Project 1: CS & Operations Analytics

Optimizing Customer Service with Data

🎯 Project Goal

The goal of this project is “CS Operations Optimization and Customer Satisfaction Enhancement”. As a data analyst, you need to solve the problems faced by the CS team through data.

📝 Key Questions

1. Status: How busy is our CS team right now? (Ticket Exploration)
2. Quality: Are customers satisfied with our support? (Satisfaction Metrics)
3. Pain Points: Why are customers upset? (Sentiment & Returns)
4. Prediction: Who is likely to churn? (Satisfaction Prediction)
5. Action: How do we monitor all of this? (Dashboard)

🛠️ Stack

• BigQuery SQL: Data extraction and processing
• Python (Pandas): Data analysis
• Gemini (LLM): Text classification
• Streamlit: Dashboard development