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
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
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