Espoir K.

Operation & Grwoth : Data analyst | Telemarketing | Customer Operation

Customer operations teams lose time and revenue in places they can't see: slow handoffs, repeated contacts, unclear SOPs, and customers who are all treated the same. I find those problems in your data and turn them into clear actions. I'm an operations and customer data analyst with hands-on experience in telemarketing, customer operations, and support team leadership. I use SQL and R to analyze performance, and I back my recommendations with Six Sigma methods. How I help: Efficiency: I run operations analysis to find bottlenecks and waste, and I redesign workflows to cut handling time and rework. Quality: I analyze the customer journey and rewrite SOPs so service is consistent and customers get answers faster. Revenue: I segment customer data to find who to retain, reactivate, or upsell, with a clear action for each segment. Typical work: operations and workflow analysis, customer data analysis and segmentation, customer journey review, KPI and performance reporting, SOP redesign, and customer support delivery. Send me a short description of your operation and your biggest pain point, and I'll tell you where I'd start. Languages: English, French