GRACE WANJIKU KOMU
Data Analyst / Product Support
Nairobi
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
Work History
PRODUCT SUPPORT
FINSERVE AFRICA
Nairobi
05.2022 - Current
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
DATA ANALYST
SOLAR RAHA, AZURI
Nairobi
05.2019 - 04.2021
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Tested data prediction algorithms based on historical data.
- Utilized data visualization tools to effectively communicate business insights.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Implemented code solutions to answer analytic questions and test and assess new methods.
- Used statistical methods to analyze data and generate useful business reports.
- Designed and implemented tools to support strategic value chain optimization initiatives.
- Analyzed transactions to build logical business intelligence model for real-time reporting needs.
- Synthesized complex analytics-derived insights into easy-to-understand, actionable recommendations for business users.
- Upheld security and confidentiality of documents and data within area of responsibility.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Participated in requirements meetings to understand business needs.
- Created dashboards to monitor and track key performance indicators.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Implemented business intelligence solutions to increase operational efficiency.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Generated standard and custom reports to provide insights into business performance.
- Collaborated with stakeholders to identify business needs and data sources.
- Utilized data visualization techniques to present and explain complex data sets.
- Provided technical support for troubleshooting analytics and reporting issues.
ECONOMIST/STATISTICAL TRAINEE
Ministry of Industry Trade and Cooperation
Nairobi
09.2018 - 12.2018
- Conducted broad‐based economic research and prepared articles, digests and reports for management, specialty publications and clients.
- Translated economic evidence-based findings into comprehensible narrative to communicate policy and project development.
- Used mathematical formulas, statistical models and analytical techniques to assess information.
- Analyzed factors that affected economic growth and leveraged information.
- Coordinated statistical activities for one projects, updating data dictionaries and coding guides
Education
Bachelor of Science - Mathematics and computer science
Jomo Kenyatta University of Agriculture And Technology
Nairobi, Kenya 09.2014 - 11.2018
High school certificate -
Maria Soti Girl’s Educational Center
Eldoret, Kenya 02.2009 - 11.2013
Skills
Technical issues analysis
Software diagnosis
Technical documents comprehension
Customer service expert
Analytical and Critical Thinking
Application support
Organization and Time Management
Staff education and training
Teamwork and Collaboration
Good Telephone Etiquette
Decision-Making
Multitasking Abilities
Clerical Support
Excellent Communication
Planning and Coordination
PPE Compliance
Timeline
PRODUCT SUPPORT
FINSERVE AFRICA
05.2022 - Current
DATA ANALYST
SOLAR RAHA, AZURI
05.2019 - 04.2021
ECONOMIST/STATISTICAL TRAINEE
Ministry of Industry Trade and Cooperation
09.2018 - 12.2018
Bachelor of Science - Mathematics and computer science
Jomo Kenyatta University of Agriculture And Technology
09.2014 - 11.2018
High school certificate -
Maria Soti Girl’s Educational Center
02.2009 - 11.2013