This project focused on transforming raw customer survey and operational data from Salesforce into structured KPI dashboards that provided leadership with actionable performance insights across supplier support operations.

The original data exports contained unfiltered survey responses and operational records with no standardized reporting structure. I was responsible for extracting, cleaning, organizing, and analyzing the data in Excel to build scalable reporting dashboards that allowed teams to monitor operational performance, quality trends, and customer experience metrics more effectively.

Responsibilities

• Exported raw customer survey and operational data from Salesforce and transformed it into structured reporting datasets through data cleaning, organization, and standardization processes.
• Built KPI dashboards in Excel using Pivot Tables, VLOOKUP/XLOOKUP functions, formulas, and dynamic filtering tools to provide leadership with actionable operational insights.
• Analyzed key performance metrics including CSAT, NPS, interaction quality, knowledge performance, courtesy scores, case resolution, case volume, communication channels, and employee tenure trends.
• Developed reporting views that allowed leadership to filter and analyze performance by region, supervisor, employee, country, case type, communication channel, date range, and operational categories.
• Supported operational decision-making by identifying trends, onboarding gaps, quality concerns, and performance opportunities through data analysis and reporting visibility.
• Contributed to quality improvements that increased performance metrics from 94.09% to 97.74% while reducing operational errors by over 60% within two months.

Raw File

Initial export of uncategorized customer survey and operational data pulled directly from Salesforce. This raw dataset contained supplier feedback, case information, communication channels, resolution metrics, and operational records that required cleaning, categorization, and standardization before meaningful analysis could be performed.

Interactive KPI Dashboard & Operational Reporting

After cleaning and organizing the data, I developed an interactive Excel dashboard that transformed raw operational records into structured KPI reporting views. The dashboard allowed leadership to filter and analyze customer experience metrics, resolution performance, communication channels, case types, supervisor performance, employee trends, regional performance, and survey breakdowns in real time.

The reporting structure supported operational visibility across multiple business areas and enabled teams to quickly identify trends, performance gaps, and customer experience insights through dynamic filtering and pivot-based analysis.

KPI Visualization & Performance Insights

To improve reporting visibility and make operational insights easier to interpret, I created visual KPI dashboards using charts, graphs, and comparative reporting views. These visualizations highlighted trends across communication channels, regional performance, customer satisfaction metrics, resolution rates, case distributions, and operational categories.

The visual reporting structure helped simplify large datasets into actionable insights that leadership teams could use for coaching, operational improvements, onboarding analysis, and performance monitoring.