Seasoned business and data analyst offering seven years of telecommunications industry success. Communicative and collaborative with proven history of improving business operations to support corporate growth and revenue. Accomplished at leveraging past lessons to inform future decision-making.
Hi, I’m
VANESSA NGENO
Data Analyst
New York,NY
Summary
Overview
7
years of professional experience
6
years of post-secondary education
Work History
Safaricom PLCNairobi, Kenya
Data Analytics Partner
09.2023 - 02.2024
Job overview
- Leveraged advanced data analytics & management tools (SQL, Qlik Sense, MS Excel) to uncover trends and patterns in customer behavior. This helped to identify key drivers of customer acquisition and retention, enabling the company to maintain a stable market share of 65% in the Mt Kenya region.
- Developed and implemented data-driven retention strategies, resulting in 25% increase in customer retention rate and 12% reduction in churn rate, translating to $5 million in cost savings.
- Presented data-driven stories to senior management, influencing strategic decisions and driving business growth, resulting in: 20% increase in sales from targeted customer segments, 15% reduction in operational costs through process optimization and 12% increase in active subscribers.
Safaricom PLCNairobi, Kenya
Customer Experience Executive/Associate Data Analyst
10.2016 - 08.2023
Job overview
- Implemented targeted retention initiatives, leading to a 15% increase in customer retention rate, resulting in 150,000 additional customers retained
- Reduced customer complaints by 30% through effective issue resolution and process improvements, resulting in a 20% decrease in escalations to senior management and support team.
- Streamlined customer service processes, reducing average handling time by 40% and increasing first-call resolution rate by 25%, resulting in a 15% reduction in operational costs
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
Education
Yeshiva University, Katz School of Science And Health
Master of Science from Data Analytics and Visualization
01.2024 - 12.2025
University Overview
Jomo Kenyatta University of Agriculture And Technology
Bachelor of Science from Actuarial Science
05.2011 - 11.2015
University Overview
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementHealthcare benefitsWork-life balanceCompany CultureFlexible work hoursPaid sick leaveTeam Building / Company RetreatsPersonal development programsPaid time offLanguages
English
Native or Bilingual
French
Professional Working
Timeline
Yeshiva University, Katz School of Science And Health
Master of Science from Data Analytics and Visualization
01.2024 - 12.2025
Data Analytics Partner
Safaricom PLC
09.2023 - 02.2024
Customer Experience Executive/Associate Data Analyst
Safaricom PLC
10.2016 - 08.2023
Jomo Kenyatta University of Agriculture And Technology
Bachelor of Science from Actuarial Science
05.2011 - 11.2015
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