Akinte Oluwasegun Ajayi

OLUWASEGUN AKINTE Hull, United Kingdom | - |-PROFILE SUMMARY Data Analytics Professional with over four years of experience in Data Analytics, Strategy support, customer service and human resources management. A Data Analyst/Strategy officer with the ability to coordinate all aspects of market research,data analytics & interpretation, process monitoring, project management and strategic initiatives. Skilled at Identifying, analyzing, and interpreting trends or patterns in complex data set to help formulate, facilitate and communicate an organization's strategic initiatives and future goals .Open to mid-level opportunities in strategy support and data analysis. SKILLS & COMPETENCIES • • • • • Process Improvement Project Support Administrative Management Human Resource Operations Management • • • • • Organizational Development Financial Management Performance Evaluation Employee Relations Data Analysis • • • • Quality Assurance Capacity Development Relationship Management Strategic Implementation SKILLS HIGHLIGHTS • • • • Possesses strong communication, financial management, process improvement, analytical and strategy implementation skills. Excellent rapport building skills and the ability to match customer needs with products and services. Ability to empathize, solve problems, and communicate tailored solutions to customers’ problems. Solid multi-tasking and prioritization skills with the ability to manage expectations. EXPERIENCE Service Measurement Officer Sterling Bank, Marina, Lagos July 2022 – January 2023 • Provide required data & analysis for decision making by management. • Proactively utilize model designs used in measuring and monitoring Service level agreement across all touchpoints. • Coordinate engagements with relevant stakeholders/cross- functional groups to identify & monitor Key Performance parameters for strategic processes. • Analyze feedback on services rendered to customers (Internal & External) using industry accepted Models • Drive platform reliability and performance of service delivery at various touch- points/channels bank-wide using industry Lead, Quality Assurance accepted Models. • Measure levels of service delivery to improve service level agreement. Strategy and Data Analytics Officer Tangerine Africa, Alaka, Lagos June 2021 – July 2022 • Liaising with business heads to develop and deliver strategies that support the sustainability of Tangerine. • Working with stakeholders across Tangerine to ensure the coordination and support needed to deliver value. • Establishing KPIs that the business will measure performances against and determine the effectiveness of the implemented strategies • Leveraging on market/customer research, trends, and competitor analysis to provide insight in order to drive revenue, increase yield, improve market share, and enhance company • performance • Working with the business units to evaluate overall performance against targets and make necessary recommendations. • Providing information on analytic results to business and functional leaders using visualizations (including power BI) to communicate data and metrics. • Monitoring project progress by tracking activity, resolving problems and document progress reports. • Maintaining user confidence and protect operations by keeping information confidential. • Preparing reports by collecting, analysing and summarizing information and trends. • Demonstrating a culture of fact-based decision-making, transparency, agility and value creation. • Driving innovation across Tangerine and oversee implementation and change management. • Contributing to team effort by accomplishing related results as needed Customer Relationship Officer (Branch Operations) ARM Life, Opebi, Lagos April 2018 – June 2021 • Facilitated the implementation of the new CRM application used by the firm by sharing innovative ideas on how to convert it to improve the customer service system. • Recommended customer conversion and retention strategies to grow the firm’s business portfolio. • Collaborated with other departments, collected data, and sorted them to improve the company’s customer communication strategies. • Enhanced employees’ skills by training new hires and enforcing the organization’s policies. • Designed training materials to upscale employees’ skills and improve the organization’s culture. • Strengthened the firm’s relationship with clients through optimal use of the in-house Customer Relationship Management software to serve customers better and minimal errors. • Aced all the courses on the learning platform of the firm. • Managed the sales team and ensures they comply with the company’s principles and policies. • Sorted all recruitment, onboarding, and capacity development activities, including sorting training venues. • Served as a channel for helping staff with issues relating to HMO, ID cards, and tax cards. • Documented reports on customer resolutions, expenses reports, and sales. • Processed all claim applications submitted and sells the company’s insurance products to clients. Customer Care Consultant (Digital Channels Support) U-Connect/Stanbic IBTC, Ilupeju, Lagos March 2017 – April 2018 • Increased the company’s customer base through the implementation of customer-centric marketing strategies like promotional campaigns to entice clients. • Resolved 85% of clients’ issues at first contact and optimized the company’s customer management system. • Incorporated clients’ feedback and tracked customer experience through metrics. • Tracked customer experience metrics and ensured that customers received excellent service. • Ensured professional and appropriate systems were in place to manage front line customer interactions. • Implemented monitoring systems to identify customer experience trends and issues to facilitate the improvement of the customer experience. • Scheduled appointments for clients and attended to their complaints as well as reservations. • Identified opportunities to add value for customers, managing account inquiries, offer payment assistance and provide product inquiries. • Oversaw requests logged from the branches, and developed efficient solutions, resolved issues related to Credit Cards, Debits card, mobile money, and internet banking. Intern (NYSC) Lagos State Ifako Ijaiye Local Government, Ogba Budget and Planning Unit June 2015 – April 2016 • Improved the filing system of the organization through proper documentation of accounting records, invoices, and recorded all payments into the ledger. • • • • • • Tracked customers’ responses through data metrics and measured the company’s customer relations to drive process improvement. Improved financial workflow procedures to ensure efficiency, and accuracy of financial reporting. Ensured financial records are maintained in compliance with accepted policies and procedures. Assisted with posting vouchers, tellers, as well as raising and dispatching vouchers. Compiled and analyzed financial information and reconciled balance sheet. Used the company’s accounting software, systems, and procedures. EDUCATION • • MSc Data Science and Arificial Intelligence – University of Hull, Hull, United Kingdom BSc (Hons) Economics – University of Lagos, Akoka, Lagos State 2023- in View 2014 PROFESSIONAL CERTIFICATION • ACIPM, Chartered Institute of Personnel Management of Nigeria (CIPM) 2017 TRAINING • • • • • • • • • • • • • Customer Discovery – Quantic Business School How to win Customers and Skyrocket your Sales and Profits – Udemy Advanced Microsoft Excel – 365 Data Science Excel Crash Course – Corporate Finance Institute (CFI) Intro to Data and Data Science – 365 Data Science Introduction to Python – 365 Data Science Python 101 for Data Science – Cognitive Class (IBM) Data Science and Analytics Intro – IBM Solving Problems with Critical and Creative Thinking – IBM Basic Excel course + Look up function – MKCL India Power BI- 365 Data Science Introduction to Power BI Software – Pathways International DA-100 – Microsoft April 2020 April 2020 April 2020 April 2020 April 2020 April 2020 April 2020 April 2020 April 2020 Jan 2020 May 2020 June 2020 December 2021