Customer Service Performance Analytics
Analytics pipelines and Tableau dashboards to improve customer service performance monitoring.
Business issue
Why I was brought into the project
Customer service management needed stronger analytics and monitoring to improve operational efficiency and oversee global activities.
Context
The environment around the project
Customer service teams needed better visibility on performance and operational activity.
Functional environment
The functional context focused on customer service performance, operational monitoring and management reporting.
Technical environment
The technical environment combined Dataiku, Python, PySpark, SQL on Teradata, Informatica, ODI, Tableau and Salesforce.
Challenges
The work required combining strategic analyses, ETL pipelines, Tableau dashboards and data governance tooling across several environments.
Solution
My contribution and its impact
My contribution to the project
I conducted strategic analyses, built dashboards, developed ETL pipelines, designed data governance tools and supported team delivery.
- Customer service performance dashboards
- Strategic data analyses
- ETL pipelines across multiple environments
- Data governance support tools
Impact
The projects improved visibility on customer service operations and gave management better tools to detect improvement opportunities.
- Improved monitoring of global customer service activities
- Better identification of operational improvement areas
- Stronger analytics delivery practices within the team
Impact metrics
Approach
How I structured the work
- Analyze large customer service datasets to identify improvement opportunities.
- Build ETL pipelines and Tableau dashboards for monitoring.
- Support governance tooling and mentor team members on delivery practices.
Takeaways
What I learned from this project
- Operational analytics must be close to management routines to create impact.
- Dashboards are stronger when backed by reliable ETL and governance foundations.
- Leading delivery requires balancing technical work, mentoring and stakeholder communication.