🎯 Project Objective

This project aimed to audit and improve support operations by analyzing service delivery bottlenecks in a fictional customer support team. Using SQL and Power BI, I set out to identify patterns of under performance, SLA breaches, and workload imbalances that were impacting service quality and efficiency.

📍 Context

Support leadership had observed rising ticket volumes, repeated customer complaints, and inconsistent SLA compliance across regions. Yet they lacked visibility into:

• Where the delays were happening
• Which teams or agents were under performing
• How to reduce backlog and improve customer experience

This project simulates stepping into that gap as a data analyst and building the full analytics pipeline, from raw database exploration to executive-ready dashboards.

⏳ Duration

Completed over two weeks, covering database analysis, business logic design, SQL development, and dashboard delivery.

🧑‍💻 Role

As the lead analyst, I handled:

• Schema review and data preparation
• End-to-end SQL development tied to business needs
• Insight extraction and storytelling
• Power BI dashboard development and design