Open to opportunities

Vivian Mutanu

@vivianmutanu

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Business analyst specializing in operations and customer experience, turning data into fixes.

Kenya

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What I'm looking for

I’m looking for a Business Analyst role at the boundary of business and technical delivery—using SQL, Power BI, and process improvement to strengthen customer experience. I want ownership of requirements, UAT, and operational performance with cross-functional teams.

I’m a Business Operations Analyst with 5 years at Telkom Kenya, working across sales, billing, and technical teams. I track performance, spot where processes break down, and partner with stakeholders to fix them—where business needs meet technical delivery.

I build and maintain Power BI dashboards for daily and weekly management reviews, defining which metrics matter and how they’re calculated. I also use SQL to support operational decisions, and I validate data so insights are trustworthy and actionable.

I’ve taken part in product and system UATs as a tester, checking new features against expectations and writing defects with clear business impact. I improve workflows through requirements analysis, process mapping, KPI definition, and SOP design, and I’ve helped reduce issue resolution time and repeat incidents.

I’m also transitioning toward a CX-focused direction—I’m building a CX-focused portfolio to support this change properly. My work blends process improvement, customer/workflow journey thinking, and analytics to prevent problems before they affect customers or revenue.

Experience

Work history, roles, and key accomplishments

Current

Business Operations Analyst

Current

Telkom Kenya Limited

Nov 2023 - Present (2 years 7 months)

Coordinated daily operations across sales, billing, and technical teams to ensure orders, activations, and billing records matched across systems. Built Power BI dashboards for management reviews and improved data validation routines, cutting operational insight production time by 40% and reducing issue resolution time by 25%.

Power BI SQL Data Validation Process Mapping UAT Testing Stakeholder Management Excel Requirements Analysis

Regional Team Leader

Telkom Kenya Limited

Sep 2021 - Oct 2023 (2 years 1 month)

Validated field data before it fed into management reporting and used SQL and Excel to analyze demand trends and redesign routes/agent coverage, cutting operating costs by 12%. Improved onboarding by removing friction, growing the active agent base by 60%.

SQL Excel Data Analysis Route Planning Workforce Coverage Performance Tracking Reporting Process Improvement

Trade Development Representative

Telkom Kenya Limited

Jul 2020 - Aug 2021 (1 year 1 month)

Maintained outlet and agent databases, monitored cluster performance, and flagged anomalies for follow-up. Supported agent onboarding and resolved day-to-day operational issues in the field.

Monitoring Reporting Data Validation Excel Database Management

Fixed Assets Verification Accountant

Extra Solutions Limited

Dec 2016 - Aug 2019 (2 years 8 months)

Reconciled physical inventory against accounting records to improve asset register accuracy from 88% to 98%. Wrote SOPs for inventory audits, replacing a manual process that produced recurring errors.

Data Reconciliation Excel