Google Fiber Dashboard - Analyzing Customer Repeat Calls

Dataset [Github] : LINK

Union query [Bigquery] : LINK

In this project, I had the opportunity to work with the Google Fiber customer service team to analyze and visualize customer support data. The primary objective was to gain insights into how often customers contacted customer support after their initial inquiry and to understand the types of issues that led to repeat calls. The project involved several key steps:

1. Data Collection: We collected data from three different markets served by Google Fiber, including information about customer calls, their reasons for calling, and the dates of their interactions.
2. Data Integration: We integrated the data from these markets into a single reporting table, which served as the foundation for our dashboard.
3. Dashboard Development: Using Tableau, I created a user-friendly BI dashboard that allowed stakeholders to explore customer support trends. The dashboard included various visualizations, such as bar charts, tables, and filters.
4. Key Insights: The dashboard provided insights into monthly and weekly call patterns, the percentage of first-contact calls by day of the week, the types of calls that generated the most repeats, and the performance of different markets.
5. Executive Summary: To communicate our findings effectively, I prepared an executive summary that summarized the project's goals, methods, and the functionality of the dashboard. This document helped stakeholders understand the significance of our analysis.

The project highlighted my ability to work with BI tools, perform data analysis, and deliver actionable insights. It showcased my skills in data integration, visualization, and report generation. The Google Fiber Dashboard now serves as a valuable tool for the customer service team to improve their service quality and customer satisfaction.

Feel free to adapt and expand upon this information to create a compelling portfolio entry for your Google Fiber data analysis project.