Data Analytics Track
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Summary
Ongoing training and practical application of data analytics tools to transform raw datasets into actionable business intelligence, enhancing decision-making capabilities.
AMINA ABBAS
Results-Driven Customer Satisfaction Professional & Aspiring Data Analyst
Lagos, NG.About
Results-driven Customer Satisfaction Professional and aspiring Data Analyst with over 4 years of experience optimizing operational efficiency and customer retention. Adept at transforming raw customer interactions into structured feedback through data-driven decision-making, Amina excels at bridging the gap between frontline support and business intelligence. Currently developing robust technical skills in Excel, MySQL, and Power BI, she is poised to leverage analytical insights to drive significant business impact and enhance customer experiences.
Work
CNSSL Contact Centre Limited
|MTN Contact Center Agent
Lagos, Lagos State, Nigeria
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Summary
Managed high-volume customer inquiries and technical issues for MTN, leveraging data and empathy to optimize resolution rates and improve operational efficiency.
Highlights
Achieved a high first-contact resolution rate by expertly handling high-volume inbound calls and email correspondence, resolving diverse customer inquiries and technical issues efficiently.
Ensured data integrity and improved customer relationship management by meticulously maintaining and updating CRM and customer databases, facilitating accurate tracking and personalized service.
Analyzed call duration metrics and performance KPIs to generate actionable customer satisfaction reports, providing critical insights for management and quality assurance teams to enhance service delivery.
De-escalated complex and high-stress customer scenarios with exceptional empathy and professional tact, significantly improving first-contact resolution rates and customer retention.
Proactively identified recurring customer complaint trends and proposed data-backed process improvements, leading to enhanced operational efficiency and reduced future customer issues.
Macdave Comprehensive College
|Biology Teacher
Kaduna, Kaduna State, Nigeria
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Summary
Delivered comprehensive biology education and managed student assessment, focusing on tailored curricula and support for diverse learning needs.
Highlights
Developed and delivered engaging biology lesson plans and presentations, aligning with British and American Curricula frameworks to enhance student comprehension and academic performance.
Maintained meticulous attendance databases and analyzed classroom test scores, producing comprehensive student assessment reports that informed instructional strategies and parent communication.
Implemented specialized caregiver methodologies to effectively support and track the progress of special needs children, adapting curriculum delivery to ensure inclusive and effective learning outcomes.
Equinox Microfinance Bank
|Administrative Officer III (NYSC)
Aguata, Anambra State, Nigeria
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Summary
Managed front desk operations and ensured meticulous document management, contributing to efficient customer service and regulatory compliance within a microfinance setting.
Highlights
Efficiently managed and resolved diverse customer queries at the front desk, accurately routing visitors and correspondence to appropriate departments, enhancing client satisfaction.
Guaranteed regulatory compliance and data security by meticulously maintaining and updating both physical and digital filing systems for all critical banking documents.
Education
Kaduna State University
Kaduna, Kaduna State, Nigeria
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B.Sc. (Hons)
Microbiology
Grade: Second Class Lower
Ivbiaro Secondary School
Kaduna, Kaduna State, Nigeria
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Senior Secondary School Certificate
Samaru Road Primary School
Kaduna, Kaduna State, Nigeria
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First School Leaving Certificate
Languages
English
Hausa
Skills
Data Analytics
Excel, Pivot Tables, VLOOKUP, Data Modeling, MySQL Querying, Data Extraction, Power BI, Interactive Dashboards, Data Visualization, KPI Tracking, Exploratory Data Analysis.
Customer Experience Management
Complaint Resolution, High-Volume Engagement, Escalation Management, Telephonic Etiquette, Customer Retention, Customer Satisfaction, CRM Management.
Operational Support & Efficiency
Information Management, Database Updates, Interpersonal Communication, Quality Assurance (QA) Compliance, Process Improvement, Data Tracking, Report Generation, Filing Systems.
Education & Curriculum Development
Lesson Planning, Curriculum Frameworks, Student Assessment, Special Needs Support, Presentation Skills.
Administrative & Compliance
Front Desk Operations, Document Management, Regulatory Compliance, Filing Systems.
Interests
Hobbies
Reading, Traveling, Data Visualization Trends.
References
References
Available on request.