Database Administrator Service Delivery
Resume:
CURRICULUM VITAE BAABA FIANKOBEA ODAME-ADAMS
P.O. Box CS 8232 Tema Tel: 024******* / 024*******
email: ************@*****.***
Page 1 of 3
BAABA FIANKOBEA ODAME-ADAMS
P.O. Box CS 8232 Tema
Tel: 024*-***-*** / 024*-***-***
Email: ************@*****.***
SUMMARY
Experienced IT professional with a great touch of data analytics, customer experience, and management in information systems over six years. Developed communication, cooperation, and leadership skills from an IT and Customer experience career. Extensive familiarity with raw and processed numbers and analytical experience. My openness and ability to adapt quickly facilitates my easy understanding of any business operation and its technical aspects. I have the real desire to maintain a less traditional approach to work and to be innovative in providing total business solutions. A candidate ready to utilize more than six years of experience in data analysis in any position.
STRENGTHS AND SKILLS ACQUIRED
• Excellent attention to detail and time management skills
• Ability to identify and anticipate customer needs using database and forecast tools.
• Effective performance measurement, evaluation, and analysis.
• Data Analytics
• Problem Solving and Teamwork.
• Effective training and coaching skills.
• Good interpersonal, oral and written communication skills
• Good working knowledge in CVBS(CRM), Python programming for data analysis, BI and Satmetrix (NPS-customer satisfaction measurement) with proficiency in MS Office. INDUSTRIAL EXPERIENCE
Nov 2015 – Till date: Data Analysis and Quality Assurance Supervisor – Customer Experience Department, Busy Ghana Ltd - Head Office (Dzorwulu). Key Responsibilities:
Preparing and presenting daily/weekly/monthly ticketing reports and analyze reports to generate trend and forecast analysis of frequently recurring issues to Management.
Use of data science tools (Excel, BI and Python programming) to create Retention/Churn/Health-Check activities and forecast projections and business revenue based on results.
Scientific measurement of customer satisfaction and improve services using Satmetrix and Business Intelligence tools with customer database management systems.
Coaching and Training of Customer Service agents on service delivery gaps and red flags based on internal database for performance monitoring and evaluation. CURRICULUM VITAE BAABA FIANKOBEA ODAME-ADAMS
P.O. Box CS 8232 Tema Tel: 024******* / 024******* email: ************@*****.***
Page 2 of 3
Helping to develop and implement working policies and scripts for an entire department. Key Achievements:
Appointed as one the team leads in the customer experience department for the structured seamless migration from 3G network to the launch of Ghana’s Busy 4G network.
Collaborated with Marketing department to develop and implement new products and profitable business revenue solutions using various churn activities. Analysis from these churn reports and customer surveys generated were used to create promos and services for new and returning customers.
Worked closely with management to prioritize reporting needs, providing analysis and deep insights around critical indicators of the company’s performance on customer satisfaction thus, improving revenue evidently.
Assisted in developing several working process models for the organization. February 2014- August 2014: Industrial Attachment - I. T Department UNHCR Ghana
(Accra branch office - Labone)
Key Responsibilities:
Assisted with the day to day the network and systems administration in the branch office.
Assisted with the routine maintenance of both the hardware and software systems of the company.
Assisted the database administrator to develop reports as and when they were requested. Nov 2011 – Aug 2012: National Service – I.T Department, Metropolitan Insurance Company Limited. Head Office (Adabraka).
Key Responsibilities:
Assisted the database administrator to develop ad-hoc reports and managed of physical records in the IT department.
Assisted the network and systems administrator with the day to day I.T issues.
Assisted with the routine maintenance of both the hardware and software systems of the company.
Key Achievements:
Developed a software program for the operations department to enable them calculate premium easily and they found it more efficient than the spreadsheet they were using previously.
CURRICULUM VITAE BAABA FIANKOBEA ODAME-ADAMS
P.O. Box CS 8232 Tema Tel: 024******* / 024******* email: ************@*****.***
Page 3 of 3
Created a spreadsheet File Census this made files easily accessible, it also made it easier to manage the department records.
EDUCATION
August 2013 – July 2015 : MBA in Management in Information System (MIS)
(University of Ghana Business School)
September 2007 – June 2011: B.Sc., Information Technology (IT)
(Methodist University College, Ghana – Accra.)
August 2003- June 2006 : Senior Secondary School Certificate Examination (Pure Science) Akosombo International School (AIS), Akosombo
WORKSHOP/ SEMINARS ATTENDED
JPCANN and Associates - Leadership Skills for Managers Training -, 22nd-24th May 2017.
Uptouch Consult Limited - ‘Getting Prepared for the job market’ workshop awarded on October 08,2011.
Workshop on Proposal Writing to attract Donor Funds. Organized by Methodist University
College Ghana, 8th – 9th May 2009.
PERSONAL DETAILS
Date of Birth: 28th January 1988
Nationality: Ghanaian.
Marital Status: Married.
Language: English and Akan (Fante/Twi)
Hobbies/Interests: Writing, Cooking and swimming
REFEREES
1. Ms. Priscilla Jackson
Customer Experience Manager
Busy Ghana Limited
RRC, Accra-Ghana
Tel: 024-***-****
Email: *********.*******@****.***.**
2. Mr. Henry Frimpong
Head I.T Support Office
UNHCR- Ghana
Tel: 024-***-****
Email: ******@*****.***
Contact this candidate