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Seun (Abel) Okeowo, ITIL, ACIB

Seun (Abel) Okeowo, ITIL, ACIB

Data Analyst (Contact Center)

Followers of Seun (Abel) Okeowo, ITIL, ACIB1000 followers
location of Seun (Abel) Okeowo, ITIL, ACIBLagos State, Nigeria

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  • Timeline

  • About me

    (ISC)2 Certified Cyber Security Professional | Service Delivery Specialist | Incident Manager | CX Champion | Quality Assurance Analyst

  • Education

    • Federal University of Technology Akure

      2014 - 2019
      Bachelor of Technology - BTech Computer Science Second Class Upper (4.36/5.0)

      As a Computer Science graduate, I have undergone comprehensive coursework covering areas such as algorithms, data structures, programming languages, and software development. These courses have equipped me with a strong analytical mindset, problem-solving abilities, and a deep understanding of technology. They have honed my critical thinking skills, attention to detail, and the ability to work effectively both independently and as part of a team.

  • Experience

    • First Bank of Nigeria Ltd.

      Mar 2022 - Jun 2022
      Data Analyst (Contact Center)

      - Conducted in-depth analysis of customer interactions to identify trends, patterns, and areas for improvement.- Utilized statistical models and data visualization tools to present actionable insights for optimizing operational efficiency and customer experience.- Collaborated with cross-functional teams to define key performance indicators (KPIs) and develop data-driven strategies to meet contact center goals.- Implemented predictive analytics to forecast call volumes, staffing requirements, and resource allocation for effective workforce management.- Developing and maintaining comprehensive reports on contact center performance, ensuring accurate and timely delivery of insights to management. Show less

    • Sahara Group

      Jul 2022 - Oct 2022
      Customer Experience Specialist (Ikeja Electric Plc)

      • Responsible for simulating and documenting complex customer issues to find solutions to customer inquiries and problems, and ensure upper-level escalation of issues to appropriate departments for adequate resolution

    • First Bank of Nigeria Ltd.

      May 2023 - now
      IT Service Desk Analyst

      - Proficiently resolving first-level IT issues using tools such as Oracle DB, MySQL, and Active Directory.- Managing user access and authentication through effective utilization of Active Directory, ensuring a secure and compliant environment.- Spearheading the compilation and analysis of SLA compliance reports across various bank departments within and outside Nigeria.- Developing and implementing data-driven strategies to enhance SLA performance, ensuring alignment with organizational goals.- Delivering excellent customer service through clear communication and empathy, fostering positive relationships with end-users.- Contributing to the enhancement of overall data management processes within the IT service framework.- Delivering timely and effective IT support to end-users, addressing all IT related complaints with a customer-centric approach.- Maintaining accurate records of incidents, driving the RCA, with concerned stakeholders- Collaborating with cross-functional teams to escalate and resolve complex technical issues. Show less

  • Licenses & Certifications