Esther

ESTHER OKOLIE PROFESSIONAL SUMMARY CONTACT Calgary,AB https://github.com/EstherOkolie www.linkedin.com/in/esther-okolieb- EDUCATION B. A. LINGUISTICS AND COMMUNICATION University of Port Harcourt Data-driven professional with 3+ years of experience leveraging customer and operational data to optimize service delivery, improve issue resolution times, and provide actionable insights. Skilled in building end-to-end dashboards using PostgreSQL and Power BI to track performance metrics, monitor issue segmentation, and drive process improvements. Proficient in identifying trends, analyzing customer data, and translating findings into strategic actions. Experienced with Salesforce, Excel, and data visualization, now seeking to transition into a mid-level Data Analytics role focused on data-driven decision-making, performance monitoring, and service optimization. RELEVANT EXPERIENCE Customer Data Support Analyst (Customer Care & Technical Support) DIPLOMA IN DATA ANALYTICS - RHEMA INTERNATIONAL ANALYTICS & TECHNICAL SKILLS Data Tools: PostgreSQL, Power BI, Salesforce CRM, Google Sheets, SQL Analytics Focus Areas: Dashboard Development, Data Visualization, SQL Data Extraction, Root Cause & Trend Analysis, Issue Segmentation, KPI Monitoring, Performance Reporting SOFT SKILLS Soft Skills: Analytical Thinking, Process Rogers Shaw Communications 2021 - PRESENT Developed an end-to-end dashboard using PostgreSQL for data extraction and Power BI for data visualization, enabling leadership to track key performance indicators (KPIs) such as resolution time and issue recurrence rates across different service types. Built a monitoring system to segment and categorize recurring issues in customer support cases. This system tracked the frequency of issues, allowing for targeted troubleshooting and proactive service improvements. Analyzed large volumes of customer service and case data within Salesforce, identifying recurring issues and providing actionable insights to improve both customer experience and operational efficiency. Extracted relevant customer and operational data from Salesforce and other internal systems, cleansing and structuring it for use in Power BI reports and dashboards. Led the development of a real-time issue tracking dashboard that displayed live data on case resolution time, issue categories, and agent performance, providing actionable insights for managers to improve team efficiency. Supported escalations as Supervisor Support, analyzing historical case data to ensure prompt, data-informed decision-making. Designed and conducted weekly data reviews, presenting issue resolution trends, customer pain points, and agent performance metrics to management using Power BI reports. Optimization, Cross-Functional Collaboration, Senior Intermediate Data Analyst & Reporting Assistant Communication, Training Support Dept. of Linguistics and Language Studies, University of Uyo PROJECTS & INITIATIVES End-to-End Resolution Time Dashboard: Designed and developed a comprehensive PostgreSQL-based backend system to extract customer case data, creating Power BI dashboards that provided leadership with real-time insights on case resolution times and issue patterns across departments. Issue Segmentation & Frequency Monitoring System: Built a data-driven Power BI report that categorized and tracked the frequency of customer issues, enabling proactive identification of high-impact service challenges. New Hire Training Progress Tracker: Developed a data tracking system using Excel and Google Sheets to monitor new agent performance during training, including key metrics such as call resolution time, customer satisfaction, and issue handling accuracy. - Collaborated closely with the Head of Department to provide data-driven insights supporting strategic decisions on student admissions and academic performance. Analyzed admissions data to evaluate applicant trends, entry qualifications, and acceptance rates; identifying key predictors of student success within the Linguistics program. Designed and maintained detailed dashboards using Excel and reported tracking performance of 1st- and 3rd-year students across core and elective courses. Identified at-risk 1st-year students early through performance analytics, contributing to the development of targeted academic support strategies. Evaluated 3rd-year assessment outcomes to inform curriculum development, academic advising, and quality assurance reporting. Worked with faculty and administrative staff to improve data collection processes and ensure data integrity across assessments and student records. Presented findings to the Head of Department and academic committees, contributing to decisions on curriculum planning, admissions criteria, and student progression. Ensured compliance with university data governance policies in handling student information.