Conducted in-depth analysis of customer feedback and support tickets to identify pain points, driving improvements in service quality and customer satisfaction.Designed interactive Power BI dashboards to present real-time metrics, enabling stakeholders to monitor key performance indicators.Performed advanced analytics, including RFM analysis, CLV modeling, and cohort analysis, to enhance customer engagement and retention strategies.Delivered actionable recommendations that improved service processes and boosted operational efficiency by 20%.Collaborated with cross-functional teams to align data insights with business objectives, supporting data-driven decision-making.

Contributed to the development and deployment of a comprehensive e-commerce platform, enhancing user experience and functionality.Designed and optimized product pages, ensuring accurate display of details and seamless navigation for users.Implemented secure payment integration and automated customer notifications for streamlined purchasing processes.Managed the display of product images across devices, improving visual quality and user engagement.Utilized technologies including PHP, Node.js, SQL, and the Magento framework to develop and deploy robust website features.Conducted rigorous testing and resolved bugs to ensure a stable and reliable user experience.Established a structured Quality Assurance (QA) workflow using Zephyr Scale within Jira, simplifying bug tracking and improving testing standards.

Analyzed support tickets using SQL and Excel, implementing proactive resolutions that reduced ticket volume by 25%.Created a knowledge base for recurring issues, improving resolution time by 15% and team efficiency.Identified and resolved network downtime causes, reducing incidents by 10% through preventive measures.Conducted technical training for new hires, decreasing escalations to senior staff by 20%.Supported company-wide hardware and software upgrades, enhancing system performance and user satisfaction.Managed user accounts and access controls, ensuring compliance with security policies and improving data security.

The project, online hotel management system is a web-based application that allows the hotel manager to handle all hotel activities online, to ensure a constant influx of visitors and guests to the hotel throughout the year.