Open to opportunities

valerian mulongo

@valerianmulongo

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Data analyst specializing in customer experience, dashboards, and SQL-driven insights to improve retention.

Kenya

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What I'm looking for

I seek a data role where I can build dashboards and models to improve CX, work cross-functionally, automate reporting, and drive measurable retention gains.

I am an analytical, detail-oriented Data Analyst with experience transforming call-center and CRM data into actionable insights that drive customer experience improvements and retention. I build automated reports and Power BI dashboards, use SQL and Python for analysis, and have a proven track record reducing reporting time and improving retention.

At Telkom Kenya I developed a churn-insight model that aided a 12% retention improvement and cut manual reporting time by 40% through Excel and SQL automation. I collaborate with cross-functional teams, present findings to leadership, and focus on process optimization, SLA monitoring, and data storytelling to influence operational decisions.

Experience

Work history, roles, and key accomplishments

Current

Business Analyst - Customer Experience

Current

Telkom Kenya

Sep 2023 - Present (2 years)

Extracted and analyzed call center and CRM data to identify service bottlenecks and model customer behavior, delivering dashboards and reports that supported CX improvements and leadership decisions.

SQL Power BI Dashboarding Data Storytelling

Customer Experience Advisor

Telkom Kenya

Jul 2020 - Aug 2023 (3 years 1 month)

Handled inbound customer interactions, recorded CRM data, identified high-frequency complaints, and supported quality improvement initiatives to enhance service delivery.

CRM Customer Support Quality Improvement

HR and Admin Clerk

Kenya Development Support

Nov 2019 - May 2020 (6 months)

Maintained employee records, supported HR process execution, and managed administrative logistics and document filing to streamline internal coordination.

HR Administrator Document Management

Accounts Assistant & HR Clerk

GDirect Kenya

May 2018 - Aug 2019 (1 year 3 months)

Prepared financial statements, managed employee files, and digitized filing systems to improve document retrieval and accounting processes.

Accounting Financial Reporting Excel File Management Process Improvement

BPO Executive & Team Supervisor

Techno Brain

May 2016 - Mar 2018 (1 year 10 months)

Supervised a customer engagement team, drove upselling efforts, and produced weekly CX performance reports for client reviews to improve service outcomes.

Team Supervision Upselling performance reporting Customer Engagement

Education

Degrees, certifications, and relevant coursework

Maseno University

Bachelor of Science, Mathematics and Business Studies with IT

2014 - 2018

Completed a Bachelor of Science combining Mathematics and Business Studies with IT, focusing on quantitative analysis and information technology applications.