EFFIONG LESLEY AKPAN
Business Intelligence Analyst
F.C.T, Abuja
Summary
Proactive Business Intelligence Analyst & Trainer with 6 years in fast paced business environments, spanning across Telecoms and Energy sector, providing employers with valuable and actionable data to drive profit & growth. Communicative and collaborative with proven history of improving business operations to support corporate growth and improve revenue. Knowledge in data extraction, transformation and loading, process validation and business needs analysis, with a proper understanding of customer requirements, translating it into actionable project plans. Proficient in business intelligence tools (Microsoft Excel, MS-Power Bi, PostgreSQL & Microsoft SQL server) to drive business effectiveness through recommendations based on data findings.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Head Strategic Documentation
Nehemiah Grace Developers Limited
F.C.T, Abuja
02.2023 - Current
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated leadership skills in managing projects from concept to completion.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Database Management Analyst
Legend Internet Limited
F.C.T, Abuja
08.2022 - 01.2023
- Designing and building of database systems of high availability and quality using PostgreSQL
- Provide proactive data management support and training to team members
- Determine, enforce, and document database policies, procedures, and standards
- Create Dashboards from database systems using Microsoft Word for users as per required
- Analyze data to identify and report potential risks which may arise from inadequate procedures, systems, and data handling
- Analyze Data and presenting findings and recommendations to management
- Observe legend business to determine how effectively it is operating and how satisfied customers are with products and services.
Data Analyst
Kaduna Electricity Distribution Company
Kaduna
12.2020 - 08.2022
- Identified and documented project constraints, assumptions, business impacts, risks and scope exclusions
- Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes
- Recommended data standardization and usage for protection of data integrity
- Performed trend analysis on energy and supply availability of over 10,000 customers
- Performed billing and collection efficiency analysis on Kaduna
- Analyzed over 5,000 Post-paid customers with high outstanding as against their tariff and load assessment
- Analyzed Prepaid Customer's Vending and Payments patterns
- Provided Data support to staff of various units and departments.
Service Quality Assurance Analyst
Kaduna Electricity Distribution Company
Kaduna
12.2020 - 12.2021
- Ensured proper monitoring of levels of service delivery to over 50,000 Kaduna Electric customers.
- Ensured compliance of SLA from units within and without Customer service and franchise to Kaduna Electric customers.
- Researched new tools and technologies that could be used by quality assurance team.
- Administered mystery shopping activities for effective quality of service delivery to average of 3,000 customers.
- Ensured quality and timely audit reports to end-user departments.
- Administered feedback and survey mechanism to external customers; and its roll out/ analysis; and action planning along with other groups.
- Measured and analyzed levels of awareness of Kaduna Electric based on independent customer satisfaction survey.
- Administered efficient business process controls within various departments in Kaduna Electric
High Value Customer Relationship Manager
Airtel Networks Limited
F.C.T, Abuja
10.2018 - 10.2020
- Provided excellent service delivery to all assigned high value customers with customer base of over 3,000 customers.
- Analyzed all escalated customer issues and resolving them within reasonable time frame.
- Ensured customer satisfaction by implementing CRM solutions. Maintaining customer portfolios and data integrity.
- Advised customers on product upgrades and rollouts.
- Worked with Credit and risk management to identify credit risk in order to support business objectives.
- Worked together with Roaming team to ensure Premier customers have seamless experiences while roaming overseas.
- Provided strategic support to all customer channel for improved customer experience.
- Performed regular SLA reviews with customers, making required revisions.
- Arranged promotional programs to improve sales of products and services.
Customer Service Representative
Airtel Networks Limited
10.2017 - 09.2018
- Responsible for acting as liaison between customers and organization.
- Resolved complaints, errors, account questions, billing, cancellations, and other queries from over 25 customers daily.
- Resolved at least 20 customer queries using CRM systems and tools.
- Communicated progress and resolution of issues to internal and external customers within SLA of 24 - 72 hours.
- Completed all call Logs and documented all customer contacts in Single view CRM system daily.
- Offered relevant information and options to all customers regarding on-going products and services.
- Provided information regarding charge accounts and loyalty programs.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
MNP Administrator/ High Value Sales Support
Airtel Networks L.T.D
F.C.T, Abuja
07.2016 - 09.2017
- Enhanced competitive differentiation through executing business post
- Mobile Number Portability (MNP) /High Value (HV) sales service to newly activated ports
- Uploads of report forms on MNP self-care portal of company
- Monitored all logged requests and ensured escalation of all pending issues
- Ensured minimum of 90% achievement on all approved MNP requests
- Helpdesk/HV sales to resolve rejected / delayed requests
- Monitored and tracked canvasser's daily performance
- Provided support for High Value sales department where necessary.
National General Secretary
NCCF
Jos, Plateau
04.2014 - 07.2015
- Drawing of quarterly itinerary, program planning and designation of facilitators
- Day to day running of secretarial activities and organization; recipients of mails and correspondence
- Provision of communication systems by identifying needs; evaluating options; Maintenance of equipment; crosschecking invoices
- Completing special projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results
- Achieved financial objectives by anticipating requirements; submitting information for budget preparation; scheduling expenditures and monitoring costs.
Computer Tutor
New Covenant Group of Schools
Port Harcourt
11.2013 - 04.2014
- Acted as a guide to students to make right choices with respect to career
- Led Students to understand the basis of computer with respect to history.
Education
Bachelor of Science - General Biochemistry
Igbinedion University
Okada, Edo State, Nigeria 09.2008 - 11.2013
Certificate of Fellowship In Development Research - Development Research
Institute For Development Research
F.C.T, Abuja 06.2022 - 08.2022
Certificate of Fellowship in Development Research - Statistical Consulting
Institute For Development Research
F.C.T, Abuja 10.2022 - 12.2022
Skills
Data analysisundefined
Website Projects
- https://nnltd.org
- https://ibbltd.net
- https://ngdevltd.com
Accomplishment
- Awarded Shining Star of the Quarter in the Second Quarter of the 2020 Financial year (While holding the role of Service Quality Assurance Analyst).
- Consistently received recommendation from High Value customers while creating a repeat business by developing long-term relationships.
- Handled customer complaints of over 300 assigned customers, maintaining a positive Network experience for assigned base while in the Telecommunication sector.
- Collaborated with team of 7 in the development of Kaduna Electric Mobile Solutions Application.
- Exceeded retail sales goal by 45% per quarter over the course of the financial year (While holding the role of High value Relationship Manager).
- Expanded client base by 15% over the course of six months (While holding the role of High value Relationship Manager).
- Maintained customer base retention rate 90% within the financial year (While holding the role of High value Relationship Manager).
Accomplishments
- Microsoft Excel – (Digital Nigeria) – Oct. 2020
- Digital Marketing Fundamentals - Dec. 2020
- Website Design (Word-press) - Dec. 2020
- Learning Data Analytics (LinkedIn) - Aug. 2021
- Data Fluency, Exploring and Describing Data (LinkedIn) - Aug. 2021
- Excel statistics Essential Training (LinkedIn) - Aug. 2021
- Learning Excel: Data Analysis (LinkedIn) - Apr 14, 202
Trainings Anchored
- ICT Capacity Building Workshop (Nigerian Breweries PLC, Kaduna, 25th - 29th April, 2022)
- Customer Relationship Management ( O2 International Group, Abuja, 8th February, 2023)
- Data Analysis using Excel & PowerBI (Bizmarrow Technologies, Abuja, 15th February - 11th March, 2023 )
- Data Analysis Bootcamp (Bizmarrow Technologies, Virtual Training, Ongoing)
- Data Analytics Bootcamp - (Virtual Training, Ongoing)
Timeline
Head Strategic Documentation
Nehemiah Grace Developers Limited
02.2023 - Current
Certificate of Fellowship in Development Research - Statistical Consulting
Institute For Development Research
10.2022 - 12.2022
Database Management Analyst
Legend Internet Limited
08.2022 - 01.2023
Certificate of Fellowship In Development Research - Development Research
Institute For Development Research
06.2022 - 08.2022
Data Analyst
Kaduna Electricity Distribution Company
12.2020 - 08.2022
Service Quality Assurance Analyst
Kaduna Electricity Distribution Company
12.2020 - 12.2021
High Value Customer Relationship Manager
Airtel Networks Limited
10.2018 - 10.2020
Customer Service Representative
Airtel Networks Limited
10.2017 - 09.2018
MNP Administrator/ High Value Sales Support
Airtel Networks L.T.D
07.2016 - 09.2017
National General Secretary
NCCF
04.2014 - 07.2015
Computer Tutor
New Covenant Group of Schools
11.2013 - 04.2014
Bachelor of Science - General Biochemistry
Igbinedion University
09.2008 - 11.2013
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