Mugaragu Solange Ishimwe

📊 Data Analytics Project: Optimization of Compliance to Improve Customer Satisfaction in Banking Agencies

🗓️ November 2024

🎯 Project Objective:

Analyze the impact of banking compliance procedures on customer experience in branches and propose solutions to improve this experience while respecting regulations.

🔑 Key Steps:

• 🔍 Identification of friction points: Analyze current compliance processes and their impact on customer satisfaction in branches.

• ⚙️ Process Optimization: Propose improvements to make procedures smoother without compromising compliance.

• 📈 Data Analysis and Visualization: Use of Power BI, Power Query, DAX, and Excel to analyze data, automate reports, and create interactive dashboards.

• 💡 Improvement Proposals: Formulate concrete recommendations to transform compliance into a lever for continuous improvement, not a barrier to customer satisfaction.

📈 Result:

• ✅ Process Optimization: Creation of a smoother customer journey while maintaining regulatory compliance.

• 😊 Improvement of Customer Satisfaction: Reduction of friction while ensuring security and adherence to standards.

Managing customer interactions, ensuring their satisfaction, coordinating with partners, mastering office tools, and teamwork to guarantee optimal service.

Converting prospects into customers through tailored solutions. Managing account openings and verifying data to ensure compliance. Tracking files and coordinating with internal teams for efficient handling.