Kathirula Mohammad
Lead BI & Analytics Officer
Doha,Qatar
Summary
BI & Analytics officer with 4+ years of experience in ecommerce, seller support & cargo aviation domains. Highly motivated and results driven analyst with proven track record in data analytics and process mapping. Proven ability to identify business needs and develop valuable solutions to drive accuracy and process efficiency. Drives business effectiveness through making recommendations based on data findings. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Lead BI & Analytics Officer
Qatar Airways
Doha, Doha
09.2021 - Current
- Worked effectively with internal departments for creating dashboards/reports in tableau for monitoring KPI's.
- Internally working with IT team in creating data pipelines for business users.
- Learning & fully understanding the data landscape in databases & applications. Using and developing data collection processes.
- Managing & cleaning up of unnecessary reports/dashboards to improve tableau server performance.
- Assigning & prioritizing of incoming data requests from stakeholders.
Senior Associate, Data Analytics [Contract Role]
Shopee Malayasia
Hyderabad, Telangana
05.2021 - 09.2022
- Worked extensively with numbers & data, collecting and ensuring the data cleanliness, accuracy as well as interpreting the data using analytical tools.
- Managed large amounts of data, analyzing them and developing data driven insights to customer service(CS) team to make strategic planning to drive improvement actions and sound business decisions.
- Oversee the entire performance of the CS team by developing dashboards, monitoring trends and identifying risks, provide periodic and ad-hoc reporting to facilitate the CS team in keeping track of performance and drive improvement.
- Maintained periodical report to keep track of key metrics within customer service. Involved in developing & supplying the CS management with ad-hoc reporting requirements.
- Streamlined existing scorecard report which helped in tracking the CS agent, managers performance.
Process Engineer (Analytics)
Amazon Inc
Hyderabad, Telangana
09.2019 - 05.2020
- Worked in new business set up for Amazon home services (AHS) where primary role is to define metrics to monitor seller performance.
- Developed strategies to improve seller performance by working with account managers and understanding key KPI's.
- Built management level dashboards for weekly business review to understand the business growth and pain points.
- Collaborated with Data Engineer team for metric logic building and ensuring data integrity.
- Identified & implemented optimal communication mechanism based on the data sets & stakeholders involved.
- Worked with operations team to understand their requirements regarding team performance tracking tool and building self service tool.
- Deep dive & performed root cause analysis whenever the KPI's are not met.
CS Data Analyst
Amazon
Hyderabad, Telangana
01.2016 - 09.2019
- Worked as Data Analyst for Customer service department handling & supporting various wings i.e operations, quality, process improvement & training teams for various data requests.
- Primary role is to retrieve data using SQL and building dashboards for management, operation leaders, team managers which helped in monitoring KPI's for day to day functioning.
- Collaborated with quality team in automating dashboards/reports which helped in formulating new metrics and developing SOP's which helped in tracking compliance.
- Built self service visualization tool for the entire CS ecosystem to reduce the dependency and cut down on the incoming data requests.
- Created & maintained monthly scorecard for CS agents, team managers to track low performing agents and take necessary actions to improve performance.
- Conducted sessions for non technical audience on how to use tool & data.
Education
PG Diploma - Data Science
06.2019 - 06.2020
Bachelor of Technology - Electronics & Communication Engineering
10.2010 - 06.2014
Skills
SQL
Tableau, MicroStrategy, Power BI
Python
Microsoft Excel
Data Analysis, EDA , Root Cause Analysis
Data Warehouse Management
Team Player & Communication skills
Operating System - Mac & Windows
Projects
OXYGEN TOOL (SQL,S3,Kibana, EC2)
- Developed a self service visualization tool with the help of software team to reduce stakeholder dependency on data analyst team for reports/dashboards. This involved writing & optimizing a master SQL query which captured all the CS metrics at a granular level.
- Created data pipelines to connect the ETL query output to S3 bucket. This was achieved by using AWS EC2 servers.
- Replicated the same excel dashboards in the frontend of the tool with more visualizations. This helped the stakeholders with live data refreshing.
- Learnt about basics of redshift cluster launching & maintained the server health.
- The tool has cut downed almost 55 excel reports and saved a lot of team's bandwidth.
CS SCORECARD (SQL, Excel)
- Developed monthly performance tracking scorecard at CS agent, Team manager & Group manager level. This provided a holistic view for the management to concentrate on low performing agents & managers thereby taking necessary steps/development plan to improve performance.
- It contained weighted calculations to keep the scorecard unbiased and additional key measured for team managers.
CONCESSIONS (SQL, Python, Analysis)
- Worked with process improvement team on improving concession rate KPI. Did analysis on historical data to find trends & patterns of customer order history, returns & refunds, concessions value , item, related accounts, geographical area.
- Categorized customers based on weights allocated to the above variables and also considered the data given by TRMS team on related accounts into abuse, potential abuse customers.
- Recommended for secure OTP delivery for high value items & need for creating a pilot team image verification team (IMVT) for non returnable items.
Was a part of other projects such as customer wait time reduction, Increasing email response rate , RAP metic analysis.
Timeline
Lead BI & Analytics Officer - Qatar Airways
09.2021 - Current
Senior Associate, Data Analytics [Contract Role] - Shopee Malayasia
05.2021 - 09.2022
Process Engineer (Analytics) - Amazon Inc
09.2019 - 05.2020
IIIT - Bangalore - PG Diploma, Data Science
06.2019 - 06.2020
CS Data Analyst - Amazon
01.2016 - 09.2019
JNTU - Bachelor of Technology, Electronics & Communication Engineering
10.2010 - 06.2014