ALLAN OTIENO OFULA
Customer Experience Executive| Economist | Data Scientist
Nairobi
Summary
A passionate and results-driven Data Science student with hands-on experience in data analytics, team leadership, and customer service. Proficient in tools such as Microsoft Excel, Python, SQL and Tableau, and skilled in data literacy, data cleaning, analysis, and visualization. Adept at solving complex problems, improving processes, and driving customer satisfaction. Proven track record in cross-functional team collaboration, including roles in customer experience, data consultancy, and education. Constantly seeking opportunities to leverage analytical skills and AI technologies to contribute to data-driven decision-making and impactful outcomes..
Overview
16
16
years of professional experience
9
9
Certifications
Work History
LEADERSHIP AND VOLUNTEER ROLES
SAFARICOM PLC
03.2024 - Current
- Employee Engagement Champion – Represent staff in council meetings and discussions with HR, advocating for employee concerns and contributing to the implementation of workplace policies.
- Staff Representative in Management Meetings – Facilitate open communication between employees and management, ensuring staff feedback is incorporated into decision-making processes.
- Workplace Culture Advocate – Supports initiatives to enhance employee satisfaction, morale, and engagement through structured feedback sessions and wellness programs.
- Policy Contributor – Played a key role in discussions that led to improvements in workplace policies, fostering a more inclusive and productive work environment.
- Mentor & Peer Support Advocate – Provides guidance and support to colleagues, helping to resolve workplace challenges and encourage professional growth.
Data Consultancy for a CBO Stretchers Youth Organization
Women Wellness Empowerment-Kenya
07.2023 - Current
- Collaborated with HR to design and implement an employee database, improving data accessibility and efficiency.
- Performed data cleaning, analysis, and visualization for key projects like Shuga, leading to actionable insights.
- Reviewed and refined organizational policies based on data-driven recommendations, enhancing compliance and effectiveness.
- Developed automated reporting dashboards to streamline project performance tracking.
- Conducted statistical analysis to assess the impact of community programs, aiding in evidence-based decision-making.
- Trained staff on data management best practices, improving data literacy within the organization.
- Integrated various data sources to create comprehensive reports for stakeholders and funding partners.
CUSTOMER EXPERIENCE EXECUTIVE-MPESA ADMINISTRATOR
SAFARICOM PLC
01.2021 - Current
- Managed Call center reversals and M-PESA business reversals email folders, ensuring prompt resolution of customer, agent and merchant requests and disputes.
- Led manual work allocation, ensuring fair distribution of work among colleagues and timely updates to Team Leads (TLs) and the reporting team.
- Processed money reversals for customers, agents, and merchants, minimizing financial losses and ensuring compliance with M-PESA policies.
- Detected and reported potential fraudulent transactions, enhancing security and reducing financial risks.
- Handled and responded to merchant inquiries via email, providing timely resolutions and improving business relationships.
- Managed M-PESA transaction escalations from internal staff, ensuring efficient issue resolution and customer satisfaction.
- Trained new team members on M-PESA policies, transaction handling, and fraud detection, enhancing team efficiency.
- Analyzed customer trends and complaints, identifying areas for process improvement and enhancing overall service delivery.
CUSTOMER EXPERIENCE EXECUTIVE- LINE 100
SAFARICOM PLC
01.2017 - 12.2021
- Provided exceptional support for all company products and services, including M-PESA, data, voice, and enterprise solutions, ensuring seamless customer experiences.
- Championed customer satisfaction by effectively resolving queries, complaints, and escalations across multiple service channels.
- Identified and reported product and service gaps, contributing to innovation and process improvements.
- Assisted in troubleshooting technical issues related to MPESA, data, voice, and enterprise solutions, enhancing user experience.
- Educated customers on service features, new offerings, and self-service options, reducing dependency on support channels.
- Collaborated with cross-functional teams to enhance customer journey processes, leading to increased efficiency and reduced resolution time.
- Analyzed customer feedback and service trends to recommend data-driven improvements for service delivery.
- Exceeded performance KPIs, including first-call resolution rates, customer satisfaction scores, and response times.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
DATA CLERK AND ANALYST
NATIONAL SUPER ALLIANCE
01.2016 - 12.2017
- Collected, entered, and managed large datasets related to voter demographics, campaign activities, and public sentiment.
- Conducted data cleaning, validation, and standardization to ensure accuracy and reliability of campaign data.
- Analyzed voter trends and political engagement metrics, providing insights to campaign strategists.
- Assisted in the development of data visualization reports and dashboards for decision-makers.
- Monitored call center data to track voter concerns, sentiment, and emerging issues.
- Compiled and maintained accurate records of political surveys, polls, and outreach efforts.
- Coordinated with field teams and campaign staff to streamline data collection and reporting processes.
- Identified data discrepancies and inconsistencies, recommending corrective actions to maintain data integrity.
- Supported campaign decision-making through trend analysis and predictive modeling.
- Ensured compliance with data protection policies and maintained confidentiality of sensitive political data.
VOLUNTEER YOUTH COUNSELLOR (EDUCATION FOR LIFE)
FRANSCISCAN MISSIONARY SISTERS FOR AFRICA- LOVE AND HOPE CENTRE NAKURU
01.2009 - 12.2016
- Organized activities and programs for youth to boost self-esteem and quality of life.
- Monitored youth behavior and offered guidance and support for positive change.
- Provided guidance and mentorship to youth, helping them set and achieve personal, academic, and career goals.
- Actively listened and counseled young individuals, offering emotional support and constructive advice.
- Facilitated life skills training sessions on problem-solving, decision-making, and conflict resolution.
- Assisted in developing and implementing intervention programs tailored to individual needs.
- Maintained accurate records of youth progress, including behavioral observations and significant events.
- Collaborated with social workers, educators, and psychologists to create a holistic support system.
- Encouraged and motivated youth to pursue education, vocational training, and skill development.
- Promoted mental health awareness and helped connect youth with additional resources as needed.
MATHEMATICS, BUSINESS STUDIES TEACHER
DAVPUR GIRLS HIGH SCHOOL
01.2011 - 12.2012
- Designed and delivered engaging lesson plans, aligning with curriculum standards to enhance student understanding.
- Assessed student performance and progress through regular evaluations and feedback, leading to improved student achievement and overall academic performance.
- Provided extra support to struggling students, implementing personalized learning strategies that enhanced comprehension and reduced dropout rates.
- Participated in professional development workshops and conferences, implementing innovative teaching methods to enhance student engagement.
- Maintained accurate student records and progress reports, ensuring effective communication with parents and school administration.
- Mentored and guided students in career choices, fostering a growth mindset and self-confidence.
- Led extracurricular activities such as business clubs and mathematics competitions to promote hands-on learning.
Education
Bachelor of Science - Data Science
MORINGA SCHOOL
Nairobi 04.2001 -
Bachelor of Science - Data Science
365DATA SCIENCE-ONLINE
Bulgaria 04.2001 -
Bachelor of Arts - Economics
KENYATTA UNIVERSITY
04.2001 -
KENYA CERTIFICATE OF SECONDARY EDUCATION - undefined
FLAMINGO SECONDARY SCHOOL
01.2007 - 01.2010
Skills
Advanced Microsoft Excel
Certification
Data Literacy
Timeline
LEADERSHIP AND VOLUNTEER ROLES
SAFARICOM PLC
03.2024 - Current
Data Consultancy for a CBO Stretchers Youth Organization
Women Wellness Empowerment-Kenya
07.2023 - Current
Data Analysis with Excel Pivot Tables
05-2023
Data Literacy
04-2023
Data Strategy
04-2023
CUSTOMER EXPERIENCE EXECUTIVE-MPESA ADMINISTRATOR
SAFARICOM PLC
01.2021 - Current
CUSTOMER EXPERIENCE EXECUTIVE- LINE 100
SAFARICOM PLC
01.2017 - 12.2021
DATA CLERK AND ANALYST
NATIONAL SUPER ALLIANCE
01.2016 - 12.2017
MATHEMATICS, BUSINESS STUDIES TEACHER
DAVPUR GIRLS HIGH SCHOOL
01.2011 - 12.2012
VOLUNTEER YOUTH COUNSELLOR (EDUCATION FOR LIFE)
FRANSCISCAN MISSIONARY SISTERS FOR AFRICA- LOVE AND HOPE CENTRE NAKURU
01.2009 - 12.2016
KENYA CERTIFICATE OF SECONDARY EDUCATION - undefined
FLAMINGO SECONDARY SCHOOL
01.2007 - 01.2010
Bachelor of Science - Data Science
MORINGA SCHOOL
04.2001 -
Bachelor of Science - Data Science
365DATA SCIENCE-ONLINE
04.2001 -
Bachelor of Arts - Economics
KENYATTA UNIVERSITY
04.2001 -
Advanced Microsoft Excel
ChatGPT and Generative AI
Statistics
Git and GitHub
Python Fundamentals
Jupyter
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