Felicity MukunjuFM
Looking for a job

Felicity Mukunju

@felicitymukunju

A Data Analyst here. Outside of work, I love travelling and baking! Feel free to reach out. 😊

Kenya
Message

What I'm looking for

I’ve been honing my data analysis skills for a few years now. First and foremost, I’m looking for a position where I can continue to exercise those skills. I’d love a position where I can use my skills to make an impact that I can see with my own eyes. Of course, the position is only part of the equation. Being at a company where I can grow and work toward something I care about matters, too.

From the outset, I could have been in a different space: a Customer Service Worker, a Doctor, until when I found solace in the Analytics field, a career I am passionate about, and because of that, I am a self taught Data Analytics Specialist today. 

With over 5 years of experience as an Analytics and Insights Specialist working within multinational and multicultural environments spanning Ecommerce, Microfinance, Information Technology & Services industries, I have provided reputable organizations with valuable and actionable data and insights to significantly improve knowledge of customer behaviour and open new commercially viable opportunities for Churn, Revenue, and Margin improvement.

I am well-versed in mining data, generating reports, and providing easily understood dashboards and tools, including finding solutions to problems and determining modifications for optimal use of organizational data. 

Over the years, I have built reputable credentials as a Cross-functional Leader who establishes relationships with departmental members and executive management to provide realistic projections, reports on specific data findings and their impact on organizational growth and success while establishing various scenarios to determine viable processes and strategies to utilize.

Equally, I am praised by my colleagues as an energetic presenter and confident communicator with the ability to circulate information in a clear, efficient, and beneficial way for end-users. 


Experience

Techno Brain Group logoTG
Current

Data Analyst

Techno Brain Group

Sep 2018 - Present (5 years 8 months)

● Designed Power BI dashboards to the international Product teams providing real-time data insights from customer feedback resulting in Microsoft products improvements and process efficiency gains.
● Conducted data cleaning using SQL and R, and analysis support for 500+ customer feedback weekly to identify key metrics and draw conclusions to stamp out inessential data by 35%.

SL

Technical Support Analyst

Shimba Technologies Limited

Aug 2016 - Apr 2017 (8 months)

● Spearheaded a cross-functional team of 4 to implement a ticketing system to easily track customers’ issues that included incident prioritization and assignment, and timely resolution, as well as offer technical support to 20+ internal staff.
● Conducted product demonstrations and training sessions to educate clients on product features and how to effectively use them to achieve their goals.

AL

Customer Relations Specialist

Afrikon Limited

Apr 2017 - Aug 2018 (1 year 4 months)

● Presented and implemented an online backup management system to retain customer details and resolve customer issues by phone, email & live chat, reducing paper system by 50%.
● Conducted analysis on key metrics to support identification of high-value potential investment opportunities that improved customer retention by 30%.

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