Brett Davis’ Post

Hello Everyone, Excited to share my 2nd project from the PwC Switzerland Virtual Internship Program offered by Forage.🚀  I've created a dynamic "Customer Churn Analysis" dashboard using Power BI.📊 Dataset: Excel Task-2 "Customer Churn Analysis" 💡 Insights of the Task: 💠 Churn rate: The churn rate shows how many customers stopped using service within a specific time. Understanding why they're leaving can help to figure out what to do to keep more customers around. This insight is pivotal in strategizing efforts to enhance customer retention and satisfaction. 💠 Demographic Analysis:- Highlighting three customer categories— senior citizens, dependents, and partners and their service subscriptions, showcasing a comprehensive understanding of Valued customers demographics and preferences. 🔹 Gender Distribution: This shows how many customers we have, separated into males and females. 🔹 Tenure: There is different length of customer's time period, Ranging from 1 month to 72 months. This shows both new and long-time customers, with DSL following this pattern. 💠 Online Security & Tech Support: Customers who have signed up for online security and tech support services are less likely to stop using service because they really care about having security and getting help when they need it. 💠 Customer Account Information:- 🔹 Payment Method: The way customers choose to pay—whether it's with an electronic check, credit card, bank transfer could affect how loyal they are and how likely they are to stop using our service. 🔹 Paperless Billing: Customers who choose paperless billing might behave differently compared to those who receive paper bills in the mail. 🔹 Contract Type: Customers who sign up for longer contracts, like one or two years, are less likely to stop using service compared to those who only commit on a month-to-month basis. 🔹 Monthly Charges: Customers pay different amounts each month, ranging from as low as $10 to as high as $100. Figuring out why these differences exist can help to decide on prices and ways to keep customers coming back. 💠 Service customer signed up for:- This highlights customer preferences for services like phone Service, tech support, streaming TV, movies, online security, backup, and device protection, along with whether they have multiple lines. 🔹 Internet Service: Most customers seem to prefer fiber optic internet, with DSL being the next popular choice. #PowerBI #CustomerChurn #PwC #Forage

Over the last eight years, we have seen first-hand how an RIA’s commitment to data stewardship can strengthen client bonds and spark organic growth. However, the process of becoming a data-centric organization is about more than just collecting the data in a CRM: it requires a cultural shift across the organization, one that recognizes the power of information and encourages accountability from all stakeholders — from firm founders and partners to summer interns. In a recent article, we shared how your firm can capture the power of data. https://bit.ly/3QnYAj5 #WealthManagement #RIA #FinancialServices

I'm happy to announce my 6-month Anniversary since joining Citibank! Here's 5 of my best insights so far: 1. The Economic Utility of Derivatives and the range of firms that use them. Derivatives reallocate risk from hedgers to speculators. Any firm can exploit the derivatives markets to hedge against the risk of increasing costs. Derivatives allow you to focus on your business plan and predict future cash flows with much greater effect. For example: Crude Oil futures helped save European airlines €5 Billion after prices spiked in 2022. I never realised before just how large the derivatives market was and how many firms used them. 2. The extent to which reconciliations are essential in investment banks and financial cooperations. I hadn't previously considered this but in order to guarantee the legitimacy of our books and records, both for house and external clients, we must reconcile both cash and non-cash transactions. Interest payments, exchange fees, futures' value and expiration dates and all margin collateral to name a few. 3. Excuses and Responsibility In school you get much more support, in real life it's up to you. If your manager asks you to do something you have to set a reminder and can't just show up empty handed. You must check weather for tomorrow to see if you'll need more time for your commute and a million other considerations. Ultimately you can always make an excuse, the goal is to not need to make any in the first place. 4. Excel and other Office applications. You use it every day and the only way to learn is experience with real data. After a while it just comes naturally and I'm devoting time to learn Power Queries in order to increase my processing speeds for the future. 5. Working in a large institution. Something that internships can't give you. I've developed a feel for working in the bank which I believe will help me overcome and integrate easier to wherever I end up in the future. Also, I am learning to work in my team and overcome any fears of asking questions. I'm very happy with Citi so far and am excited to continue challenging and improving its processes. [Pictured: Citigroup Belfast Cooperate Offices, my workplace]

🌟 Reflecting on the first six months of 2024 🌟 2024 started off with unexpected challenges. On January 1st, I woke up sick and had to rush back to India for surgery. Despite informing HR about my health and even emailing from my hospital bed, I faced ghosting from a top company after reaching the final interview stage. February and March brought brighter days as I embarked on an amazing consulting internship at Monytri. I gained invaluable experience, honed my valuation and IB skills through various webinars, and juggled university commitments. April was filled with learning and growth during my selection for the Citi Early Insight Days, where I refined my interview skills and absorbed essential industry knowledge. May was intense with finals season and a final stage interview for a placement at Lloyds Banking Group. The 7th of May is unforgettable - I requested the university to shift my accounting exam to the morning, attended the ASOS.com final stage assessment center for 5 hours, reaching the top 20 out of 400 candidates. Despite my efforts, faced rejection from two of my dream companies. However, I received constructive feedback and appreciation for my strong potential, which I cherish deeply. June brought another final stage interview, getting selected in the top 6 candidates out of 200 for the world’s biggest energy company and an offer for a Valuations & Modelling Summer Intern role at EY. I also got selected for the Rise in Banking program by Lloyd’s Banking Group, but had to decline due to an internship clash. Despite facing rejections from some of the best companies, reaching their final interview stages has been a transformative experience. The constructive feedback I received has been invaluable, highlighting my strengths and areas for improvement. Leaving those interview rooms, I felt more assured in my capabilities and more determined than ever to achieve my career goals. These six months have been a journey of growth, resilience, and hard work. I’ve achieved top-notch results in my academics (a solid distinction in all modules), improved my time management skills, and mastered multitasking. Currently, I’m engaged in the valuation of one of India’s biggest NBFCs and looking forward to what the rest of 2024 holds. Key Takeaways: 🔹 Resilience is Key: Life’s challenges can be unpredictable, but facing them head-on builds strength and determination. 🔹 Persistence Pays Off: Despite setbacks, persistence and continuous effort lead to opportunities and successes. 🔹 Time Management and Multitasking: Balancing multiple commitments, including health, academics, and career pursuits, enhanced my time management and multitasking skills. 🔹 Value of Constructive Feedback: Rejections can be disheartening, but the feedback received is invaluable for personal and professional growth. 📆 : here’s your sign to NEVER GIVE UP! #Resilience #Growth #InternshipExperience #Valuations #LearningAndDevelopment

Excited to share Task 1 of my recent Data Analytics Virtual Case Experience with PwC Switzerland During this immersive virtual internship, I delved into telecom call centre trends using Power BI to uncover valuable insights. 🚀💡 📈 Performance Highlights: ✅ Total Calls: 5000 📞 Answered Calls: 4054 🚫 Unanswered Calls: 946 ✅ Resolved Calls: 3646 🌟 Standout Agents: 🏆 Dan led the pack with an impressive 74.41% call resolution rate! 📉 Abandoned Calls: 🔍 Unanswered/Abandoned Call Rate: 18.92% 🚫 Diane held the record for the highest percentage of abandoned calls at 20.85%. 🌟 Customer Satisfaction: 🌟 Martha (3.47) and Dan (3.44) shone bright with ratings surpassing the overall average of 3.40! 🏅 Top Agent (Calls and Talk Time): 🎉 Jim handled the most calls and held the longest talk time. However, there's a challenge to address - unfortunately, 20% of Jim's calls were abandoned. Github : https://lnkd.in/ga3T6FzQ #dataanalysis #powerbi #dashboard #daxfunctions #pwcswitzerland #dataanalytics #dataanalyst #phonepe #callcenter

Hello data community ! 📊I've developed a "Customer Churn Analysis" Dashboard using Power BI as part of the PwC Switzerland Virtual Internship Program offered by Forage. 🔗 Dataset source : Forage, PwC Switzerland ▶𝐓𝐚𝐬𝐤 𝟐 : The Telecommunications Retention Manager is currently looking for a robust solution to enhance customer retention initiatives and reduce customer churn. 💠The primary aim of this analysis is to provide valuable insights into the following areas: 🗝️𝐂𝐡𝐮𝐫𝐧 𝐑𝐚𝐭𝐞 The churn rate, representing the percentage of customers who have discontinued service within a specified period, is evidently a critical metric. Analyzing this rate can provide valuable insights into the reasons for customer departure, enabling the implementation of targeted strategies to minimize it. 🗝️𝐃𝐞𝐦𝐨𝐠𝐫𝐚𝐩𝐡𝐢𝐜 𝐀𝐧𝐚𝐥𝐲𝐬𝐢𝐬 • 𝐆𝐞𝐧𝐝𝐞𝐫 𝐃𝐢𝐬𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧 : This section presents the number of customers categorized by gender, distinguishing between male and female. • 𝐓𝐞𝐧𝐮𝐫𝐞 : Customer tenure varies significantly, from 1 to 72 months, indicating the service has a mix of both new and long-standing customers. • 𝐈𝐧𝐭𝐞𝐫𝐧𝐞𝐭 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 : Fiber optic seems to be the most preferred internet service among customers, with DSL coming in second. • 𝐎𝐧𝐥𝐢𝐧𝐞 𝐒𝐞𝐜𝐮𝐫𝐢𝐭𝐲 & 𝐓𝐞𝐜𝐡 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 : Customers who have subscribed to online security and tech support services have a lower churn rate as they value security and assistance. •𝐂𝐨𝐧𝐭𝐫𝐚𝐜𝐭 𝐓𝐲𝐩𝐞 : Customers with longer contract duration, such as one or two years, are less likely to churn compared to those on month-to-month contracts. 🗝️ 𝐁𝐢𝐥𝐥𝐢𝐧𝐠 & 𝐏𝐚𝐲𝐦𝐞𝐧𝐭 • 𝐏𝐚𝐩𝐞𝐫𝐥𝐞𝐬𝐬 𝐁𝐢𝐥𝐥𝐢𝐧𝐠 : Customers who choose paperless billing may exhibit different behavior compared to those who receive paper bills. • 𝐏𝐚𝐲𝐦𝐞𝐧𝐭 𝐌𝐞𝐭𝐡𝐨𝐝 : The payment method chosen (e.g., electronic check, credit card, bank transfer) might impact customer loyalty and churn rate. •𝐌𝐨𝐧𝐭𝐡𝐥𝐲 𝐂𝐡𝐚𝐫𝐠𝐞𝐬 : Monthly charges for customers range from as low as $20 to over $100. Understanding the reasons for these variations can aid in developing pricing strategies and improving customer retention efforts. ✨Feedback and suggestions are appreciated ! #pwcswitzerland #powerbi #pwcindia #dataanalyst #virtualinternship #customerchurnanalysis 

🔍 PwC Call Center Data Analysis Dashboard 📊 I'm excited to unveil my latest developed interactive dashboard, designed to provide deep insights into pwc call center operations as part of the PWC Switzerland Virtual Internship Program through Forage. This powerful tool leverages data analytics to enhance customer experience and operational efficiency. Key Highlights: 📞 Overall calls answered/abandoned 🕒 Average Handling Time: Monitor and improve call handling times. 🌟 Customer Satisfaction Scores: Track and boost customer satisfaction. 📈 Agent Performance Metrics: Evaluate agent performance and identify training opportunities. At PwC, we believe in leveraging data to drive better business decisions. Explore our dashboard and see how data-driven insights can transform call center operations. #PwC hashtag #DataAnalytics hashtag #Power BI hashtag #CallCenter hashtag #CustomerExperience hashtag #OperationalExcellence

Unveiling Call Center Performance: Insights from Data Analysis I recently got the opportunity through DataGirls Tanzania wonderful mentor Diana Robinson to work on a dataset from PwC Switzerland's Virtual Case Internship. It was task 2 out of 4 where you had to create a visual board focusing on call center performance metrics. The required key findings and insights were: Call Volume and Handling -Examined the total number of calls answered and abandoned. -Analyzed the speed of answered calls to assess responsiveness Call Duration Patterns -Created a separate hour of the day analysis to identify peak periods and trends -Created a separate analysis for topic/purpose of the call Customer Satisfaction -Evaluated overall customer satisfaction metrics to grasp the service quality Agent Performance -Developed an agent performance quadrant matrix, plotting average talk duration against the number of calls answered -This visualization helped to identify high performing agents and areas for improvement The overall experience has shown me that by leveraging data driven decisions, we can enhance customer experience, improve agent efficiency. And ultimately drive better business outcomes. #DataAnalysis #datagirlstz #CallCenterPerformance #BusinessIntelligence #powerbi

Sharing my first project at PwC Switzerland Virtual Internship by Forage, where I assumed the role of a Power BI analyst. Tasked with analyzing call centre data provided by the Call Centre Manager at PhoneNow, I unveiled insights to enhance operational efficiency and customer satisfaction. Business Objective: Our primary goal was to optimize call centre operations, improve call handling processes, and elevate customer satisfaction levels using insights from company's data. Key objectives included understanding customer sentiments, analyzing call topic trends, and evaluating agent performance. Analysis and Insights: - Analyzing 5000 calls revealed an average speed of answer of 67.52 seconds, with 4054 calls successfully answered and 946 abandoned. - Customer satisfaction ratings varied, with 2023 satisfied and 1759 unsatisfied customers, presenting opportunities for improvement. - Technical support and payment-related issues emerged as prominent topics, highlighting areas for targeted intervention and process enhancement. Resolution Status: While 73% of issues were resolved, 27% remained unresolved, underscoring the need for enhanced issue resolution mechanisms and agent training. Agent Performance: Evaluation of agent performance revealed variations in call handling efficiency, indicating scope for additional training and performance optimization strategies. Recommendations: Address High Abandonment Rates: Implement strategies to reduce wait times and enhance call routing efficiency to mitigate abandonment rates. Enhance Customer Satisfaction: Focus on improving service quality, communication, and feedback mechanisms to address customer dissatisfaction. Optimize Call Handling Processes: Streamline technical support and payment-related processes to improve overall call resolution rates. Invest in Agent Training: Provide additional training and support to agents to enhance performance and ensure consistent service delivery. Continuous Monitoring and Improvement: Utilize data-driven insights to monitor call centre performance continually and adapt operations for optimal efficiency. GitHub Repository: [https://lnkd.in/d2dnvJ3N] #PwCSwitzerland #VirtualInternship #PowerBI #DataAnalysis #CallCentre #CustomerSatisfaction

📊 Unlocking Call Center Insights for Operational Excellence! 📞 🚀 Just wrapped up Task 1 of my virtual internship journey with PwC Switzerland, and it's been an incredible learning experience! 🎉 🔍 Thrilled to unveil the "Call Center Insights" project, a transformative endeavor leveraging Power BI to revolutionize call center operations! 💡 🚀 This initiative aims to translate raw call data into actionable insights, empowering managers and agents alike to enhance operational efficiency and elevate customer experiences. 🌟 ✨ Key Objectives Achieved: From monitoring crucial KPIs to analyzing agent performance and visualizing call trends, this dashboard is poised to drive strategic decision-making and proactive improvements. 📈 🌐 Business Impact: Anticipate a ripple effect across service quality, resource allocation, and customer satisfaction—a true game-changer in call center management! 🌟 🛠️ Approach & Deliverables: Leveraging Power BI's prowess, we're crafting an interactive, user-centric dashboard backed by robust data modeling. Expect dynamic visualizations and comprehensive documentation for seamless integration and utilization. 🤝 🔑 Project Conclusion: The "Call Center Insights" project isn't just about data—it's a catalyst for a paradigm shift in operational excellence and continuous improvement within our organization! 🌐 🤝 Let's connect and discuss the power of data-driven insights in reshaping call center dynamics! Your thoughts and experiences are invaluable. 📊💬 #callcenter #powerbi #operationalexcellence #customerexperience #datadrivendecisions #businessintelligence