Farhan Khawaja
Reporting ANalyst
GLEN BURNIE,MD
Summary
Resourceful reporting analysis professional well-versed in the creation of data collection techniques and guidelines. Pursuing a role in which a resourceful nature and industry knowledge will be highly utilized. Dedicated Call Center Reporting Analyst bringing [Number] years of effective reporting analysis and data management. Committed to driving continuous improvement and supporting top-level data integrity.
Overview
18
18
years of professional experience
Work History
Reporting Analyst
Systems Limited
Pakistan
01.2019 - 01.2021
- Created weekly and monthly reports to track progress of business goals.
- Developed complex queries to extract data from multiple sources for reporting purposes.
- Gathered, analyzed and formatted large amounts of data into meaningful information.
- Designed dashboards and visualizations to present data in a clear and concise manner.
- Conducted regular audits on existing processes and systems to ensure accuracy of data.
- Prepared ad-hoc reports as requested by senior management team.
- Performed trend analysis on historical data to identify areas for improvement.
- Generated statistical models to forecast future trends based on past performance.
- Worked with cross-functional teams to develop strategies for improving overall process efficiency.
- Monitored daily operations activities through various reporting tools such as Oracle Business Intelligence Enterprise Edition.
- Prepared graphs, spreadsheets and reports for presentations.
Reporting Analyst
Aegis BPO
Malaysia
01.2016 - 01.2019
- Created weekly and monthly reports to track progress of business goals.
- Developed complex queries to extract data from multiple sources for reporting purposes.
- Gathered, analyzed and formatted large amounts of data into meaningful information.
- Designed dashboards and visualizations to present data in a clear and concise manner.
- Conducted regular audits on existing processes and systems to ensure accuracy of data.
- Prepared ad-hoc reports as requested by senior management team.
- Performed trend analysis on historical data to identify areas for improvement.
- Generated statistical models to forecast future trends based on past performance.
- Worked with cross-functional teams to develop strategies for improving overall process efficiency.
- Implemented automated solutions for generating timely reports with accurate results.
- Documented processes related to report generation and maintenance procedures.
- Reviewed customer feedback surveys and identified key insights from the collected data.
- Provided technical assistance in troubleshooting issues related to reporting tools.
- Collaborated with stakeholders across departments to ensure all requirements are met prior to delivery of reports.
Customer Care Executive
Aegis BPO
Malaysia
01.2015 - 01.2016
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Developed and maintained relationships with customers to ensure their satisfaction.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Gathered customer feedback and reported it to management for further action.
- Assisted customers with product selection based on individual needs.
- Maintained up-to-date knowledge of product lines, pricing plans, warranties.
- Tracked customer order statuses using various systems including CRM software.
- Collaborated with other departments such as marketing or sales teams for promotional activities.
- Maintained high satisfaction score by consistently resolving first-call issues.
Reservation Executive
Amatara tours Sdn. Bhd.
Malaysia
01.2012 - 01.2014
- Provided customer service and support to guests, responding to inquiries regarding hotel services, room availability, rates and reservations.
- Created, modified and cancelled guest reservations using the property management system.
- Maintained detailed records of all bookings and cancellations.
- Handled all customer complaints in a professional manner.
- Processed payments for reservations using credit card terminals or other payment methods.
- Ensured accuracy of customer billing information prior to processing transactions.
- Followed up with customers after their stay to ensure satisfaction with the hotel experience.
- Communicated special requests from guests to relevant departments in order to meet their needs.
- Assisted with group bookings by coordinating room blocks and organizing event details with clients.
- Developed relationships with corporate accounts through regular contact and follow-up calls.
- Monitored daily occupancy levels and adjusted reservations accordingly.
- Performed administrative duties such as filing documents, preparing reports and updating customer databases.
Telemarketer
Sunner Group
Malaysia
01.2009 - 01.2012
- Identified potential customers through cold calling and database research.
- Developed relationships with customers to increase sales opportunities.
- Greeted customers in a friendly, professional manner on the phone.
- Provided product information, answered questions, and offered solutions to customer inquiries.
- Created reports detailing telemarketing activities and results.
- Worked closely with marketing teams to develop effective strategies for increasing customer base.
- Followed up with existing customers regarding additional products or services that may be of interest.
CEO
Smoothlinkx Communication
Pakistan
01.2007 - 01.2009
- Developed strategic plans and objectives to ensure organizational growth and profitability.
- Negotiated contracts with vendors, suppliers, and partners.
- Created financial models to forecast future business performance and identify areas of improvement.
Customer Care Representative
Treadsonte
Pakistan
01.2005 - 01.2006
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Identified opportunities to upsell additional services when appropriate.
AutoCAD
Amar Construction
Pakistan
01.2004 - 01.2005
- Developed AutoCAD drawings from skhes, verbal instructions and other sources.
- Created detailed drawings for components, assemblies and installations to meet customer requirements.
- Assisted in the design of mechanical systems using AutoCAD software.
- Prepared shop drawings with accurate dimensions, tolerances and material specifications.
- Generated 3D models using Autodesk Inventor software.
- Performed complex surface modeling tasks including creating surfaces from cross-sections or curves.
- Reviewed engineering changes to ensure accuracy of technical documents and drawings.
Computer Networking Executive
SHAH IT solution
Pakistan
01.2003 - 01.2004
- Performed network installations, upgrades, and maintenance of hardware and software components.
- Developed strategies for optimizing network performance and security.
- Resolved complex networking issues in a timely manner while ensuring customer satisfaction.
- Coordinated with vendors to obtain new equipment or services in accordance with project requirements.
Education
IELTS - Engish
British Councel
Pakistan01.2015
Bachelor of Science - Computer Science
Cybernetics College
Pakistan01.2006
Diploma - COMPUTER NETWORKING & HARDWARE
INSTITUTE OF COMPUTER TECHNOLOGY
Pakistan01.2003
Diploma - Graphic Design
INSTITUTE OF COMPUTER TECHNOLOGY,
Pakistan01.2002
High School Diploma -
GOVT. COMMUNITY INTER COLLEGE,
Pakistan01.1999
Skills
- Effective Scheduling
- Reporting Procedures
- Continuous Improvement
- Concise Time Management
- Dashboard Creation and Management
- Creative Problem Solving
- Presentation Materials
- Reporting Guidelines and Criteria
- Report Troubleshooting
- Call Center Strategy
- Data Maintenance Processes
- Data Analysis
- Dependable and Reliable
- Accuracy and Efficiency
- Customer Service Background
- Understanding of Negotiation Techniques
- Call Center Operations
- Documentation and Reporting
- Escalation Management
- Performance Improvement
- Quality Assurance
- True Problem-Solver
- Payment Processing
- Customer Support
- Staff Training
Languages
English
Full Professional
Urdu
Native/ Bilingual
Punjabi
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Show me the heart unfettered by foolish dreams, and I'll show you a happy man." Keating: "But only in their dreams can men be truly free. 'Twas always thus, and always thus will be.
Tom Schulman
Timeline
Reporting Analyst
Systems Limited
01.2019 - 01.2021
Reporting Analyst
Aegis BPO
01.2016 - 01.2019
Customer Care Executive
Aegis BPO
01.2015 - 01.2016
Reservation Executive
Amatara tours Sdn. Bhd.
01.2012 - 01.2014
Telemarketer
Sunner Group
01.2009 - 01.2012
CEO
Smoothlinkx Communication
01.2007 - 01.2009
Customer Care Representative
Treadsonte
01.2005 - 01.2006
AutoCAD
Amar Construction
01.2004 - 01.2005
Computer Networking Executive
SHAH IT solution
01.2003 - 01.2004
IELTS - Engish
British Councel
Bachelor of Science - Computer Science
Cybernetics College
Diploma - COMPUTER NETWORKING & HARDWARE
INSTITUTE OF COMPUTER TECHNOLOGY
Diploma - Graphic Design
INSTITUTE OF COMPUTER TECHNOLOGY,
High School Diploma -
GOVT. COMMUNITY INTER COLLEGE,
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