Selected Work
Selected Projects & Case Studies
Customer Experience • SLA Analytics • AI Evaluation • Operational Intelligence
Corporate NPS Program
Recurring NPS program management focused on collecting customer feedback, analyzing experience gaps and turning survey results into actionable insights for business stakeholders.
Business Impact
Improved visibility into customer experience trends and supported data-driven discussion around service improvement opportunities.
SLA Pareto Analytics Framework
A data-driven analysis framework designed to identify long-running tickets, waiting statuses, SLA risks and high-impact operational bottlenecks across support operations.
Business Impact
Improved visibility into SLA performance, enabled data-driven prioritization and helped operational teams focus on the most impactful problem areas.
AI First Update Quality Assessment
An AI-supported quality evaluation approach designed to assess first customer updates by checking whether ticket responses include diagnosis, action clarity and roadmap information.
Business Impact
Created a structured quality scoring approach for first updates and supported more consistent evaluation of customer communication quality.
Operational Intelligence Dashboards
Power BI and reporting dashboards designed to improve visibility of service quality, operational workload, SLA performance and customer-impacting issues.
Business Impact
Improved executive visibility into operational performance and enabled more structured follow-up of service quality indicators.
Jira Backlog Quality Analytics
Backlog quality analysis focused on identifying missing descriptions, unlinked epics, estimation gaps and long-waiting backlog items.
Business Impact
Supported backlog hygiene, improved prioritization visibility and helped teams identify items requiring refinement or follow-up.
Activation CSAT Pilot
Customer satisfaction pilot designed to measure activation experience across service setup, communication, field process and overall recommendation.
Business Impact
Created a feedback foundation for activation journey improvement and supported visibility into setup-related customer experience drivers.
Customer Pulse Survey Framework
A customer pulse survey framework designed to monitor customer perception, trust, communication quality and service recommendation over time.
Business Impact
Provided a lightweight feedback mechanism to track customer perception and support faster customer experience follow-up.
Status Governance & Process Improvement
Operational status governance work focused on reducing misuse of waiting statuses, improving escalation discipline and making ticket handling rules clearer.
Business Impact
Supported clearer status usage, better operational discipline and stronger visibility into long-waiting tickets.