Customer Service Power Bi

Deborah Kituyi

Louisville, KY ************@*****.*** 502-***-****

Detail-oriented and customer-focused professional with a strong background in customer service and data analysis, adept at leveraging data-driven insights to enhance customer experience and business operations. Proficient in using CRM systems, Excel, Power BI, with a proven ability to translate complex data into actionable insights. A proactive problem solver with excellent communication and interpersonal skills, committed to optimizing customer satisfaction and operational efficiency. Education

University of Louisville Louisville, KY

Master of Science in Business Analytics

Egerton University Kenya

Bachelor’s in arts-English and Literature

Expected Graduation:

December2025

Graduated: July 2020

Professional Experience

Consumer Cellular.

Customer Service Analyst

June 2025 – Present

• Analyze call center performance metrics, customer feedback, and support workflows to identify trends and recommend improvements.

• Design and maintain dashboards/reports in Excel and Power BI to monitor KPIs (first-call resolution, average handle time, churn risk).

• Partner with quality assurance and workforce teams to optimize scheduling and improve service efficiency.

• Utilize SQL and CRM systems to extract data and develop insights that enhance customer satisfaction and retention.

• Provide coaching insights to frontline agents based on data review, increasing resolution rates and reducing escalations.

TELUS Digital (Remote)

Customer Service Representative

January 2025 – June 2025

• Provided high-quality customer support via digital platforms including chat, email, and phone, contributing to enhanced user satisfaction.

• Leveraged data analysis tools to track customer inquiries and optimized service workflows.

• Collaborated with technical and product teams to report bugs and suggested improvements based on customer feedback.

• Utilized CRM tools to resolve inquiries with 95% first call resolution.

• Supported crisis intervention by directing members to appropriate resources.

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CCI- Global August 2021–December 2024

Customer Service Representative. (Remote)

• Handled a high volume of daily interactions, prioritizing and managing tasks efficiently to meet service level agreements.

• Provided exceptional customer support through phone, email, and chat, resolving inquiries and complaints promptly with a 98% customer satisfaction rate.

• Maintained detailed and accurate records of customer interactions using CRM software, ensuring effective follow-up and resolution.

Dia Consult Company February 2020- December 2024.

Junior Data Analyst & Administrative Assistant. (Remote)

• Developed custom dashboards and reports using Excel and Power BI, providing actionable insights that influenced data driven marketing strategies.

• Optimized marketing analytics by analyzing customer behavior, campaign performance and digital engagement metrics, leading to a 15% improvement in ad targeting efficiency.

• Presented data-driven insights to marketing and leadership teams, helping refine campaign strategies and budget allocation for maximum impact.

Skills

• Excellent communication and interpersonal abilities.

• Strong problem- solving and conflict- resolution skills.

• Proficient in CRM systems and customer support tools.

• Skilled in managing high-volume interactions while maintaining quality.

• Skilled in using Microsoft Office.

• Skilled in data analysis and visualization using Excel, Python, SQL, SPSS VMWare, and Tableau.

• Proficient in statistical analysis using A/B testing, hypothesis testing and regression analysis.

Contact this candidate