Experience

BERA

• United States
• Advertising Services
• 1 - 100 Employee

• Customer Success Manager

  • Apr 2023 - Present

• Senior Data Analyst

  • Apr 2022 - Jun 2023

• Data Analyst

  • Nov 2020 - Apr 2022



KrestInsights Consulting

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Insights Analyst

  • Feb 2018 - Nov 2020



MultiChoice Group

• South Africa
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Human Resource Analyst

  • Mar 2013 - Feb 2015

  Provided specialized Human Resources (HR) services – i.e. on-boarding, payroll management, compensation, HR analytics and special projects – to Center of Excellences (COEs) to support the business.Major Responsibilities:1) HR Analytics: Provided analytical reports and insights on benefit enrollment, staff satisfaction, terminations, hires, transfers etc. 2) Payroll Management: Maintained integrity of payroll records on HRIS by conducting audits to account for current staff, new hires and leavers 3) Compensation: Maintained the compensation program for 350 of the employees, and managed benefit enrollment process4) Training: Conducted training sessions for 300+ employees on how to use the HRIS system and offered daily support for employees to troubleshoot HRIS related issues.5) HR Inquiries: Advised managers and employees on HR policies, programs and procedures in more than 100 instances 6) On-boarding: Led on-boarding process, ensuring a seamless integration into the company 7) Conflict Resolution: Gathered incoming complaints, determined escalation pathway, organized and co-led resolution meetings 8) Special Projects: Assisted and managed logistics for company-wide social events, and corporate social responsibility events Show less

• Financial Analyst (Credit Control Team Lead)

  • Sep 2008 - Mar 2013

  Led a team of 15 analyst to perform ongoing maintenance of 2million Multichoice Nigeria cable subscriber accounts.Major Responsibilities:1) Billing Specialist: Identified and resolved over 200 billing errors per day on subscriber accounts to ensure appropriate cable access2) Leadership: Managed a team of 15 analysts by developing a standardized playbook for identifying and resolving billing errors on subscriber accounts, and outlining escalation procedures3) Training: Trained new hires on the billing system and the standard playbook, and coached employees in customer facing departments on how customer complaints translate into financial terminologies on the billing platform4) Process Improvement: Deployed various time management strategies to increase the productivity of team members on the billing software5) Analytics: Decreased billing error rate by about 2% monthly by providing a monthly analysis on quality assurance and recommendations to all operations managers and supervisors Show less

• Customer Service Representative

  • Mar 2008 - Sep 2008

  • Assisting subscribers with technical and billing issues• Bridging the gap between the organization and subscribers, thereby building trust• Giving quality customer service by consistently exceeding subscriber’s expectations• Making outbound calls to customers (as regards complaint via voicemail), resolving their queries and assuring them of continued quality service delivery.• Preparation of monthly report on complaints received and action taken to Deputy Head of Operations.