Isaac Morenikeji Afolabi

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BusinessAnalyst – Reporting & Insights

Pulse Nigeria

Jan 2025 - Current (1 year 7 months)

A leading digital media company providing news, entertainment, and data-driven insights to engage audiences and support business growth Conducted gap analyses to identify inefficiencies and recommend cost-effective solutions, driving continuous process • • improvement. Designed and optimized interactive dashboards and reports (Power BI, Looker, Tableau, Zoho Analytics), increasing stakeholder data accessibility by 42%. Extracted, cleaned, and transformed large datasets from SQL databases, APIs, and spreadsheets with 100% accuracy, increasing annual savings through targeted insights. Partnered with cross-functional teams to translate complex data into actionable recommendations, improving KPI tracking and early risk detection. Identified a

Customer Service Analyst

M-KOPA

Aug 2021 - Nov 2023 (2 years 4 months)

A company providing energy solutions and customer service. Analysed customer service data to identify trends and improve performance, resulting in a 15% reduction in average • resolution time within six months. Collaborated with operations and product teams to resolve systemic issues, leading to a 10% drop in repeat customer • • complaints. Built and maintained performance dashboards using CRM and analytics tools, enhancing visibility of key metrics like CSAT, first response time, and ticket backlog. Played a key role in CRM enhancements and data clean-up projects, improving data accuracy and reporting quality across multiple departments. Supported training efforts by developing knowledge base articles and onboarding materials, contribut

Customer Service Representative

UBA Group

A leading Nigerian bank providing financial services. • • Responded to customer requests for products, services, and company information based on up-to-date knowledge. Managed over 70 customer calls per day, ensuring timely resolutions and maintaining a 90% customer satisfaction rate. Addressed customer queries through multiple channels to provide accurate and helpful information. • • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Coordinated with various departments to resolve complex customer issues or address specific requests. •

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Zoho Specialist

Pulse Nigeria

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CRM Data Analyst

Pulse Nigeria

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Isaac Morenikeji Afolabi

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