MS

Open to opportunities

Musika Sichalwe

@musikasichalwe

Data Analyst transitioning from customer support and marketing with data-driven insights.

What I'm looking for

I’m looking to transition into a Data Analyst role where I can apply customer support and marketing experience, turn data into clear insights, and collaborate with multi-disciplinary teams to deliver actionable recommendations that improve business outcomes.

I’m a detail-oriented, analytical professional with at least 3 years background experience in Customer service and marketing. I’m passionate about utilizing data-driven decision making to solve complex problems and improve business outcomes through clear, actionable recommendations.

In customer-facing roles, I responded to customer and partner queries, gathered customer feedback, and shared insights with sales, product, and marketing teams. I’ve also analyzed customer service data to identify market trends and reccomend areas for service improvement, resolving 90% of customer issues using troubleshooting and technical insights.

On the marketing side, I managed social media metrics and used tools like Google Analytics and Tableau to track client engagement and conversion rates. I formulated data reports to optimize campaign effectiveness, maintained customer retention above 70%, improved ROI by 32%, and I’m currently gaining expertise in Power BI while positioning myself to transition into a Data Analyst or related role.

Experience

Work history, roles, and key accomplishments

YD

Customer Support Specialist

Yango Deli

Mar 2025 - Jan 2026 (10 months)

Handled customer and partner inquiries via phone, including high-volume outbound calls. Collected customer feedback and shared it with sales, product, and marketing teams to improve service outcomes.

Customer Support Phone Support Partner Support Outbound Calling Customer Feedback Cross Functional Collaboration Service Delivery Communication

SS

Social Media Marketing Manager

Steve's Hardware Store

May 2022 - Nov 2023 (1 year 6 months)

Managed social media metrics using Google Analytics and Tableau to track engagement and conversion rates. Reported on campaign performance, maintained customer retention above 70%, and improved ROI by 32%.

Social Media Marketing Google Analytics Tableau Customer Retention ROI Analysis

MS

Customer Service Representative

MTN Customer Services

Feb 2021 - Mar 2022 (1 year 1 month)

Analyzed customer service data to identify market trends and prioritize service improvement areas. Used Excel to track and categorize customer feedback, resolving 90% of issues using troubleshooting and technical insights.

Excel Feedback Categorization Troubleshooting Technical Support Market Trends Prioritization

Education

Degrees, certifications, and relevant coursework

UL

University of Lusaka

Bachelor of Science in Public Health, Public Health

Pursuing a Bachelor of Science in Public Health at the University of Lusaka.

Tech stack

Software and tools used professionally

Gmail

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