As part of my virtual internship at PwC, facilitated through Forage, I took on the role of a Power BI analyst. This journey led me to a defining project with PhoneNow, steered by Claire, their dedicated Call Centre Manager. Claire sought clarity and insight into the intricate layers of their call data, desiring a clear snapshot of the long-term trends characterizing both customer and agent interactions. Entrusted with this mission, I set out to create a comprehensive Power BI dashboard. Not merely a data representation, this dashboard was designed to bring to the fore actionable insights, weaving in all the relevant Key Performance Indicators (KPIs) and metrics.
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