Temitope Adekoya

Temitope Oluwaseyi Adekoya (-, (--13, Dele Orishabiyi Street Beside D-IVY College Sango Ota, Ogun State, Nigeria PROFESSIONAL SUMMARY Driven and curious data analyst with 10+ years of experience leading cutting-edge teams and analyzing small and large datasets and turning them into actionable business insights that improved stakeholder' data driven decision making SKILLS AND ABILITIES • • • • • • • • • Managed error-free database Strong logical and analytical abilities Excellent time management skills Collaborated in efficiency project Led successful presentations Interpersonal skills Critical Thinking Handling Pressure Influencing skill Leadership Strong Work Ethic AREAS OF EXPERTISE • • • • • Data Visualization and reporting techniques: Excel, Google sheets, Power Point. Use of Customer Relationship Management tool (CRM) Customer Service Work Force Management Quality control & Improvement LANGUAGES – English and Yoruba. WORK EXPERIENCE Supervisor, Workforce and Reporting Access Bank | July 2024 till date Responsibilities • • • • Oversees and analyzes daily, weekly, and monthly WFM and call center metrics Provide clear and concise statistical reporting at team and individual levels on a daily, weekly, monthly, and ad hoc basis, while analyzing and recommending changes as needed. Evaluate and recommend action plans based on Contact Centre reports to enhance customer experience and drive operational efficiencies. Conduct periodic analysis of internal reporting systems and procedures to ensure efficiency, increase customer satisfaction, and identify errors. • • • • • • • • • • • • • Identify staffing needs based on agent progression and support capacity planning and forecasting functions. Measure, evaluate, and analyze employee skills and schedules to maximize Contact Centre performance. Develop and document standard data reporting processes. Coordinate with other teams on report enhancements and modifications. Improve and customize data solutions to meet business requirements. Research new and existing data sources to contribute to development, improve data management processes, and recommend data quality initiatives. Ensure timely resolution of queries and data issues. Aid in determining staffing plans based on call arrival patterns, forecasted interaction volumes, and agent skill levels. Identify trends in interaction volumes to plan for potential overstaffing or understaffing conditions. Oversee all scheduling (shifts, training, vacations, meetings) to ensure timely and efficient service and productivity. Identify and recommend solutions for problems and risks in Contact Center operations. Identify opportunities to improve efficiency through automation and digitalization. Manage relationships with the Contact Center and all stakeholders. TEAM LEAD DATA ANALYST Access Bank | May 2022 – June 2024 Responsibilities • • • • • • • • • • Led a team of 5 data analysts, achieving a 27% boost in productivity through strategic scheduling and task delegation. Organize training sessions for team members on advanced data analytics tools, enhancing team productivity by 41% Using excel skill to identify common complaints amongst customers, leading to changes that improve customer satisfaction by 21% Developed and maintained data documentation to improve data understanding and usage with the team Presented data insights to key stakeholders, contributing to strategic decisions making, which improved customer satisfaction by 21% Conducted in-depth data analysis to identify customers' pain points to provide insights that resulted in a 17% customer satisfaction Collaborated with quality assessor to identify end to end processes to eliminate customers' pain points. Conducted exploratory data analysis to uncover meaningful patterns that led to a 23% increase in customer satisfaction Tracking daily, weekly, monthly, quarterly, and yearly performance of over 1000 agents to identify trends and improvements for more effective training. Attend regular operational and business review meetings. ACHIEVEMENTS AND CONTRIBUTION • • • • • • • • • Automated Inter-day reports, productivity reports and CRM Case Analysis by integrating this manual report into Power BI dashboard, with auto-refresh capabilities. This provided an invaluable resource for monitoring daily, weekly, and monthly performance and trends by tracking KPIs and other critical metrics. Reduced system downtime by 11% by working with IT teams to troubleshoot and resolve data related issues. Built data visualization in Excel to demonstrate the agent’s performance and plan to improve performance, resulting in productivity by 27% Successfully introduced shift schedules for all teams, resulting in a remarkable 21% reduction in abandonment rates, a 78% boost in productivity, and an enhanced work-life balance experience for agents. As a pioneering member, initiated daily catch-up meetings with the management team, utilizing the Teams application to conduct in-depth reviews of unit performance, offering invaluable insights into forthcoming trends. Played an integral role in crafting Key Performance Indicators to monitor agent performance and elevate quality assurance standards within the Contact Center. Designed and maintained 11 reports and dashboard, performing regular and adhoc analysis on agent’s productivity as required. Actively engaged in Business Continuity Planning within the Contact Center Streamlined and automated a key business report, solved recurring issues saving the team 20+ hours of reporting each week PROJECT: Access Bank Contact Center in collaboration with Teleperformance Team (India). • Enhance complaint management processes and productivity through various channels. • The project aimed to optimize performance metrics, drive employee engagement and retention. ANALYST OFFICER Access Bank | April 2019 – April 2022 Responsibilities • • • • • • • Provide clear and concise statistical reporting at team and individual levels on a daily, weekly, monthly, and ad hoc basis, while analyzing and recommending changes as needed. Identify and interpret patterns and trends in complex data sets, assess data quality, and eliminate irrelevant data. Build Power BI dashboards. Design reports and dashboards with tools like statistics, graphs, images, and lists for easy data digestion by stakeholders. Write conclusions from data analysis and recommend business actions. Ensure reports and dashboards are easily accessible across the team and by other stakeholders. Provide performance statistics for agent performance rewards at required intervals. ANALYST OFFICER ll Access Bank | May 2015 – March 2019 Responsibilities • • • • • Monitoring staff scheduling and volume forecasts Reporting and determining volume trends Measuring real-time adherence Managing staff turnover rates Providing timely and accurate schedule adjustments TELEMARKETING OFFICER Access Bank | September 2011 - April 2015 • • • Developed reports and presentations using PowerPoint Conducted market trend analysis, resulting in a 10% increase in sales success rates and daily, weekly, and monthly performance assessments. Monitored weekly deposit generation to gauge team goal achievements and provided resolution support to agents within specified turnaround times. Life Marketing Executive Industrial and General Insurance Plc, Lagos | May 2009 – August 2011 • Sourced for prospect clients and developing a deep understanding of their needs • Maintained and analyzed weekly, monthly, and quarterly client records • Effectively handled client complaints and kept clients informed of new developments. Class Teacher & Computer Instructor (NYSC) Triumphant Comp. Secondary School, Ebonyi State | March 2008 – March 2009 • Impacted knowledge into the students and trained them on basic computer knowledge and safety tips. EDUCATION MBA, Finance |2015 Ladoke Akintola University, (LAUTECH), Ogbomosho. Bachelor of Science | 2007 Business Administration, Olabisi Onabanjo University (OOU), Ogun State. National Diploma | 2000 Business Studies, The Polytechnic Ibadan Oyo State. Senior School Certificate Examination | 1995 West African Senior School Certificate (Nov/Dec), Lagos. CERTIFICATIONS The Chartered Institute of Bankers of Nigeria - CIBN Professional Conduct & Ethics Certification Access Bank Plc Regulatory Compliance Training (October, 2022) Workforce Management Certificate of Participation in Avaya Quality Monitoring and Workforce Management- Simba Nigeria Limited / Avaya Inc. Dba, Database Administration (Oracle 10g) Real Heritage Solution Access Bank Plc 2023 Data Protection Course (May, 2023) Access Bank School of IT & Digital Analytics Querying Data for Simple Analysis and Report Training (July 2024) Access Bank School of IT & Digital Analytics Data Analysis and Visualization Training. (September 2024) Hagital Consulting Data Analysis Data Analysis Fundamentals, Microsoft Excel, Microsoft PowerBI and SQL (March 2025) Forage accenture Data Analytics and Visualization Job Simulation (March 2025) Forage pwc Power BI Job Simulation (March 2025) INTERESTS & HOBBIES Surfing the Internet and Listening to News and Travelling. REFERENCE: References Available Upon Request