MSc Analytics Professional with GCC Experience

Russel Lopez

Nationality: Indian

Address: Oman, Muscat

Mobile: +968-********

Email: ***************@*****.***

LinkedIn: https://www.linkedin.com/in/russel-lopez14572 Driving License: UK license

MSc-qualified Business Analytics professional with 17 years of GCC residency and direct exposure to Gulf commercial practices. Dual-educated in the UK with postgraduate specialisation in data-driven decision making (Queen's University Belfast) and undergraduate foundation in Accounting and Finance (University of Bradford). Delivered customer insight analysis across UK banking and technology sectors, processing 80-100 daily interactions and identifying service improvement patterns. Proficient in R Studio, Excel, and SQL with working knowledge of Tableau and ERP systems including Tally and Microsoft Dynamics 365. Profile

English - Native Hindi - Basic Malayalam - Fluent Languages

Professional Experience

04/2025 – 11/2025

Belfast, United Kingdom

Advisor I, Blended Support

Concentrix

Fortune 500 business process outsourcing corporation (NASDAQ: CNXC) with USD 9.6 billion annual revenue and 450,000 employees globally, delivering customer experience solutions across automotive, banking, technology, and healthcare sectors.

95% first-contact resolution rate maintained across omnichannel technical support for consumer AR/VR devices and smart eyewear, with only 5% of cases escalated to engineering teams due to system-level issues beyond frontline scope.

12 customer cases processed daily via email, live chat, WhatsApp, and callback channels, consistently meeting quality benchmarks across a multilingual team of 50 advisors serving English, French, Italian, German, and Spanish markets.

Highest admin compliance score achieved within the team for professional written communication standards across email and chat interactions, recognised by management for documentation quality.

System defect identification that affected parent account creation for child users; escalated pattern of recurring complaints to internal product team, resulting in bug resolution within 2 weeks and elimination of repeat customer contacts on this issue. Customer feedback turnaround from 1 positive out of 5 responses at role commencement to consistently positive ratings by departure, following targeted training and process adoption. New starter training support recognised as most helpful team member for onboarding colleagues and providing guidance to newly arrived advisors during ramp-up periods. 01/2024 – 04/2025

Belfast, United Kingdom

Customer Service Associate

NatWest Group

Major British banking institution (LSE: NWG) serving over 20 million customers with GBP 14.6 billion annual income and 61,000 employees, recently returned to full private ownership after government stake reduction completed in May 2025.

80-100 customer interactions processed daily across telephone banking operations, identifying recurring issues and contributing data insights during weekly team meetings to support service improvement initiatives.

Digital banking adoption support delivered to 200+ customers weekly, guiding users through mobile and online banking platforms to increase self-service usage and reduce call volumes. Vulnerable customer specialist providing dedicated assistance to elderly and at-risk clients, facilitating access to essential banking services and coordinating referrals to specialist support teams when required.

Escalation documentation for 100+ recurring issues monthly through internal CRM systems (CES, Cloud 9), supporting trend analysis and contributing to service quality monitoring. Recognition received for de-escalating a high-severity complaint that risked social media exposure Professional Experience

03/2022 – 05/2022

Muscat, Oman

Accounts Assistant (Internship)

Al Bahja Group of Companies

Established 1947, one of Oman's leading diversified conglomerates with USD 1.8 billion in group sales and 3,700+ employees across FMCG, pharmaceuticals, real estate, hospitality, and alternative energy sectors throughout the GCC.

Invoice processing and data entry across 5 residential and commercial property portfolios using Pro Finance ERP, supporting accurate revenue recognition and financial record maintenance. Intercompany reconciliations performed across 3 legal entities within the group structure, identifying and resolving discrepancies to support monthly consolidation and audit preparation. Bank reconciliation support for group entities, investigating variances and maintaining documentation for clean audit trails.

04/2021 – 10/2021

Muscat, Oman

Trainee Accountant and Auditor

Atlas Auditors and Consultants

Oman-based audit and accounting practice established in 2013, providing statutory audit, internal audit, taxation, and VAT advisory services to SME and corporate clients across the Sultanate. Audit engagement support for 3 client companies, assisting with vouching, documentation reviews, and compliance verification alongside senior auditors. Restaurant accounts management for a partner company, maintaining accurate entries and financial records using Tally ERP 9 for the period 2019-2021. VAT registration assistance for multiple clients, preparing documentation and supporting the onboarding process during Oman's VAT implementation phase. Education

09/2022 – 12/2023

Belfast, United Kingdom

MSc Business Analytics

Queen's University Belfast

Core modules: Statistics in Business, HR Analytics, Data-Driven Decision Making, AI for Business, Data Mining.

Dissertation: Analysing Accidents and Vehicle Factors in the UK — applied R Studio, logistic regression, decision tree modelling, cluster analysis, and geographic analysis using CRISP-DM methodology.

09/2017 – 07/2020

Bradford, United Kingdom

BSc (Hons) Accounting and Finance

University of Bradford

Core modules: Business Economics, Financial Management, Taxation, International Accounting and Reporting, Risk Management and Derivatives, Audit. Dean's Honours List recipient. Professional Certifications

Introduction to Data Analytics

IBM via Coursera

Foundational training in data types, visualisation principles, and analytical tools including Python and SQL.

Work Smarter with Microsoft Excel

Microsoft via Coursera

Training in Excel techniques for data analysis, automation, and productivity enhancement. Data Hackathon for Good — Certificate of Participation Queen's University Belfast

Collaborative workshop applying data analytics to real-world social impact challenges. Currently Pursuing

Microsoft Power BI — expected completion within coming weeks. Technical Proficiency

Data Analysis and Visualisation

R Studio: Intermediate — used extensively for dissertation analysis including statistical modelling, machine learning algorithms, and data visualisation Tableau: Intermediate — created visualisations for university assignments and team projects MS Excel: Intermediate — pivot tables, VLOOKUP, conditional formatting, basic macros; applied in academic and professional settings

SQL/MySQL: Intermediate — database querying and table joins; used since secondary school and throughout university coursework

ERP and Business Systems

Tally ERP 9: Working knowledge — maintained financial records and restaurant accounts during audit trainee role

Pro Finance ERP: Working knowledge — processed invoices and reconciliations during internship Microsoft Dynamics 365 F&O: Currently undergoing private training Customer Platforms

Cloud 9: Call management and telephony system (NatWest) CES (Customer Event System): CRM and customer notes management (NatWest) SharePoint: Booking management and document collaboration Salesforce

Khoros

Programming

Python: Foundational — exposure through university coursework; familiar with pandas and basic data manipulation concepts

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