Ademola Adelakun
Data Analyst
Ipaja,Lagos
Summary
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
12.2018 - 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
02.2013 - 12.2018
- 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
03.2008 - 08.2012
- 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
02.2005 - 08.2007
- 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 01.2012 - 09.2013
Higher National Diploma (HND) - Business Administration
Ogun State Polytechnic
Abeokuta, Nigeria 03.1994 - 10.1999
Skills
Data formatting
undefinedAccomplishments
- 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
12.2018 - Current
QUALITY ASSURANCE OFFICER
MTN NIGERIA COMMUNICATIONS PLC
02.2013 - 12.2018
Master Entry Diploma in Management - Management
University of Wales
01.2012 - 09.2013
Business Analysis Support (Workforce Management)
MTN NIGERIA COMMUNICATIONS PLC
03.2008 - 08.2012
Customer Care Service Representative
MTN NIGERIA COMMUNICATIONS PLC
02.2005 - 08.2007
Higher National Diploma (HND) - Business Administration
Ogun State Polytechnic
03.1994 - 10.1999
Certified Lean Six Sigma Green Belt holder
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