Dorcas Gracious

DG

Open to opportunities

Dorcas Gracious

@dorcasgracious

Insight-driven Data Analyst and Customer Experience professional turning KPIs, dashboards, and SQL insights into action.

What I'm looking for

I’m looking to apply my analytics and customer-insight strengths to an Analyst role focused on opportunity qualification, pipeline support, and execution readiness—using dashboards, KPIs, and clear documentation to drive measurable decisions.

I’m an insight-driven Customer Experience and Data Analyst with a strong foundation in data visualization, reporting, and customer insights. I use Power BI, Excel, Power Query, and SQL to uncover patterns, track KPIs, and support decision-making through data-backed storytelling.

In my internships, I’ve built and improved dashboards and reporting workflows—like an HR analytics dashboard in Excel, interactive Power BI dashboards for brand sentiment, and executive-focused Power BI visualizations for decision analytics. I also strengthen datasets by cleaning, transforming, and validating data so stakeholders can trust the insights they act on.

From customer service, I bring follow-up discipline, clear documentation, and cross-team collaboration that improves outcomes over time. At Lumos Nigeria, I reduced ticket resolution delays by 10%, improved resolution rate by 15%, and built tools like an automated debt-repayment calculator to accelerate customer communication.

Experience

Work history, roles, and key accomplishments

LN

Customer Service Associate

Lumos Nigeria

Dec 2023 - Dec 2025 (2 years)

Managed customer inquiries, technical issues, and payment follow-ups to improve service quality and satisfaction. Improved issue-tracking using Google Sheets, reducing ticket resolution delays by 10%, and used trend reporting to recommend process changes that increased the resolution rate by 15%.

Customer Support Issue Tracking Google Sheets Data Visualization Documentation Service Recovery

EP

Data Analyst Intern

EDTS Internship Program

Jan 2025 - Present (1 year 5 months)

Designed an HR analytics dashboard in Excel to track employee turnover, satisfaction rate, and departmental distribution. Cleaned and transformed data using Power Query and delivered actionable workforce insights through clear data storytelling.

Power Query Data Cleaning data transformation HR Analytics KPI Tracking Data Visualization Data Storytelling

SI

Data Analyst Intern

SBM Intelligence

Jan 2025 - Present (1 year 5 months)

Cleaned and standardized mining datasets by splitting multi-value fields, normalizing records, and resolving inconsistent entries to improve usability for analysis. Documented repeatable data-cleaning workflows and produced daily media intelligence reports highlighting trends and regulatory risks.

Data Cleaning data transformation Data Validation SQL Power BI Excel KPI Reporting Data Documentation

TS

Data Analyst Intern

Tata Consultancy Services

Jan 2025 - Present (1 year 5 months)

Completed a virtual simulation focused on data visualization and decision analytics. Built Power BI visuals for business leaders to assess profitability trends, customer segmentation, and KPI performance, then translated insights into executive recommendations.

Power BI Data Visualization KPI Analysis Customer Segmentation Executive Reporting Decision Analytics

SP

Data Analyst Intern

Social Buzz Project

Jan 2025 - Present (1 year 5 months)

Conducted sentiment and engagement analysis using simulated social media data to evaluate brand performance. Built interactive Power BI dashboards and provided recommendations to support digital campaign strategy.

Sentiment Analysis Power BI Dashboarding Data Visualization Data Cleaning Data Storytelling

MI

Customer Insights Analyst

MeriSkill Internship

Jan 2025 - Present (1 year 5 months)

Analyzed campaign performance to estimate ROI, CAC, and profitability for digital marketing efforts. Used Excel and SQL to clean and aggregate data, and created insight-driven visuals to support conversion rate optimization.

SQL Excel Data Cleaning Data Aggregation ROI Analysis CAC Analysis Data Visualization Conversion Optimization

Education

Degrees, certifications, and relevant coursework

MU

Miva Open University

Bachelor of Arts (B.A.), Mass Communication & Media Studies

Completed a Bachelor of Arts (B.A.) in Mass Communication & Media Studies at Miva Open University.

HI

Hybrid Inc.

Power BI & SQL for Data Analysis, Data Analysis

Completed Power BI & SQL for Data Analysis training/programmed certification.

AP

Adeseun Ogundoyin Polytechnic

National Diploma (N.D.), Mass Communication

Completed a National Diploma (ND) in Mass Communication at Adeseun Ogundoyin Polytechnic (Eruwa, Oyo State).

Tech stack

Software and tools used professionally

Gmail

Microsoft Excel

Compiled

SQL

Enhance

Remote

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