Paul Mak

I am a tech-driven Data Analyst and human-centric designer with a passion for understanding human behaviour, solving complex challenges, and creating meaningful impact. My journey has shown me that design, whether in structures, brands, or digital products, is ultimately about solving problems with people in mind.

I leverage root cause analysis and emerging technologies to help organizations understand the measurable impact their products and services have on people’s lives, enabling more human-centric, data-informed decisions that drive better outcomes for both business and society. Adept at data governance, storytelling, and visualization, I translate complex findings into clear narratives that inspire innovation and guide the development of empathetic, user-centric strategies and solutions

Skilled in Excel, SQL, and Python, I analyze data from multiple sources to uncover actionable insights, patterns, and trends in human behaviour, user experience, product performance, and operational processes.

Seeking to apply analytical, design, and business expertise to drive innovation and development within a forward-thinking organization.

With 5+ years of experience across fintech, product operations, data analytics, and technical support, I have delivered end-to-end analytical, operational, and human-centric solutions that strengthen systems, improve workflows, and elevate user experience. 

At CIBC, I partnered with product, technology, and commercial banking teams to analyze financial and behavioural datasets using SQL, Python, and Excel—reducing risk exposure by 26%, improving conversion by 43%, retention by 52%, and achieving a 94% NPS through exceptional onboarding and technical support. I streamlined processes by enhancing workflows, documentation, and governance, while building Salesforce dashboards that optimized customer journeys. As a freelance Data Analyst, I conducted EDA, automated reporting, built Power BI/Tableau dashboards, and provided behaviour-driven insights for product improvement. 

My work as a Brand Strategist integrated market research, churn analysis, and KPI insights with creative design to increase engagement and retention. Earlier, as a Samsung Technical Support Agent, I resolved complex technical issues by identifying patterns in user interactions, improving troubleshooting accuracy and achieving strong satisfaction scores. 

Across all roles, I leverage data, design thinking, and cross-functional collaboration to solve problems, optimize processes, and deliver measurable value

Architecture Technology Diploma

Grade: 3.8

Architecture, Design and Technology. 

I learned how to draft architecture and construction projects using AutoCAD and Adobe programs. I develop my notion of design and apply design concepts

Coursework:

Project Management: Business planning, SWOT analysis, financial feasibility

Data Analysis: Excel, SQL, Python, Tableau, Power BI, EDA, Data storytelling