BENJAMIN EZE
Business Intelligence Analyst
Summary
Collaborative and technically driven business intelligence analyst with 5+ years of experience. Strong understanding of SQL and proficient in creating, querying, and manipulating relational databases. Experienced in developing complex dashboards using Tableau and power BI. In previous roles, designed a dashboard that reduced cost by 30% and increased client satisfaction by 62%.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Business Intelligence Analyst
Motionview Global
Lagos
03.2019 - 06.2022
- Created Tableau dashboard to visualize core business KPI's including product sales volume and monthly recurring revenue
- Saving up to 15 hours per week of manual reporting
- Managed ETL process, analyzed transactional data and identified transaction errors including unsuccessful and multiple billing transactions on 10 point of sale devices
- Reducing business cost by 30% and increased client satisfaction by 62% in 3 months
- Conducted workload analyses and developed new operational procedures that increased productivity by 20%
- Automated repetitive process flows using excel macros/VBA and reduced analysis time by over 8 hours per week
- Spearheaded the expansion of retail outlets into 2 new territories through a robust market analysis; resulted in 75% sales growth in 8 months
- Supported company growth by working constructively with sales team members, generated over 20 new clients and increased revenue by 52
Business intelligence
Airtel Networks Limited
Lagos
02.2015 - 01.2018
- Analyzed company's 24-month sales data to develop 5-year monthly projection by revenue and customer type
- Created database to track, manage, and control stock movement within and out of the warehouse
- Improved inventory management by 30% and reduced out of stock cases by over 90%
- Performed ETL and initiated a routine to analyze customer's data on CRM in collaboration with support team, to identify status of queries (Open/Closed)
- Improved case closure from 72 hours to a maximum of 48 hours and reduced support calls by 15%
- Analyzed the product knowledge of 20 staff and recommended quarterly refresher training on systems and application for frontline staff in resolving customer's queries
- Improved staff product knowledge and increased first time resolution by 60%
- Designed performance tracker for a Team of 8 that helped monitor daily sales performance towards the achievement of monthly target
- Led to the increase of monthly target achievement from 80% to 95% in 3 months
- Pioneered the launch of 3 campaigns including customer reward programs through critical analysis of industry and competitor trends
- Increased customer acquisition and retention by over 20% and revenue growth by 45%
- Developed resolution guide that improved customer query resolution and decreased average handling time by 50%.
Customer service Analyst
OUTCESS
Lagos
11.2014 - 02.2015
- Analyzed service interaction across all channels and recommended regular employee training and customer feedback request
- Improved customer satisfaction score (CSAT) by 25% in 2 months
- Managed customers' inquiries, complaints, and requests using Customer Relationship Manager (CRM)
- Assessed over 20 Outbound Calls per day for compliance
- Collaborated with support team of 5, streamlined query categories and status
- Resolved cases timely and reduced service level agreement time by 12 hours
- Implemented quality assurance strategy, developed a data warehouse for uploading and monitoring standard deviations
- Improved service quality by 15%
- Reviewed performance benchmarks and established metrics for future tracking
- Improved performance by 40%.
Education
MSc - International Business with data analytics
Ulster University
MSc - Industrial Mathematics and statistics
Enugu State University of Science and Technology
Skills
Communicationundefined
Certification
SQL BI certification – Microsoft
Timeline
Business Intelligence Analyst
Motionview Global
03.2019 - 06.2022
Business intelligence
Airtel Networks Limited
02.2015 - 01.2018
Customer service Analyst
OUTCESS
11.2014 - 02.2015
MSc - International Business with data analytics
Ulster University
MSc - Industrial Mathematics and statistics
Enugu State University of Science and Technology
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