Abraham Bilici

Digital Solutions BI Analyst

Oct 2025 - Present • 7 mos

● Conducting routine data collection and analysis to assess the efficiency, effectiveness, and impact of DS programs within the organization. ● Generating regular reports and dashboards that accurately reflect the analysis and communicate meaningful patterns and trends to stakeholders. ● Identifying areas of improvement within current DS initiatives and propose data-driven recommendations for enhancement. ● Working collaboratively with DS designers, Operations and other subject matter expects to refine delivery based on analytical findings. ● Liaising with various business functions to ensure DS initiatives are well-integrated and aligned with broader organizational goals. ● Participating in stakeholder meetings, providing insights and updates on the progress of DS programs and the outcomes of data analysis. ● Supporting the design and implementation of new evaluation metrics or key performance indicators (KPIs) to better measure the effectiveness of DS activities. ● Utilized Looker, Google Sheets, SQL, Monday.com and worked in remote settings.

Real-Time Data Analyst

Jan 2025 - Oct 2025 • 9 mos

● Monitored and analyzed contact center metrics–including attendance, schedule adherence, line adherence, occupancy, and average handle time–to drive a 5% improvement in service level agreement (SLA) compliance. ● Designed and maintained advanced dashboards and ad hoc reports using Google Sheets and the data visualization tool Google Looker Studio to provide actionable insights. Delivered detailed daily performance reports via email to Operations leaders across five countries, contributing to a 5% enhancement in KPIs. ● Generated real-time performance reports and post-mortem analyses that broke down intraday metrics, agent performance trends, and staffing adjustments. These insights empowered leadership to make informed strategic decisions. ● Collaborated with team leaders and frontline staff to communicate complex data insights to both technical and non-technical audiences to understand business goals, challenges, and processes. This cross-functional approach enabled the proactive identification of intraday challenges, optimized agent scheduling, improved schedule adherence by 10%, and boosted revenue while streamlining offline request approvals and minimizing operational disruptions. ● Attended daily staffing review meetings with stakeholders to analyze past and current weeks’ performance. ● Leveraged a deep understanding of data governance frameworks and diverse data source architectures to design and implement robust data cleaning and modeling processes. This approach ensured high-quality, reliable datasets that support actionable business insights and data-driven decision-making. ● Developed and implemented robust ETL (Extract, Transform, Load) processes for data migration projects using Power Query, ensuring seamless data flow between systems. This ensured consistent data integration and maintained the real-time data accuracy of dashboards and reports. ● Leveraged advanced functionalities in Excel and Google Sheets to streamline data analysis. Demonstrated pro