Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Data Analyst
MTN NIGERIA COMMUNICATIONS PLC
Ikoyi
2018.12 - Current
Produced monthly reports using advanced Excel spreadsheet functions.
Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
Implemented code solutions to answer analytic questions and test and assess new methods.
Identified, analyzed and interpreted trends or patterns in complex data sets.
Extracted and interpreted data patterns to translate findings into actionable outcomes.
Participated in requirements meetings to understand business needs.
Worked with business intelligence software and various reports to glean insights into trends and prospects.
Collaborated with business-unit leaders to identify and prioritize problems.
Analyzed data to identify root causes of problems and recommend corrective actions.
Created dashboards to monitor and track key performance indicators.
Generated ad-hoc reports to evaluate specific business requirements.
QUALITY ASSURANCE OFFICER
MTN NIGERIA COMMUNICATIONS PLC
Ikoyi
2013.02 - 2018.12
Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
Monitored activities and supporting systems to meet compliance regulations.
Implemented new quality assurance and customer service standards.
Monitored staff organization and suggested improvements to daily functionality.
Recorded, analyzed, and distributed statistical information.
Conducted risk assessments to identify and mitigate potential quality issues.
Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
Ensure total compliance with policies and procedures in respect of quality and Performance management as stated by the business.
Assist check Revenue leakages, recommend appropriate measures and control to ensure continuous revenue assurance for the business.
Perform Forensic/fraud detection analysis.
Ensure total compliance with implementation of Service guarantee package (Compensation) in place for customers.
Business Analysis Support (Workforce Management)
MTN NIGERIA COMMUNICATIONS PLC
Ikoyi
2008.03 - 2012.08
Set and adjusted to schedules to maintain optimal coverage and service levels.
Worked with management to develop strategic and tactical plans to meet different requirements.
Produced and updated documents, reports and tracking spreadsheets using Nice Application, and Teleopti.
Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
Developed and monitored employee recognition programs.
Developed and implemented onboarding and orientation programs for new employees.
Generated and analyzed reports to monitor employee engagement and attrition trends.
Managed overtime, shift swaps, breaks and PTO requests.
Manage scheduling activities to determine optimal staffing levels for each call centre shift.
Customer Care Service Representative
MTN NIGERIA COMMUNICATIONS PLC
Apapa
2005.02 - 2007.08
Responded to customer needs through competent customer service and prompt problem-solving.
Resolved concerns with products or services to help with retention and drive sales.
Logged call information and solutions provided into internal database.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Responded proactively and positively to rapid change.
Educated customers about billing, payment processing and support policies and procedures.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Master Entry Diploma in Management - Management
University of Wales
Cardiff, Wales
2012.01 - 2013.09
Higher National Diploma (HND) - Business Administration
Ogun State Polytechnic
Abeokuta, Nigeria
1994.03 - 1999.10
Skills
Data formatting
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Accomplishments
Awarded with the MTN Unique Contributor (2021 and 2022 Financial Years).
Supervised team of 6 staff members.
Certification
Certified Lean Six Sigma Green Belt holder
Watching Football
I am a passionate Arsenal fan and a big supporter of Nigeria national team
Timeline
Data Analyst
MTN NIGERIA COMMUNICATIONS PLC
2018.12 - Current
QUALITY ASSURANCE OFFICER
MTN NIGERIA COMMUNICATIONS PLC
2013.02 - 2018.12
Master Entry Diploma in Management - Management
University of Wales
2012.01 - 2013.09
Business Analysis Support (Workforce Management)
MTN NIGERIA COMMUNICATIONS PLC
2008.03 - 2012.08
Customer Care Service Representative
MTN NIGERIA COMMUNICATIONS PLC
2005.02 - 2007.08
Higher National Diploma (HND) - Business Administration
Ogun State Polytechnic
1994.03 - 1999.10
Certified Lean Six Sigma Green Belt holder
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