Operations Command Center: SLA, Backlog & Root-Cause Intelligence

Project Overview

This portfolio project simulates a growing service operations team that is struggling with backlog growth, SLA misses, inconsistent productivity, and repeat customer issues.

Business Problem

Leadership needs a central view of service performance, backlog pressure, SLA risk, and root causes. Teams are spending too much time reacting to issues rather than preventing them.

Tools Used

• SQL
• Power BI
• Excel
• Markdown

Files Included

• data/service_cases.csv
• data/agent_roster.csv
• data/calendar.csv
• sql/operations_command_center_analysis.sql
• docs/executive_summary.md
• docs/dashboard_blueprint.md
• docs/data_dictionary.md

What Makes This Project Different

• backlog aging buckets
• SLA risk analysis
• repeat issue / reopen analysis
• productivity vs quality tradeoff
• staffing and capacity insight
• root-cause-driven business recommendations

Resume-Ready Impact

• Built an Operations Command Center dashboard in Power BI using SQL-based analysis of service cases, backlog aging, SLA performance, escalation trends, and CSAT metrics.
• Identified top drivers of SLA misses and repeat workload through root-cause and reopen-rate analysis, producing action-oriented recommendations for staffing and process improvement.
• Designed productivity vs quality analysis to highlight team performance tradeoffs and support data-driven operational decision-making.