Data Analyst Customer Service

ERIC BAAH

Accra, Ghana +233-********* / +233-******** **********@*****.***

PROFESSIONAL SUMMARY

Highly Analytical and process-oriented Sales Operations and Data Analyst with in-depth knowledge of database, Sales Automation, visualization, Sales reporting, recommending changes to sales automation process, implementing & managing an entire hardware and software Sales Application for the companies and proficient use of internet and softwares such as Microsoft Office Suite with expertise in Advanced Sales Automation Apps such as Fieldpro,Webapp, Power BI, SanForce,and TransNumerik Shopper App SKILLS

• Information gathering

• Effective communication

• Business analysis

• Sales data analysis & forecasting

• Sales Automation App Management

• Dashboard Visualization

• Customer Service and feedback analysis

• Project management & Coordination

• Training & Facilitation

• The ability to work with people at all levels in an organisation

WORK HISTORY

M.I.S & Sales Data Reporting Manager, 01-05-2023 - Current Kivo Foods – Procus Ghana Limited,Accra.

• Schedules and produces periodic reports regarding MIS performance

• Analyzing business Sales data and Reporting

• Makes compact and comprehensive information available, both to top management and the sales employees.

• Generate daily, weekly & monthly reports, detailing findings and advising recommendations .

• Provide real-time analytical support to various leadership teams over issues such as Sales trend, SKU Performance, Customer Analysis, and Sales force KPIs.

• Responsible for the planning and implementation of hardware and software applications for Sales Force Team.

• Responsible for the oversight, management, and training as it relates to users Hardware,Sales Software Application and management information systems.

WORK HISTORY

Data Analyst, 01-08-2019 To 30-04-2023

Fan Milk Ghana PLC (A Danone Company) – Accra, GH

• Manage and Lead Sales Force Automation & digitalization Projects in West Africa (Project lead Ghana).

• Develop databases, design Sales dashboard views for real-time Sales Trends and customer analysis, and materialize views using Power Bi excel, PowerPoint and Fieldpro Web app.

• Collecting and analyzing data to identify patterns, trends, insights, and solutions.

• Generate daily, weekly & monthly reports, detailing findings and advising recommendations for strategic decision-making with Microsoft Excel and PowerPoint.

• Participate in requirements meetings and data mapping sessions to understand business needs.

• Works with business users to define business processes in support of business system development and performs system testing.

• Applied knowledge of data modeling and statistical analysis to note trends and conclude Monitoring and analyzing competitive activity, customer trends, and market trends.

• Evaluated project outcomes using robust modeling and KPI frameworks

• Improving Sales Data process on automation and understanding customers and users need on Sales App usage

• Improved data integrity with rigorous auditing and cleansing, create standard operating procedures and new artifacts to streamline data management functions

• Manage, train, and support 28 Key Distributors and over 1,000 plus agents on sales automation in Ghana WORK HISTORY

Sales Operations Coordinator, 01-08-2018 To 01-07-2019 Fan Milk Ghana PLC (A Danone Company) – Accra, GH

• Highlighted undetected organizational needs in the sales process to improve business performance

• Interviewed staff to obtain personal observations and insights into existing procedural strengths and weaknesses

• Drafted procedure manuals, work definitions and standard operating procedures

• Helped the organization improve customer satisfaction and achieve measurable results.

• Observed systems and staff operations throughout organization, compiling current and accurate information

• Train internal sales team on sales process to improve invoicing, performance and standard operating procedures

• Complete Sales documentation, including order forms, invoices with zero error. WORK HISTORY

Direct Sales Representative, 04-03-2017 To 31-07-2017 DelFlo Ghana Limited – Accra, GH

• Facilitated timely lead follow-up by documenting customer interactions in Salesforce application.

• Ensured continuity of service, tracking and analyzing customer feedback.

• Guaranteed customer satisfaction by maintaining up-to-date knowledge of current sales promotions, payment and return policies

• Provided clear, accurate pricing information to customers regarding specific products

• Fostered customer loyalty and consistent investment by building positive and productive relationships. EDUCATION

Bachelor of Science (B.Sc.): Technology, 12/2021

Accra Technical University - Accra, Ghana

Higher National Diploma (HND): Marketing, 12/2018

Accra Technical University - Accra, Ghana

ACCOMPLISHMENT

• Nominee for Best Employee in West Africa - 2021

• Development of Automated Quality Audit workflow & Dashboard for Quality Auditing

• Development & introduction of Electronic invocing for Fanmilk business

• Recognized by management for sales automation projects & delivering outstanding 95% adoption rate in Ghana on App usage for sales automation.

• Collaborted with team of 28 National Key Distributors in the development of Sales Digitization.

• Supervised team of 935 Business Partners & over 1000 shop attendants on sales automation

• Implemtation of Business sales Dashboard for Management AFFILIATION

• Team Lead fo Kivo Foods SFA Team in Ghana

• Team lead for Fanmilk Ghana PLC on Sales Digitization Project Development - Ghana

• Member & Ghana rep on the West African Sales Automation Team (Fanmilk West Africa ) REFEREES

Mr. Frank Osei Karikari

Head of IT at Nestle Central & West Africa

Tel: +233-*********

Mr. Kelly Smith

Head of IT & MIS

Samartex Timber & Plywood Company Limited

Tel: 020-***-**** / 024-***-****

Mr. Ebenezer Kumah

Business Intelligence Manager

Zoomlion Private Service Limited- Ghana

Tel: +233-********* / +233-*********

Ms. Mavis Menlah

Senior Sales Analyst (Ghana)

Fan Milk PLC (A Danone Company)

Tel: +233-**-***-****/ +233-*********

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