Data Scientist Call Center

PERSONAL INFORMATION

Name: Yusuf Kiwanuka Address: 2146 Sunset-Cliffs Blvd San Diego

Contact: +1-619-***-**** Email Address: **********@*****.*** EDUCATION GPA – 3.9

Qualification Degree Institution Years

Masters of Statistics San Diego State University 2024 – Present Bachelor's Degree in Statistics Makerere University 2013 - 2017 TECHNICAL SKILLS

• Programming Frameworks – Python, SQL, Pandas, NLP, SciKit-Learn, R, TensorFlow, PyTorch

• Data Visualization – Tableau, Excel, Power BI

• Data Cleaning, Transformation, and Statistical Machine Learning WORK EXPERIENCE

Teaching Assistant at San Diego State University Jan 2024 to Date

• Instructional Teaching support: Delivered instruction on statistical methods and data analysis techniques using R, supporting students in mastering concepts like regression, hypothesis testing, and data visualization.

• Grading and Evaluation: Graded assignments, exams, and projects, providing clear and constructive feedback to students to ensure understanding and improvement of statistical skills

• Tutoring and Student Support: Offered one-on-one tutoring and held office hours to assist students with statistical concepts and course material Operations Analyst at Engie Energy Access July 2023 to July 2024

• Predictive modelling of sales data: Leveraged statistical methods to uncover trends and seasonality in client repayments, resulting in a 34% sales increase per month

• Call center resource optimization. Analyzed call center metrics, identifying key improvements that enhanced daily productivity by about 25%

• Automated daily reports using Google APIs and ETL processes, ensuring timely sales, stock, and customer collections monitoring. Leveraged Tableau REST API to deliver refreshed reports every 2 hours to the sales team. Improving reporting frequency by 100%

• Product Supply Chain Analysis. Worked with the country operations team to ensure the visibility of all points of the operations process. This improved efficiency by reducing overstocking

• Developed cost-benefit analysis models for service center points, analyzing revenue generation per agent versus service center costs. This led to a 36% improvement in revenue generation by service centers

Business Analyst at Platinum Credit Limited Jan 2020 to June 2023

• Implemented strategies to meet portfolio performance targets through multivariate market analysis. Thus, increasing the SME portfolio by 85%, considering the start of 2023

• Monthly projections for revenues and performance of the products take into consideration the seasonality and changes in the economy

• Identified Policy and risk gaps: Analyzed current lending policies for gaps contributing to defaults, assessed potential threats, and estimated their impacts and likelihood. This led to a reduction of bad debt by 0.3% of the portfolio

• Stakeholder Engagement: Foster relationships with departments and ensure stakeholders can easily interpret product reports through effective visualization. Data Analyst at Platinum Credit Limited Sept 2018 to Dec 2019

• Analyzed daily collections from loans, identifying customer deposits, arrears, and loan portfolio performance. This helped reduce the bad debt of the company

• Collaborated with Credit and Finance to enhance compliance, reduce fraud, and implement data controls that minimize the costs

• Prepared daily, quarterly, and monthly reports to enhance management decision-making, leading to increased daily loan disbursement through effective planning based on sales trends.

• Daily handling of Sales team Complaints in collaboration with the Office Administrators to increase the efficiency of our services not only internally but also externally with our customers.

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