Hamse Y.

Data Analyst - Business Intelligence @So Energy

London, GB

Currently serving as the Subject Matter Expert (SME) for all Customer Operations data, acting as a strategic partner across the business to drive data-led decision-making and operational improvement- Developed and co-led the creation of a data analytics strategy for Customer Operations, directly informing long-term strategic direction- Effectively engaged with stakeholders across all levels, from C-suite to middle management, through workshops and collaborative sessions- Acted as lead for Customer Operations regulatory data requests (RFIs) from Ofgem, presenting key findings on sensitive topics with actionable insights- Designed and delivered high-impact dashboards on agent productivity, complaints performance, contact analytics, and more—driving significant gains in call centre efficiency- Built a bespoke contact cost modelling tool to identify high-cost contact types, used to inform tech prioritisation and investment planning- Conducted comprehensive data training for over 75 staff members, improving data literacy across the organisation- Led a successful migration to a new case management system under time-sensitive conditions, ensuring seamless data continuity- Automated Looker dashboard lineage mapping using Python and APIs, achieving a 99% time saving compared to manual processes- Developed a contact forecasting model using ARIMA and moving averages to support operational planning- Collaborated with ML engineers on a customer churn prediction project, contributing to data analysis and feature engineering

Toronto Metropolitan University

Study Abroad placement, Politics

University of Stirling

BA With Hons (2:1), Politics