This project represents the final capstone of the Google Business Intelligence Professional Certificate.
The task was to analyse Google Fiber’s customer service operations to identify causes of repeat calls, uncover inefficiencies, and design actionable dashboards for decision-makers.
- Tableau for BI dashboard design and data storytelling
- SQL for data preparation and query optimization
- Spreadsheets / Google Sheets for initial analysis
- Data Cleaning · Trend Analysis · Visualization Design · Business Insights
- Identify patterns in repeat calls across markets and issue types.
- Understand operational bottlenecks causing multiple service contacts.
- Design dashboards that communicate KPIs effectively to stakeholders.
- Data Preparation: Consolidated multiple data sources and cleaned call records.
- Exploration: Grouped calls by market, issue type, and week/month to identify trends.
- Visualisation: Created Tableau dashboards to visualise repeat call rates and service issues.
- Presentation: Developed clear BI visuals that guide decision-making for support teams.
- Repeat Calls by Market & Issue Type – highlights high-volume problem areas.
- Temporal Trends – weekly and monthly patterns in customer service volume.
- Performance KPIs – repeat call counts and repeat rate displayed dynamically.
- Internet and Wi-Fi issues produced the highest volume of repeat calls.
- Market 1 had the largest number of recurring issues across all categories.
- Technical troubleshooting and scheduling problems were leading contributors to inefficiencies.
- Consistent monitoring of trends can guide staffing and training improvements.
Developed a professional business intelligence dashboard enabling Google Fiber analysts to:
- Track repeat call performance in real time,
- Identify high-impact issue categories, and
- Support targeted operational improvements.