Customer Experience Data Analyst
Resume:
Mercy Kimani
Worcester, MA ****9
Phone: 508-***-****
Email: *************@*****.***
Objective: Results-driven analyst with 5+ years of experience in data-driven decision-making, process optimization, and strategic problem-solving. Adept at leveraging analytics to improve business performance, enhance customer experience, and drive growth. Strong background in financial services, credit risk management, and operational efficiency. Seeking to apply analytical expertise and business acumen in a dynamic, growth-oriented organization
Education
Dec 2023 to date Coursera
Professional Certificate in Data Analytics
Apr 2023 – Nov 2023 Udacity
Online Certification in Growth Product Manager
Jan 2011- Dec 2014 University of Nairobi
Bachelor’s Degree in Commerce
2006-2009 St.George’s Girls’ High School
High school Certificate
Experience:
NCBA Bank
Growth and Retention Officer/Data Analyst
January 2016 – December 2024
Conducted data extraction and analysis to drive insights into customer behavior, loan portfolio performance, and engagement strategies.
Developed and executed customer retention initiatives, improving loan book growth, overdraft activation, and repayment compliance.
Led customer engagement efforts through outbound calls, CRM management, and digital marketing to enhance customer satisfaction and usage of banking services.
Managed collections strategies, negotiating payment plans, tracking outstanding debts, and liaising between customers and collections teams.
Provided financial product education, onboarding support, and digital banking guidance to optimize customer experience and retention.
Delivered monthly reports and presentations on market trends, financial performance, and competitive strategies to inform decision-making.
Supervised team performance, ensuring alignment with KPIs and operational objectives.
Sideways Tours and Car Hire
Dispatcher/Customer Service Executive
January 2015- December 2015
Receive and prioritize incoming trip requests from customers. Dispatch taxis to pick up passengers based on their location and destination.
Monitor the real-time location of taxis using GPS or tracking systems. Ensure efficient deployment of vehicles to meet customer demand.
Communicate with taxi drivers, providing them with trip details and any relevant customer information.
Handle emergency situations or urgent customer requests.
Manage taxi schedules to optimize vehicle availability during peak hours.
Provide support to drivers, addressing any issues they may encounter during trips. Communicate changes in routes, traffic conditions, or customer preferences.
Use dispatch software and communication tools effectively to streamline operations.
Troubleshoot any technical issues related to dispatch systems.
Saidia Children’s Home
Volunteer
January 2019- December 2024
Provided emotional support, mentorship, and care to children, fostering a nurturing and safe environment.
Assisted with daily activities, including meal preparation, homework support, and recreational programs.
Organized and participated in educational and social activities to enhance children's development and well-being.
Supported staff in managing routines, maintaining discipline, and ensuring a positive atmosphere.
Helped coordinate donations, fundraising efforts, and community engagement initiatives to support the home’s needs.
Waumini Rehab Center
Volunteer
May 2014- December 2017
Provide emotional support and encouragement to individuals undergoing rehabilitation.
Assist with organizing group therapy sessions, recreational activities, and skill-building workshops.
Support staff in monitoring patient progress and maintaining a positive, structured environment.
Help with administrative tasks such as record-keeping, scheduling, and coordination of care services.
Educate individuals on coping strategies, relapse prevention, and wellness techniques.
Facilitate discussions and peer support groups to foster a sense of community and accountability.
Assist in fundraising efforts and community outreach programs to support the center’s mission.
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Skills: Proficient in Microsoft Word, Microsoft Excel (Spreadsheets), Microsoft Access, Microsoft PowerPoint, Internet, Leadership skills, Organizational skills, Analytical skills, Interpersonal skills, Fast typing skills, Excellent knowledge of word processing tools and databases, Great attention to detail, Sense of ownership and pride in your performance and its impact on company’s success, Critical thinker, Team player, Good time-management skills, Great interpersonal and communication skills.
PROFESSIONAL REFERENCES
Peter Mathenge
Operations Manager
NCBA Bank
*****.********@*********.***
Noah Karanja
Business Development Manager
Sideways Tours and Car Hire
****@***********************.***
Purity Mbau
Manager
Saidia Children’s Home
**********@*****.***
Nancy Kimani
Manager
Waumini Rehab Center
*************@*****.***
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