About

Experienced Data Analyst proficient in the ETL process, SQL analysis, and data visualization using Power BI and Excel. Adept at leveraging data to develop actionable solutions to business challenges, creating meaningful insights through data analysis and visualization. Skilled Customer Success Specialist with a strong background in using data-driven insights to enhance customer satisfaction and drive success.

Skills

  • Communication
    9
  • Teamwork
    8
  • Problem-Solving
    8
  • Creativity
    7
  • Leadership
    6
  • SQL
    7
  • Power BI
    6
  • Data Analysis
    8
  • customer experience
    9
  • Data analysis using python
    1
  • Data analysis with Excel
    8
  • KISWAHILI
    9
  • English
    9

Experience

Delilah Eshiomunda

Work experience
  • Structured the customer service department by coming up with SOPs for customer relations resulting fulfilment of SLAs set by the customers fostering positive customer experience.
  • Used Excel and SQL to conduct in-depth analysis of customer and sales data, followed by the creation of interactive dashboards for visualization using PowerBI.
  • Developed custom tools within Google Sheets to monitor key customer-related Objectives and Key Results (OKRs), such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Churn and Retention rates,
  • Average Resolution Time (ART), and Customer Effort Score (CES). Utilized these tools to identify trends, preferences, and pain points, and designing impactful presentations of analytic findings.
  • Overseed B2B customer relations by establishing and tracking targets based on customer Service Level Agreements (SLAs) ensuring smooth execution of logistical operations for all customers enrolled in the full logistics package and reviewing their operational metrices weekly to increase operational efficiency.
  • Monitored and following up on customer repayment for the internal RTO customers and the customers on the financing program. This also involved following up on the monthly payments of all the customers on lease and full logistics program.
  • Proving support to all B2B customers by promptly addressing and resolving issues that affect their operations in line with company guidelines and within target timeframes in turn improving customer satisfaction and increasing customer retention.
  • Created and maintained a bike maintenance scheduling tool for both our B2B and B2C customers, allowing them to schedule maintenance appointments within their respective service agreements. This initiative improved customer satisfaction with the technical team by ensuring timely and efficient service delivery.

Delilah Eshiomunda

Work experience
  • September, 2022 - January, 2023
  • Fulltime
  • Utilized SQL to conduct ad-hoc analysis on courier engagement and pain points, identifying key issues and formulating solutions to address them. This approach resulted in increased courier retention and enhanced operational efficiency.
  • Acted as a courier advocate within the organization, effectively communicating their needs to influence improvements in services, distance compensation, bonuses, and processes. This proactive approach resulted in heightened courier satisfaction with the overall service delivery.
  • Addressed and resolved support tickets on Kustomer (CRM) according to company protocols and within designated timeframes, leading to a notable enhancement in Service Level Agreement (SLA) for supply operations emails from 65% to 95%.
  • Worked with the Supply Excellence team and Supply Growth team to onboard and train new couriers in the program increasing supply.
  • Employed technical communication skills to translate complex concepts related to couriers, their wallets, and earnings in real-time, resulting in a significant improvement in courier satisfaction scores from 2.50 to 4.50.
  • Organized and supervised safety training sessions for couriers in collaboration with ST Jones Ambulance, Britam Insurance, and AA Training, impacting over 500 couriers. This initiative led to a decrease in the number of fatal accidents and significantly reduced the time required to resolve insurance claims.
  • Supported courier projects such as G-Learning and various initiatives aimed at enhancing delivery processes, operational efficiency, and courier effectiveness.

Delilah Eshiomunda

Work experience
  • Managed B2B customer support for the African Ophthalmologist Council (AOC), College of Ophthalmology of Eastern and Central Africa (COECSA), and Kenya paediatrics association (KPA) conferences through email, messaging, inbound and outbound calls helping more than 1200 delegates through conferencing
  • software (Whova software).
  • Worked closely with the CEO and provided support and managed day-to-day operations
  • Supported 800+ delegates through manipulation of conference microsite and registration processes, reducing average process time by 50% and obtaining Ksh 4million+ in registrations.
  • Reached out for sponsorship and raised +4000 USD for sponsorship of the African Ophthalmologist Council
  • (AOC) conference.
  • Assisted in the development and execution of strategic conference initiatives and plans ensuring efficient communication with the boards management, the partners and the organization for achieving conference and board goals.
  • Drove continuous service improvement by preparing meeting agendas, documenting meeting minutes, sharing knowledge, information and best practice.
  • Dealt with routine enquiries at reception or by telephone and referred more complex matters to appropriate members of staff.

Delilah Eshiomunda

Work experience
  • Collected data from 1000+ target respondents through computer-assisted telephonic interviews reducing the duration of each project.
  • Achieved daily performance targets, aiding department progression towards set goals.

Delilah Eshiomunda

Work experience
  • DEBT COLLECTION AGENT at   OPESA
  • Negotiated suitable payment plans and loan payment strategies and consistently maximizing early payments recovering more than KSH 1 million.
  • Improved customer care services including product education, leading to customer retention by 2x and sales for other products.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.

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