Customer Retention Analysis
Summary
Built a Power BI dashboard to analyse churn trends and predict retention.
TOMILOLA OMΟΤΙΒΑ
DATA ANALYST
Lagos, NG.About
Data-driven professional with expertise in data collection, cleaning, analysis, and visualization to support business decision-making. Proficient in SQL, Python, Tableau, Power BI, and Excel, with experience applying statistical techniques and machine learning algorithms to extract meaningful insights. Adept at building dashboards, developing predictive models, and collaborating with cross-functional teams to optimize business strategies. Passionate about leveraging data to drive operational efficiency, customer engagement, and business growth.
Work
Bridge Credit Limited
|Data Analyst
Highlights
Collected, cleaned, and analysed large datasets from multiple sources, including CRM and customer transaction data, to identify trends and inform business decisions.
Applied statistical techniques and predictive modelling to forecast customer repayment behavior, reducing default rates by 15%.
Developed interactive dashboards and reports in Tableau and Power BI, improving report accuracy by 23% and operational efficiency.
Collaborated with marketing, product, and business development teams to provide data-driven insights, leading to a 22% increase in customer engagement and a 28% rise in conversions.
Designed and implemented data collection and validation processes, enhancing reporting accuracy by 19%.
Conducted ad-hoc data analyses using SQL and Python to uncover insights that optimized business operations and reduced costs by 10%.
Bridge Credit Limited
|Senior Customer Success Executive
Highlights
Leveraged analytical skills to explore and interpret customer data, achieving a 40% increase in sales targets and a 45% reduction in loan rejection rates.
Established data analysis systems to improve customer service quality, achieving a 90% complaint resolution rate.
Monitored performance metrics (AHT, adherence, service levels) and provided coaching to improve team performance.
Collaborated with the tech team to implement a desktop solution, improving customer experience and driving cross-selling opportunities.
Jostpay Limited
|Customer Success Analyst
Highlights
Worked with cross-functional teams to resolve customer issues using data-driven insights, improving customer satisfaction.
Analysed customer transaction data to identify trends and improve engagement strategies, leading to a 36% boost in customer retention.
Created reports and dashboards to monitor performance metrics and enhance service delivery.
Conducted quarterly data analysis to improve customer service quality, leading to a 90% return business rate.
Education
Ajayi Crowther University
BACHELOR'S DEGREE
Computer Science
Certificates
Google Data Analytics Certificate
IBM Data Engineering Foundations
IBM Data Science Fundamentals
IBM Data Science Foundations (Levels 1 & 2)
Applied Data Science with Python
Issued By
CognitiveClass.ai
Tableau Business Intelligence Analyst Professional Certificate
Microsoft Power BI Data Analyst Professional Certificate
Azure Fundamentals
Azure Data Engineering
Skills
Data Collection & Cleaning
ETL, Data Wrangling.
Data Modeling & Analysis
SQL, Python, MySQL.
Machine Learning & Statistical Techniques
Regression, Classification.
Data Visualization & Reporting
Tableau, Power BI, Excel.
Business Intelligence & Forecasting
KPI Tracking, Trend Analysis.
Soft Skills
Critical Thinking, Problem-Solving, Communication, Collaboration.
Projects
Loan Repayment Trend Analysis
Summary
Developed a SQL-based report to track repayment patterns.