter, Time Warner, and others).
- Generated Business Services leads and forwarded qualified prospects to dedicated business teams.
- Processed customers' confidential information (financial, SSN, personal data) with complete assurance and security compliance.
- Worked on Walmart DirecTV campaign — Customer-to-Agent and Agent-to-Agent DirecTV sales.
- Upsold additional products — Routers, Home Security, and Home Automation systems.
- Made cold calls to prospective customers; resolved complaints by identifying issues and escalating to relevant departments.
Key Achievements
- Consistently ranked in the top 10% of sales performers for monthly targets across inbound and outbound channels.
- Achieved highest unit sales on the Walmart DirecTV campaign for multiple consecutive months.
- Maintained 99%+ compliance on processing confidential customer data — zero security incidents across the full tenure.
- Increased average order value by 20%+ through effective upselling of premium bundles and add-on products.
- Recognised for low complaint escalation rate through proactive issue resolution before customer dissatisfaction escalated.
Customer Operations
Jun 2011 – Aug 2013
Customer Support Representative – Order Processing
TransData Pvt. Ltd.
- Campaign 1 – Online Order Processing: Processed online food orders for Hungry House (UK-based platform), forwarding to registered restaurants, managing delivery timing, and updating customers on order status and modifications.
- Campaign 2 – Customer Verification: Verified customer details by contacting employers and companies; obtained and synchronized customer data against existing records.
- Consistently achieved monthly verification and order processing targets.
Key Achievements
- Processed 100+ online orders per shift for Hungry House UK with 99.8% accuracy, minimising restaurant errors and missed deliveries.
- Consistently met monthly verification targets across both campaign types throughout the full 2-year tenure.
- Developed a personal double-check process before order forwarding that reduced error rate and improved customer satisfaction scores.
- Successfully managed high-volume peak-period workloads without decline in accuracy or customer feedback quality.
Development
2013 – 2016
Freelance Developer & Web Designer
Self-employed — Freelance Projects
- Android application development using Java on Eclipse IDE and Android Studio.
- Built database-driven applications using MySQL and SQLite for personal and small-scale use.
- Designed and developed responsive websites — HTML, CSS, JavaScript, and WordPress implementations.
- Developed productivity applications, UI prototypes, and complex programming projects for personal and client use.
- Designed various UI implementations and non-commercial tools to solve day-to-day workflow needs.
Key Achievements
- Delivered 10+ Android applications in Java, spanning productivity tools, database apps, and custom UI implementations.
- Built and deployed multiple responsive websites for personal and client projects using HTML/CSS/JS and WordPress.
- Developed MySQL/SQLite database applications that reduced manual data handling for end users.
- Self-taught full development lifecycle — from requirements and design through to deployment — without formal instruction.
Ongoing
- Conduct environmental clean-up expeditions across coastal areas, riverbanks, and hiking trails.
- Manage end-to-end content production — filming, editing, and publishing — to document environmental impact and promote conservation.
Key Achievements
- Built and grown a YouTube channel dedicated to nature conservation and environmental awareness content.
- Produced and published multiple clean-up expedition videos documenting tangible environmental impact.
- Managed all aspects independently — planning, field operations, filming, editing, and channel management.
- Demonstrated the same analytical mindset applied to data work — systematic, evidence-based, outcome-focused.
04 — Education & Certifications
Computer Hardware Repair and Maintenance
Punjab Vocational Training Institute — 1,920 hours of practical training covering software installation, hardware upgrading, system configuration, and networking.
Bachelor of Computer Science — Incomplete
Punjab University, Lahore
Intermediate in Commerce (I.Com)
BISE, Lahore
Let's connect
Open to BI, Data Analytics, IT & Data Management roles — available to relocate worldwide.