Open to opportunities

Emmanuel Ikechukwu

@emmanuelikechukwu

Message

Customer operations and analytics professional improving service quality through Power BI and automation.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can improve customer experience and service quality with Power BI-driven complaint analytics, SLA-focused operations, and automation—so teams can resolve faster, reduce repeat issues, and make data-led decisions.

I’m a Customer Operations and Customer Experience professional who turns complaints and service signals into clear, actionable insights. I build reporting that helps stakeholders understand service performance, resolution speed, and customer satisfaction.

In my current role, I created a Power BI report to track enquiry volume, resolution time, top complaint drivers, and satisfaction score collected via Google Forms. After reviewing a year of records, I helped drive issue fixes that reduced repeat complaints by 35%.

I also design onboarding and retention processes—running structured client onboarding in Notion with Zoom check-ins and Power BI progress updates, achieving over 90% retention. To strengthen customer experience, I centralized customer contact across WhatsApp Business, Google Workspace (Gmail), and phone, answering enquiries within 24 hours.

Previously, I supported teams with Power BI and SQL-based reporting, including building live performance views that enabled data-driven decisions. I improved report generation speed by 40% using SSIS and SQL, set up Power BI risk alerts for timely detection, and produced daily/weekly executive reporting; I’m also certified in Power BI, Microsoft Fabric, and Power Platform.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Specialist

Current

Independent Practice

Jun 2024 - Present (2 years 1 month)

Built Power BI reporting to track enquiry volume, resolution time, complaint drivers, and satisfaction scores. Reduced repeat complaints by 35% by reviewing a year of records, identifying root causes, escalating issues, and improving client onboarding via a structured Notion plan and Zoom check-ins.

Power BI Excel Google Workspace Notion Zoom KPI Tracking Executive Reporting Complaint Resolution Root Cause Analysis SLA Management

Operations Support Analyst

Banceasy Solutions

Jun 2020 - May 2024 (3 years 11 months)

Created Power BI reports to provide live views of business and investment performance for data-driven portfolio decisions. Used SSIS and SQL to clean data flows and reduced report generation time by 40%, while setting Power BI alerts for timely detection of suspicious transactions.

Power BI SSIS SQL Power BI Alerts Data Cleaning KPI Tracking Transaction analysis Executive Reporting

Business Support Specialist

Unified Payments

Apr 2017 - Jun 2020 (3 years 2 months)

Standardized and accelerated feedback workflows by designing Excel macro logic to unify reports received in different formats from external client portals. Improved chargeback claim logging and resolution coordination, tracked SANEF programme disbursements for auditable reporting, and built daily/weekly executive reports on sales and chargeback performance to inform resource allocation.

Excel Excel Macros Chargeback Management Executive Reporting Sales Reporting Transaction Monitoring Data Consolidation Vendor coordination KPI Tracking

Education

Degrees, certifications, and relevant coursework

Nexford University

Master of Science in Data Analytics, Data Analytics

Earned a Master of Science in Data Analytics at Nexford University. Coursework focused on data analytics concepts and applications.

National Open University

Bachelor of Science in Information Technology, Information Technology

Earned a Bachelor of Science in Information Technology from the National Open University. This program covered core information technology fundamentals and systems.