Highly analytical Data Analyst with a strong background in digital analytics, CRM, and customer retention, adept at transforming complex data into actionable insights. Proven leader with extensive experience in customer service management, driving business growth, enhancing customer engagement, and optimizing conversion rates. Proficient in leveraging Excel, SQL, and Power BI to deliver measurable improvements and strategic recommendations.
Lagos, Lagos State, Nigeria
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Summary
Led a customer service department, overseeing reporting, team management, and issue resolution to significantly enhance customer satisfaction and operational efficiency.
Highlights
Generated comprehensive weekly and monthly reports on customer satisfaction and service metrics, providing critical insights to Line Managers that informed strategic decisions.
Managed and mentored a team of 15+ customer service representatives, ensuring consistent delivery of high-quality customer service standards and achieving a 95% customer satisfaction rate.
Coordinated seamlessly with internal departments, including dispute resolution desks, to resolve complex customer issues and complaints, reducing resolution time by 20%.
Designed and implemented regular training programs and performance evaluations for the customer service team, improving team proficiency by 30% and ensuring 100% compliance with organizational processes.
Lagos, Lagos State, Nigeria
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Summary
Directed a customer service team, optimizing service delivery, analyzing customer feedback, and facilitating digital channel migration to enhance overall customer experience.
Highlights
Supervised a team of 10 customer service representatives, upholding high service standards and contributing to a 15% increase in customer retention.
Monitored and analyzed customer feedback, complaints, and suggestions, identifying key areas for improvement that led to the implementation of 3 new service protocols.
Oversaw the issuance of over 500+ cards and hardware tokens monthly, ensuring operational efficiency and accuracy.
Drove customer engagement and supported the migration of 2,000+ customers to alternate digital channels, significantly increasing digital adoption rates.
Lagos, Lagos State, Nigeria
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Summary
Executed end-to-end onboarding and management of financial ambassadors, driving digital channel adoption and leveraging market insights for enhanced customer experience.
Highlights
Successfully onboarded and managed over 100 financial ambassadors/money agents across various communities, expanding financial service accessibility.
Supported and promoted campaigns for the utilization and adoption of digital channels for financial transactions, resulting in a 25% increase in digital transaction volume.
Leveraged social and communal listening insights to inform brand perception and customer preferences, enhancing overall customer experience and brand protection.
Organized and executed 50+ roadshows and market storms, leading to the onboarding of 1,000+ new customers for digital banking products.
Lagos, Lagos State, Nigeria
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Summary
Developed and implemented marketing strategies to boost brand loyalty and product uptake, while fostering strong customer relationships and providing direct support.
Highlights
Developed and executed pre-season marketing plans that supported department product strategies, contributing to a 10% increase in product awareness.
Collaborated closely with product development and relationship managers to provide superior customer support, enhancing service delivery efficiency by 15%.
Built and maintained strong customer relationships by actively engaging clients and collecting feedback, leading to a 20% improvement in customer satisfaction scores.
Resolved customer issues within an average of 24 hours, significantly improving customer retention and driving increased brand loyalty and product uptake.
Published by
International Journal of Fauna and Biological Studies
Summary
A research paper detailing the patterns of arthropod diversity in different habitats within Itu Local Government Area of Akwa Ibom State, Nigeria, published in a peer-reviewed journal.
Data Analysis, Data Interpretation, Data Visualization, Power BI, SQL, Database Management, Excel (Advanced), Digital Analytics, CRM Data Analysis, Customer Retention Analysis.
Customer Relationship Management (CRM), Customer Service, Customer Engagement, Customer Feedback Analysis, Issue Resolution, Service Delivery Optimization.
Team Leadership, Team Management, Performance Evaluation, Professional Development, Training & Development, Work Delegation, Coaching, Mentoring.
Digital Product Sales, Digital Channel Adoption, Financial Ambassador Management, Market Research, Brand Loyalty, Product Uptake, Marketing Strategy, Campaign Management, Social Listening.
Quality Control, Process Improvement, Audit Support, Compliance, Operational Efficiency, Record Maintenance, Problem Solving.
Interpersonal Skills, Communication Skills, Stakeholder Management, Cross-functional Collaboration, Reporting.
Microsoft Suite, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook.
Volunteering, Community Involvement.
Research, Information Surfing, Reading, Chess, Puzzles.
Available upon request.
Available upon request.