Silja George
Sheffield
Summary
Business-focused data and analysis professional with experience supporting service improvement through stakeholder engagement, requirements gathering, and data-driven insights. Experienced in agile working environments and collaborating with cross-functional teams to analyse operational challenges and recommend improvements. Skilled in translating business needs into analytical solutions, facilitating stakeholder discussions, and supporting evidence-based decision making. Adept at communicating complex information clearly to technical and non-technical audiences within fast-paced operational environments.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Data handler
G4S, under DWP
Sheffield
2026.03 - Current
- Manage and process pension-related datasets while ensuring compliance with data governance and quality standards.
- Conduct data validation and reconciliation checks to maintain the accuracy and reliability of operational data used in reporting.
- Analyse case information to identify inconsistencies and support the resolution of complex data issues.
- Produce structured summaries and insights to support colleagues and senior staff in understanding operational trends.
- Collaborate with internal teams to resolve data queries and improve data handling workflows.
Customer service analyst
CC33 Global
Sheffield
2025.01 - 2025.11
- Managed 40–60 operational and customer enquiries daily, analysing case information to identify underlying service issues and operational patterns.
- Investigated enquiry and operational datasets to identify trends affecting service delivery and response strategies.
- Collaborated with operational teams to analyse service issues and support continuous process improvement initiatives.
- Gathered and clarified business requirements from internal stakeholders to support improvements in case handling and service processes.
- Translated complex operational information and analytical findings into clear explanations for colleagues and stakeholders.
- Maintained accurate records across multiple digital systems ensuring data integrity and reliable operational reporting.
- Prioritised workload in a fast-paced environment while meeting service targets and maintaining high levels of accuracy.
Customer service representative
Ant Marketing
Sheffield
2023.10 - 2024.01
- Managed high volume of inbound calls for quick resolution of customer issues.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Streamlined processes through efficient record keeping.
Data Analyst/Business Analysis Support
Infosys
India
2020.03 - 2022.04
- Investigated operational datasets (10k+ records) to identify business performance issues, service risks, and process inefficiencies.
- Developed 5+ interactive Power BI dashboards visualising key performance indicators to support operational decision making.
- Worked within an Agile delivery environment collaborating with product owners, developers, and stakeholders to iteratively develop reporting solutions.
- Participated in requirement discussions and backlog refinement to ensure analytical outputs aligned with evolving business needs.
- Gathered reporting and business requirements from stakeholders and translated these into analytical dashboards and reporting solutions.
- Communicated analytical insights to technical and non-technical stakeholders through reports, dashboards, and visualisations.
- Maintained documentation of data sources, methodologies, and reporting processes to support governance and transparency.
- Analysed historical datasets to identify demand patterns and support service improvements and operational planning.
Administrator
AE Industry
India
2019.09 - 2020.02
- Maintained digital records and updated databases to support efficient operational processes.
- Monitored workflows and ensured tasks were completed within deadlines.
- Assisted in compiling data for internal reporting and documentation.
Education
Master of Science - Data Analytics
University of Sheffield
Sheffield 2022.09 - 2024.11
Bachelor of Science - Engineering in Computer Science
College of Engineering
Kerala, India 2016.08 - 2020.02
Skills
- Power BI Dashboard Development (Power Query, DAX, data modelling)
- SQL and Database Querying
- Data Analysis & Quantitative Methods
- Data Visualisation and Reporting
- Stakeholder Engagement and Requirements Gathering
- Data Governance, Validation and Data Quality
- Agile Working and Collaborative Development
- Business Intelligence and Performance Reporting
Certification
Microsoft Power BI data Analyst(PL300)
IELTS, overall 7.5
Infosys certified Global Agile Developer
Timeline
Data handler
G4S, under DWP
2026.03 - Current
Customer service analyst
CC33 Global
2025.01 - 2025.11
Customer service representative
Ant Marketing
2023.10 - 2024.01
Master of Science - Data Analytics
University of Sheffield
2022.09 - 2024.11
Data Analyst/Business Analysis Support
Infosys
2020.03 - 2022.04
Administrator
AE Industry
2019.09 - 2020.02
Bachelor of Science - Engineering in Computer Science
College of Engineering
2016.08 - 2020.02