Nada Madkhaneh
Complaint Data Analyst
Dubai
Summary
Proactive and detail-oriented Complaint & Data Analyst with over 6 years of experience in enhancing customer satisfaction, resolving NPS complaints, and leading a complaint handling team to improve service quality and efficiency. Proven success in managing NPS processes, CRM systems, and data analytics using Salesforce, SPSS, and advanced Excel. Recognized by department leadership for impactful contributions to KPIs, complaint resolution rate, and team performance.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
2
2
Languages
Work History
Complaint Data Analyst
Emirates Transport
09.2018 - Current
- Led a team of complaints agents, managing timely resolution of NPS Complaints across departments and ensuring alignment with service-level targets.
- Improved NPS score from 30% to 45% by developing structured dashboards, coordinating service enhancements, and analyzing customer feedback.
- Utilized Salesforce CRM to log, track, and resolve complaints, achieving a 61% closure ratio and maintaining accurate case records.
- Analyzed monthly complaint data using SPSS, Excel, and Tableau to identify trends, root causes, and service bottlenecks, driving continuous improvement.
- Delivered strategic insights to senior management through performance reports and real-time KPI dashboards, supporting informed decision-making.
Statistical Data Analyst
Future International Academy
11.2015 - 06.2018
- Performed data analysis on academic performance and grade distribution to support curriculum development and decision-making.
- Created visual reports using advanced tools to evaluate educational program effectiveness and drive improvements.
- Oversaw exam control processes, ensuring compliance, accuracy, and integrity across institutional assessments.
- Collaborated with cross-functional teams to design and analyze surveys, aligning data collection with institutional objectives.
Enumerator & Auditor
Abu Dhabi Statistics Centre
09.2013 - 01.2015
- Collected and recorded demographic data from households to ensure accurate representation in national statistics.
- Conducted surveys using electronic data collection tools to enhance efficiency and reliability of information gathered.
- Collaborated with team members to address discrepancies in reported data, ensuring consistency and validity of information.
Statistical Data Analyst
Liwa International School
04.2012 - 06.2013
- Created detailed reports summarizing findings from complex datasets, facilitating clear communication of results to stakeholders for strategic planning purposes.
- Performed data cleaning and data preparation to support high-quality data and catch errors before processing.
- Prepared statistical analysis plans and provided statistical interpretation for graphs, tables and charts.
Education
Bachelor - Statistics
UAE University
04.2001 - 01.2012
Skills
Customer Experience (CX)
Timeline
Complaint Data Analyst
Emirates Transport
09.2018 - Current
Statistical Data Analyst
Future International Academy
11.2015 - 06.2018
Enumerator & Auditor
Abu Dhabi Statistics Centre
09.2013 - 01.2015
Statistical Data Analyst
Liwa International School
04.2012 - 06.2013
Bachelor - Statistics
UAE University
04.2001 - 01.2012
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