Business Analyst
Christian Iyayi
British Gas Home Energy UK
Edinburgh,MLN
1
Certification
21
Years of experience
5
years of post-secondary education
Transaction monitoring across retail and corporate banking. Skilled in resolving complex customer issues, streamlining processes, and collaborating with cross-functional teams. Seeking impactful roles that leverage analytical expertise and stakeholder engagement.
Work History
3 Years 4 Months
07.2023 - Current
3 Years 4 Months
Complaint Specialist/Data Analyst
British Gas Home Energy UK | United Kingdom
07.2023 - Current
- Identified recurring complaint patterns through root cause analysis
- Partnered with legal, compliance, and customer service teams to resolve high-impact cases
- Recommended process improvements to reduce complaint volumes
5 Months
07.2024 - 12.2024
5 Months
Billing Analyst / Complaint Classic Credit
Centrica- British Gas Home Energy UK | United Kingdom
07.2024 - 12.2024
- Resolved billing disputes with accuracy and empathy
- Maintained precision under pressure and met tight deadlines
- Communicated clearly with frustrated customers to improve satisfaction
10 Months
08.2023 - 06.2024
10 Months
Customer Resolution Specialist
British Gas Home Energy UK
08.2023 - 06.2024
- Achieved 95% first-contact resolution for PAYG complaints
- Reduced handling time by 15% using SAP and Amazon Connect
- Resolved 100% of meter-related queries within 48 hours
6 Months
06.2022 - 12.2022
6 Months
Banking Operations Specialist
J.P. Morgan Chase Bank | Edinburgh
06.2022 - 12.2022
- Delivered complaint resolution and transactional quality assurance
- Collaborated across teams to ensure compliance and operational excellence
- Performed due diligence and KYC for onboarding retail clients
7 Years 4 Months
01.2015 - 05.2022
7 Years 4 Months
Relationship Manager
Zenith International Bank | Nigeria
01.2015 - 05.2022
- Managed branch operations and customer onboarding
- Led high-performing teams to exceed KPIs and sales targets
- Ensured compliance with internal policies and regulatory standards
2 Years 8 Months
04.2012 - 12.2014
2 Years 8 Months
Sales & Admin Manager
Peterchimma Impex Ltd
04.2012 - 12.2014
- Oversaw sales operations and HR functions
- Maintained inventory and liaised with international suppliers
6 Years 4 Months
10.2005 - 02.2012
6 Years 4 Months
Relationship Manager, Banking Operations
Oceanic Bank Plc (Now Ecobank Nigeria) | Nigeria
10.2005 - 02.2012
- Developed business banking portfolios and led branch turnaround
- Increased profitability by 40% within three months
- Delivered strategic customer service and operational leadership
Education
Postgraduate Diploma - Business Administration
Chukwu Emeka Odumegwu University | 01.2012
Higher National Diploma - Information Technology
Federal Polytechnic Auchi | 09.1998 - 09.2003
Skills
Billing Dispute Resolution & Complaint Analysis
Stakeholder Engagement & Process Improvement
CRM Tools: SAP
Agent Workbench
Ignition (Ensek)
Salesforce application
Banking Operations Specialist
Communication & Team Collaboration
Certification
SAP System Application
Timeline
Billing Analyst / Complaint Classic Credit
Centrica- British Gas Home Energy UK
07.2024 - 12.2024Read more
Customer Resolution Specialist
British Gas Home Energy UK
08.2023 - 06.2024Read more
Complaint Specialist/Data Analyst
British Gas Home Energy UK
07.2023 - CurrentRead more
Banking Operations Specialist
J.P. Morgan Chase Bank
06.2022 - 12.2022Read more
Relationship Manager
Zenith International Bank
01.2015 - 05.2022Read more
Sales & Admin Manager
Peterchimma Impex Ltd
04.2012 - 12.2014Read more
Relationship Manager, Banking Operations
Oceanic Bank Plc (Now Ecobank Nigeria)
10.2005 - 02.2012Read more
Federal Polytechnic Auchi - Higher National Diploma, Information Technology
09.1998 - 09.2003Read more
Chukwu Emeka Odumegwu University - Postgraduate Diploma, Business Administration
Read more