Haji

Data Expert

Consulting • Tiempo completo

Jul 2024 - Present • 2 yrs 2 mos

With 10+ years’ experience in data insight, systems configuration and contact centre operations, I help businesses improve customer experience, unlock better reporting and make smarter use of their technology. I have led and supported multi-channel contact centre environments across voice, email, chat and messaging, with experience in retail, education and energy sectors. My work has included contact centre setup, queue and routing optimisation, KPI development, workflow improvement and operational performance reporting. I specialise in Genesys Cloud, including configuration, analytics, surveys, evaluations, transcripts, queue performance, agent performance and API-based reporting. I can help extract and analyse Genesys data, build dashboards, automate reporting and turn complex MI into clear, actionable insight. I also have experience with platforms such as Zendesk, Salesforce, Power BI and AI/LLM tools including ChatGPT. I can help connect systems to dashboards or AI tools so businesses can interrogate data, identify trends and make faster decisions. Key achievements include building performance dashboards, improving reporting visibility, supporting automation projects, optimising customer journeys, and helping teams reduce manual work through smarter systems and processes. My approach is practical, collaborative and outcome-focused: better data, better systems and better customer experiences.