Divya Patel
Subject Matter Expert @IntouchCX
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WORK HISTORY
Subject Matter Expert @IntouchCX
Winnipeg, MB, CA
Handle escalated customer issues via chat, phone, and email, focusing on quick and accurate resolution. Support frontline agents with real-time questions, guidance, and step-by-step process clarification. Provide coaching and feedback to improve agent performance and customer experience. Manage multiple priorities by balancing live escalations with pending case follow-ups. Assist with basic system troubleshooting and coordinate/resolve IT-related issues when needed. Document actions and outcomes clearly to ensure consistent case handling and team alignment.
EDUCATION
The University of Winnipeg
Bachelor of Applied Computer Science - BSc, Computer Science
ABOUT DIVYA PATEL
I’m a Data Analyst who turns operational data into KPI dashboards and decisions. In a public-sector systems analyst co-op, I built SQL data-extraction scripts that reduced manual reporting by 40%, and designed Power BI dashboards for monthly land assessment reporting to improve decision-making. I enjoy working end-to-end: clarifying requirements, cleaning and modeling data, building measures, and presenting insights to stakeholders. I’ve also built analytics projects in Power BI/SQL and statistical modeling (R), focused on data storytelling and executive-friendly dashboards. Currently, I’m seeking Data Analyst / BI Analyst / Reporting Analyst roles where I can help teams automate reporting, improve data quality, and make performance visible through dashboards and metrics.
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