Ann Olih

Experience

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  ETranzact

  Jan 2016 - Jan 2018

  Client Advisor

  • Addressed and resolved customer grievances, achieving a 20% improvement in customer satisfaction by providing timely and empathetic responses to complaints.• Routed technical issues and other significant concerns to the appropriate members of the technical or product teams, enhancing problem resolution efficiency by 30%.• Maintained and updated customer records within the company's database, ensuring accuracy and contributing to improved customer service and data integrity.• Conducted Sales transactions and handled payments as required, contributing to a 20% increase in cross-sell and up-sell revenue through proactive customer engagement.• Executed various administrative duties as delegated by the Supervisor, maintaining completion of assigned tasks, thereby supporting the smooth operation of the department. Show less

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  Ceracerni art hub

  Jan 2018 - Jan 2021

  Customer Insights Analyst

  • Delved into vast datasets to uncover patterns in customer behavior and market trends, leading to a 20% improvement in targeted marketing campaigns and a 15% increase in customer engagement.• Designed and executed comprehensive customer satisfaction surveys, achieving a 90% response rate and providing critical insights that led to a 10% improvement in customer satisfaction scores.• Tracked and analyzed customer feedback across multiple channels, identifying and resolving key issues that increased customer retention rates by 20%.• Refined customer profiling methods using sophisticated data analysis, enhancing the accuracy of customer profiles and contributing to a 15% increase in up-sell and cross-sell opportunities.• Worked closely with marketing and sales teams to translate customer insights into actionable strategies, supporting a 25% growth in sales revenue through improved product positioning and messaging. Show less

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  Ceracerni’s Art Hub

  Jan 2021 - Jan 2022

  Process Improvement Analyst

  • Mapped existing business processes to identify inefficiencies and areas for improvement, leading to a streamlined workflow that enhanced operational efficiency by 20%.• Leveraged Business Intelligence tools to provide deeper insights into process performance, resulting in a 30% improvement in decision-making accuracy.• Evaluated the potential impact of process changes using BI analytics, ensuring that implemented changes resulted in a 15% increase in productivity without compromising quality.• Established a framework for ongoing process evaluation and improvement, contributing to a sustained 10% year-over-year increase in operational efficiency.• Compiled and presented detailed reports on process improvement outcomes, demonstrating a cumulative cost saving of 20% across optimized processes. Show less

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  Ministry Of Justice (CTS Salford Courts & Tribunals Service Centre)

  Jan 2023 - now

  Customer Support Specialist

  • Provide professional friendly support and guidance to users of online services via a variety of channels (telephone, webchat, email), in line with quality standards, to ensure the delivery of a high-quality user-focused service daily and deliver a service focused on quality as well as timeliness• Handle, and where possible resolve, first contact user complaints using case management and call handling tools.• Identify users requiring extra/different support and undertaking basic assessment of users’ Assisted Digital needs, in accordance with procedure and referring suitable cases to a third-party supplier daily, to ensure users understand and can participate in the new digital process• Triage users to relevant services, using prescribed service scripts and knowledge base daily, to ensure users get the right information they need at the right time, so that everyone understands what is needed and what will happen• Work as part of the team in considering continuous improvements necessary for effective delivery and feeding these into the wider channels Show less

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  Retom Ltd

  Jan 2024 - now

  Business Intelligence Analyst

  • Foster collaboration among team members for data collection, significantly contributing to achieving the company’s strategic goals with a 100% completion rate of key projects.• Conduct thorough analyses of business requirements and processes and recommended actionable changes adopted by senior management, leading to a 15% increase in operational efficiency.• Create and maintain detailed documentation, including system design, requirements, and user manuals, which enhanced organizational understanding and reduced onboarding time for new employees by 30%.• Identify and address development needs, streamlining operations and driving a 10% increase in profitability through enhanced operational efficiency. • Compile data and interpret data to stakeholders with optimum accuracy and data quality, implemented Qlikview dashboards and reports to support decision making and uphold quality standards using strong analytical skills and problem-solving ability. Show less