Open to opportunities

Tosin Aina

@tosinaina

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Operations and data analyst who turns Zendesk and business data into compliant, actionable insights.

Nigeria

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What I'm looking for

I’m looking for a data-focused role where I can use Power BI, SQL, and operational analytics to deliver dashboards, improve processes, ensure compliance, and keep growing in Business Intelligence.

I’m an operations and data analyst with over 5 years of experience across data analysis, treasury operations, and operations technical support. I enhance operational processes through data analytics, policy development, and cross-department collaboration, with a strong focus on delivering actionable insights and ensuring compliance with regulatory standards.

In my current Operations Support Officer role, I leverage Zendesk analytics to identify trends and root causes, monitor SLA compliance, and produce weekly reports and dashboards for operational reviews. Previously, I built Power BI and SQL dashboards, delivered training for 150+ staff, and supported business decision-making with exploratory data analysis and BI solutions, while also contributing to performance improvements aligned with ISO standards.

Experience

Work history, roles, and key accomplishments

Current

Operations Support Officer

Current

Onafriq

Jul 2024 - Present (2 years 1 month)

Develop and implement operations processes and best practices to improve efficiency, while managing end-to-end Zendesk ticket lifecycles and SLA compliance. Use Zendesk analytics and dashboards to identify trends, root causes, and process gaps, and support POS agents with timely technical issue resolution.

Zendesk Ticket Management SLA Root Cause Analysis Dashboarding POS Support Slack Email

Business Data Analyst

Totagotech

Feb 2022 - Jun 2024 (2 years 4 months)

Analyze and report operational performance metrics, define and document business requirements, and implement process enhancements aligned with ISO standards. Build Power BI and SQL dashboards for performance tracking and deliver system management training to staff.

Power BI SQL Data Reporting operational performance Dashboarding Business Requirements Process Improvement ISO Standards Training Delivery Stakeholder Management Technical Documentation

Data Visualization

Tech4dev

Jun 2021 - Dec 2021 (6 months)

Perform exploratory data analysis to identify and address business problems, and develop BI visualizations to support business decision-making. Deliver digital literacy training and contribute to courses by applying data-driven insights, including data integration and data hygiene.

Data Visualization Data Integration Data Hygiene Course Development

Treasury Operations Analyst

FSDH Merchant Bank

Jan 2017 - Aug 2019 (2 years 7 months)

Support treasury operations for FX by collating market data, coordinating with inter-dealer brokers and traders, and participating in FX bids for clients and auctions. Maintain daily blotters and cash-flow statements, and help relay market movements and prices to relevant parties.

Foreign Exchange (FX) Market Data Flow Inter Dealer Broker Liaison FX Bid Participation Treasury Operations Blotter Maintenance

Education

Degrees, certifications, and relevant coursework

University of Lagos

Master of Risk Management, Risk Management

2025 -

Pursuing a Master of Risk Management at the University of Lagos.

University of Lagos

Bachelor of Science, Finance

2016 -

Earned a Bachelor of Science in Finance from the University of Lagos. Thesis: “Impact of International Trade on Economic Growth and Development of Nigeria.”