Udoka Obiekea
Data Analyst, Customer Experience Analyst
ADDRESS: Lagos, Nigeria
LINKEDIN: https://www.linkedin.com/in/udoka-obiekea-dtc/
❖ PROFESSIONAL SUMMARY
Dedicated and Results-driven Data Analyst with vast experience in operational and sales analytics, coupled with a
strong foundation in customer service and media production. Adept ability to transform raw data into actionable
insights and forecasting for business growth. Proficient in Power BI, Excel, and SQL, leveraging these tools to design
interactive dashboards, automate reporting, and conduct in-depth analyses. Good knowledge of data cleaning,
integration, and visualisation, ensuring data accuracy and concise communication of findings to stakeholders.
Passionate about customer satisfaction, continuous learning and staying current with industry trends, with a
strong track record of collaboration and delivering impactful solutions or strategies to cater for diverse business
functions. Seeking a challenging Data Analyst or Customer Experience Analyst role where I can apply my analytical
skills and technical expertise to drive organisational success.
❖ EDUCATION
University of Benin, Benin City, Nigeria
B.A., Mass Communication
July. 2014
❖ TRAINING AND CERTIFICATIONS
Data Analytics Virtual Internship – Dataleum
Intermediate Course in Advanced Data Analytics – Dataleum
Beginner Course in Data Analytics and Business Intelligence – Dataleum
Cybersecurity Tools – Regenesys Business School
Cybersecurity Fundamentals – Regenesys Business School
In View
June 2025
April 2025
April 2024
January 2024
❖ WORK EXPERIENCE
Dataleum – Data Analyst (Intern)
June 2025 – Present
• Analysed a Hotel Group dataset, cleaned the data using Power Query, derived key insights and an
interactive and responsive dashboard with data filtering capabilities and real-time updates, which could
improve the company's revenue by 40% if adopted.
• Proffered an actionable insight for a retail outlet dataset to reduce loss from underperforming products
and spotlighting performing products, and customer patronage to improve revenue by 20% using only
excel to clean data (Power Query), analyse using pivot chart to derive insights and an interactive
dashboard for presentation.
ZEbet Gaming – Customer Care Analyst
Dec 2023 – March 2024
• Managed customer data logs and trend analysis to inform support strategies and improve customer
patronage by 80%.
• Developed weekly reports on user issues and escalations using Excel and internal tools.
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Improved data accuracy and reliability by conducting thorough data cleaning and preprocessing,
identifying and rectifying anomalies, missing values, and outliers in large datasets to ensure accurate
reports are sent to management to evaluate the company's performance.
Trained new agents on the company's database and practices, and how to prepare reports using Excel,
integrating customer feedback and issue frequency data into training.
Fostered cross-functional collaboration by translating complex data findings into actionable
recommendations for other teams to ensure synergy and improve the overall company's performance.
Suggest core web portal improvement, areas of product improvement to management to ensure customer
satisfaction, and improve retention up to 90%.
Delivered insightful sales performance reports by extracting data from Acumatica, performing ETL
processes in Power BI Query Editor, and developing visualizations, enabling data-driven decision-making.
Prudential Zenith Life Insurance – Customer Care Analyst
July 2020 – Aug 2023
• Analysed customer interaction data (complaints topic) using Excel (Pivot Table, Pivot Charts) to identify
service bottlenecks and increase retention up to 75%.
• Increased data utilisation by transforming raw information into insightful charts and presentations,
effectively communicating key findings to stakeholders, and facilitating informed action.
• Maintained CRM records and ensured data accuracy and integrity using Excel (Data Validation tools and
Conditional formatting) to identify duplicates and guide entries on the worksheet before the introduction
of CRM web platform.
• Mentored junior staff and led training on data-informed service improvements.
BetBonanza (EPL Partners) – Customer Service /Fraud Analyst
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Dec 2019 – Jul 2020
Prepared daily summaries of customer engagement trends using an Excel table and pivoting from
customer interactions and complaints raised across contact channels.
Capturing and updating data on high payouts and deposits made by customers using an Excel table and
detailed insights to show trends like multiple accounts, bonus hunters, high stakes (high-risk customers),
monitoring these accounts, and deactivating accounts which infringed the terms and conditions, saving
additional costs for the company by 70%.
Periodic reports with an interactive dashboard (Excel) showing security checks performed on customers'
accounts and actions implemented for erring customers against money laundering and fraud, and
eradicating potential sanctions from regulatory bodies and lawsuits by 90%.
❖ PROJECTS
Analysis of Sales Data for a Retail Store.
Used Microsoft Excel functions to calculate and obtain business metrics like Profit Margin, Revenue, etc. from
a sales dataset, which was then visualised and presented in a dashboard with insights on popular products and
when they are mostly purchased.
Analysis of Sales Data and Office Supplies of a Retail Firm.
Performed an analysis of products and sales records of a retail firm using Data Analytics Expressions (DAX) on
Microsoft Power BI, with a PowerPoint presentation highlighting major business figures, insights, and
recommendations to stakeholders.
Executive Sales Report and Dashboard for a Hotel Group.
Used Power BI to obtain business metrics like Cancellation rate, Revenue, Locations with the highest
successful bookings, etc., from a sales dataset, which was then visualised and presented in an interactive
dashboard with real-time updates and KPIs.
Analysis of IT Support Performance.
Worked on an analysis of a dataset with tickets raised (complaints) by customers using Power BI, with visuals
showing Ticket counts, SLA breach rate, ticket priorities and measures created to show average daily tickets,
resolution time with yearly filters.
❖ KEY SKILLS AND INTERESTS
Technical skills
Proficient use of Microsoft and Google Suites.
Data Visualisation using Power BI and Excel.
Data Cleaning & Analysis using Microsoft Excel.
CRM tools and customer database expertise.
❖ REFERENCES
Available on request.
Soft Skills
Hybrid Competence.
Presentation and Storytelling.
Problem-solving & Decision-making.
Teamwork and Collaboration.
Effective Communication.
