SANDRA ODIBE
London,LONDON
Summary
Analytical professional with an MSc in Big Data and Data Science Technology and a BSc in Computer Science. Specialises in analysing data to identify issues and enhance processes, supporting operational decisions. Proficient in Microsoft Office, particularly Excel, with experience in digital platforms and report generation. Excels in communicating complex information and collaborating with stakeholders, aiming to leverage expertise as a Performance Analyst within Yorkshire and Humber Probation Service.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
IFEM Education Limited
11.2024 - Current
- Delivered technical and operational support to diverse global user base, resolving complex issues related to platform navigation, functionality, and educational content.
- Manage high volumes of information across email, chat and video channels while maintaining accurate records and delivering timely responses.
- Analyse customer issues, platform information and user feedback to identify root causes and determine appropriate solutions across digital education products.
- Reviewed recurring user issues and feedback to identify service and product improvement opportunities, supplying actionable insights to product and engineering teams.
- Work collaboratively with product, engineering and content teams to communicate issues clearly, support investigations and contribute to improvements in the user experience.
- Created user resources and guidance addressing recurring issues, enhancing user self-service and minimising avoidable support demand.
- Communicate complex technical information clearly to users with different levels of digital capability.
- Apply structured problem-solving and sound judgement when investigating issues, prioritising competing demands and determining appropriate resolutions.
- Maintain a high standard of service quality, professionalism, confidentiality and data handling when working with user information.
- Global EdTech Solutions
Customer Service Specialist
Zenith Bank PLC
11.2022 - 10.2024
- Managed a high volume of customer enquiries across telephone, email and face-to-face channels, analysing information to identify issues and deliver appropriate resolutions.
- Investigated complaints, queries and transaction problems, applying analytical judgement to determine causes and coordinate effective solutions.
- Liaised with Paystack, Monnify and commercial banks to resolve pending, failed and erroneous transactions, ensuring timely progress towards resolution.
- Collaborated with team leaders, operations managers and escalation teams to resolve complex cases and maintain a high-quality customer service.
- Prioritised competing cases according to urgency and customer impact, supporting timely resolution and effective service delivery.
- Communicated complex issues and outcomes clearly to customers and internal stakeholders, enhancing understanding and facilitating resolutions.
- Reviewed transaction and customer information to identify discrepancies, ensuring accurate case handling and minimising potential impact on customers.
- Applied established procedures and controls when handling sensitive financial and customer information, maintaining confidentiality and accuracy.
Sales Assistant
ShopRite
01.2021 - 10.2022
- Engaged proactively with customers to contribute to sales targets through effective communication and relationship building.
- Analysed customer needs and purchasing information to recommend suitable products, enhancing overall sales performance.
- Delivered consistent customer service in a high-volume retail environment, responding to queries and resolving customer issues effectively.
- Processed cash and card transactions accurately while maintaining attention to detail and compliance with established procedures.
- Maintained organised practices across stock and till operations, ensuring seamless customer service and accurate transactions.
IT Personnel
Nigeria Ports Authority (NPA)
01.2019 - 12.2020
- Delivered first-line IT support to staff by diagnosing technical problems and implementing solutions to minimise disruption to operations.
- Troubleshot user access, login and account issues, including password resets and account setup.
- Installed and configured software and computer systems in accordance with organisational requirements.
- Applied structured troubleshooting and problem-solving techniques to investigate faults and identify appropriate resolutions.
- Maintained technical procedures and generated reports to enhance support for the organisation’s IT infrastructure and operational activities.
- Evaluated technology options and provided recommendations to support business and operational improvement.
- Explained technical information clearly to non-technical colleagues, facilitating support for users across various levels of IT capability.
Education
MSc - Big Data and Data Science Technology
Northumbria University
London, UKBSc - Computer Science
Chukwuemeka Odumegwu Ojukwu University
NigeriaSkills
- Data Analysis & Interpretation
- Data & Analysis
- Data quality
- Data visualisation
- Information Management
- Information analysis
- Management reporting
- Reporting
- Performance Analysis
- Root-cause analysis
- Data-driven decisions
- Process & Service Improvement
- Technical Troubleshooting
- Digital & IT Systems
- Microsoft Excel
- Microsoft Office
- Customer & Service Performance
- Quality service management
- Continuous improvement
- Stakeholder Engagement
- Cross-Functional Collaboration
- Verbal communication
- Analytical problem-solving
- Confidentiality & GDPR Compliance
- Data Protection
- Sensitive information handling
- Data Protection
- Sensitive information handling
Timeline
Customer Experience Specialist
IFEM Education Limited
11.2024 - Current
Customer Service Specialist
Zenith Bank PLC
11.2022 - 10.2024
Sales Assistant
ShopRite
01.2021 - 10.2022
IT Personnel
Nigeria Ports Authority (NPA)
01.2019 - 12.2020
MSc - Big Data and Data Science Technology
Northumbria University
BSc - Computer Science
Chukwuemeka Odumegwu Ojukwu University