Reel Dafaalla

• · Defined customer experience and operational KPIs, ensuring data integrity for adherence to targets/standards, developing executive dashboards.
• · Built business cases for initiatives contributing to strategic planning through documentation of customer experience reports.
• · Developed & managed customer experience division database|data mart ensuring Data integrity and Data usability.
• · Analyzed new data products by external vendors to drive industry trends and enhanced customer satisfaction.
• · Implemented change management strategies, incorporating Voice of the Employee (VOE) and Voice of the Customer (VOC), tracking Net Promoter Score (NPS) measures for customer experience.
• · Improved customer journeys through data-driven analysis, ensuring a comprehensive understanding based on accurate, statistically robust data.
• Prioritized Customer Experience affecting initiatives across business units with intelligence and strategic input.
• · Team lead for two junior data analysts.

• Implemented commercial products, services, and promotions aligning solutions with business demands & technological roadmaps.
  • Ensured data integrity by validating design/testing against stringent standards for all deliverables.
  • Led technical discussions with internal/external global stakeholders to optimize business benefits.
  • Conducted thorough reviews and approvals of solutions, designs, and analyses to ensure data integrity.
  • Managed change lifecycle effectively with strong problem-solving skills to minimize service disruptions.
  • Coordinated resources for deployment of major releases within set timeframes.
  • Maintained detailed documentation of configuration items (CIs) and their relationships, crucial for delivery of new services.
  • Executed comprehensive technical tests to ensure reliability and efficacy of new services.

• Authored complex SQL statements and PL/SQL procedures, enhancing DATABASE processing capabilities for business logic and data usability.
• Designed and delivered a range of reports (Ad hoc, daily, weekly, monthly) to various business units, facilitating informed decision-making.
• Developed user-friendly Dashboards and SMS services, enabling customers to effectively track and analyze their KPIs.
• Implemented advanced data quality enhancement techniques, ensuring the accuracy and reliability of business intelligence data.
• Spearheaded the technical design documentation, development, and end-to-end support of ETL processes using OWB tools for data migration.

• Managed and improved billing module processes, focusing on enhancements that elevated customer satisfaction through data usability.
• Oversaw the operation of billing system for client IT, ensuring efficient, accurate & timely delivery.
• Analyzed data with regular and ad-hoc reporting on the billing system to provide critical insights into operational performance.
• Ensured operational stability and data integrity by performing comprehensive reconciliation procedures across network elements and databases.
• Provided end-to-end support for all billing system stakeholders, troubleshooting issues promptly.
• Led the Development Team, overseeing task allocation according to defined KPIs.
• Administered secure user access for all billing system components, following risk guidelines.