Google Fiber Call Insights Dashboard

This BI project focuses on improving customer service efficiency at Google Fiber by analyzing patterns in repeat customer calls. Using Tableau, I built an interactive dashboard that enables stakeholders to identify high-volume issues, compare market performance, and monitor trends over time to support better first-call resolution. 

The images shown represent the key visual components and final dashboard of my Business Intelligence project for Google Fiber. Each chart was designed to answer specific stakeholder questions related to repeat customer calls and first-call resolution performance. 

Artifacts Created:

• Low-fidelity wireframe (planning sketch)
  
  

• Tableau dashboard (interactive)
  
  

• PowerPoint presentation (project summary and results)
  
  

• Supporting documentation (project background, insights, lessons learned)

This project demonstrates my ability to analyze operational data, design BI dashboards, and translate business questions into actionable visuals. 

This project was completed as part of a professional Business Intelligence certification program to demonstrate hands-on proficiency with real-world BI tools and workflows. I independently led all aspects of the project — from interpreting the assignment goals, working with mock operational data, designing low-fidelity layouts, and building a fully interactive Tableau dashboard.

Although this was an individual course project, it was modeled after real-world business scenarios. I acted as both the analyst and designer, focusing on translating stakeholder needs into actionable visual insights.

Outcome: Successfully completed the course and earned the certification. The final dashboard met all objectives — offering insight into call resolution trends, issue types, and market performance — and is now part of my public BI portfolio as I transition into a professional role in Business Intelligence.