Ghulam Khan Email & Phone Number

Walsall, England, United Kingdom

Coventry, England, United Kingdom

• Work with a range of Data platforms, such as SQL, Tableau and Snowflake to extract, transform and interpret complex data sets to derive meaningful insights
• Create Dashboards to support business leads make decisions based on trends and performance, whilst providing process improvements to boost productivity
• Lead on Customer Satisfaction reporting, providing insight to internal departments, highlighting trends and coaching improvement opportunities. Helping implement process changes to improve efficiency and customer.
• Championed Customer Centricity approach within Operations, providing customer feedback on process improvements and reducing customer effort/dissatisfaction
• Create weekly and monthly business executive reports for leadership team
• Lead on complaints reporting, successfully implementing data-driven solutions that optimized operational efficiency, helping move from Eighteenth, to first place in Energy Citizens Advice rankings

Coventry, England, United Kingdom

• Create, update and Cascade daily Performance reports to Business, providing insight on productivity, call handling statistics and daily performance
• Lead on Customer Effort reporting, transforming a monthly score into an in-depth dashboard, providing agent/team/department level breakdown, helping to coach improvements across departments to improve the business score

Coventry Walsgrave Triangle, England, United Kingdom

• Case managed customer complaints and offered first time resolution where possible. Aiming to ensure customer frustrations are understood and compensated where necessary
• Offered exceptional customer service to internal and external customers, feeding back customer sentiment from interactions and highlighting process improvements to leadership

Coventry, England, United Kingdom

• Sole responsibility of processing FATCA documents on team (Foreign Account Tax Compliance Act), ensuring all customer queries around documentation are answered
• Prioritise business needs and help other business areas when required
• Trained on team leader duties, answering queries in absence of management, setting daily tasks and managing resource
• Worked in the audit team, carrying out quality checks to improve efficiency

Coventry, England, United Kingdom

• Dealt with customer issues with phones, increased my analytical and problem solving skills using initiative
• Worked independently to ensure meeting of deadlines and meeting personal targets to become a level 1 repair technician
• Carried out general warehouse tasks to ensure group and individual targets achieved

Professional Accreditation, Data, Analytics And Insight, Distinction

Activities and Societies: Data Analytical skills, excel and google sheet formulas Analytical methods Ways to present data Online course to.

Criminology, Social Sciences