[nom]

📞

Casablanca, Morocco

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[téléphone]

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[e-mail]

LinkedIn : [lien]

DATA ANALYST | OPERATIONS ANALYST

PROFESSIONAL SUMMARY

Operations and [nom] Analyst with experience in operational process management, sensitive data handling, and incident resolution within the fintech and telecom sector.

Skilled in data analysis, reporting, process improvement, and dashboard creation using Excel and Power BI. Able to identify operational anomalies, improve data reliability, and support business decision-making through analytical reporting and KPI monitoring.

Strong analytical mindset with experience collaborating with technical and business teams in fast-paced operational environments.

PROFESSIONAL EXPERIENCE

Orange Money – Back [nom] Executive

Casablanca, Morocco | 2022 – Present

• Manage and process customer account and wallet operations
• Monitor data quality and consistency for sensitive customer information
• Identify and resolve critical operational anomalies
• Contributed to securing customer wallet data related to recycled phone numbers
• Improve operational processes to reduce risks and enhance data reliability
• Collaborate with technical and business teams to resolve operational incidents
• Support reporting activities and operational data analysis

Key Achievements

• Improved reliability of critical customer data
• Reduced operational risks related to wallet/account inconsistencies
• Participated in process optimization initiatives

CIMR – Administrative [nom] / Customer Operations Support

Casablanca, Morocco | 2020 – 2022

• Managed customer files and administrative operations
• Processed customer requests and internal operational tasks
• Used Excel for operational tracking and reporting
• Coordinated with multiple departments to ensure smooth request handling

TECHNICAL SKILLS

Data & BI

• Power BI (Dashboards, KPI tracking, basic DAX)
• Excel Advanced (Pivot Tables, formulas, reporting)
• SQL Basics (SELECT, WHERE, JOIN, GROUP BY)

Data Analysis

• Operational Data Analysis
• KPI Monitoring
• Reporting & Dashboarding
• Data Quality Control
• Process Improvement

Soft Skills

• Analytical thinking
• Problem solving
• Attention to detail
• Communication
• Team collaboration
• Organization and prioritization

PROJECTS

Telecom Customer Churn Analysis – Power BI Project

• Built interactive dashboards to analyze customer churn and active rate
• Created KPIs such as churn rate, active customer rate, average usage, and response time
• Analyzed customer behavior trends and operational performance
• Used DAX measures and data visualization techniques to support business insights

EDUCATION

Professional Training Certificate – Systems & Network Administration

ISTA NTIC Sidi Maarouf | 2017

Bachelor Degree (Bac+3)

Hassan II University Ain Chock | 2015

LANGUAGES

• Arabic: Native
• French: Bilingual
• English: Professional Working Proficiency