Okenna Enwerem

Analytical and results-oriented professional with expertise and over 4 years of experience in data analysis, reporting, and cross-functional collaboration. Seeking to leverage my skills to drive brand growth and enhance commercial operations.

Analysis/Account Management/Reporting - Transcom - Colorado, USA

(2025-09 - 2026-06)

• Listened, understood, and isolated callers' complaints as part of the daily process of resolving issues.
• Troubleshot devices and iOS accounts using company-standardized methods.
• Resolved an average of twenty customer inquiries per day by phone, meeting the target of a 90% satisfaction score.
• Maintained detailed and accurate customer interaction records in the company's custom CRM.

Business Analysis/Reporting/Continuous Improvement - Turing - California, USA

(2024-09 - 2025-01)

Reason for leaving: The contract was completed one month before the due date.

• Gathered and documented business requirements for the Penguin project, ensuring stakeholder alignment.
• Developed scenarios to train LLMs (Large Language Models) to improve performance in tasks such as puzzle solving, chatbots, and reasoning.
• Communicated with project stakeholders to better understand their needs for the project.
• Documented project requirements, plans, and solution designs.
• Provided feedback on implementations and suggested changes.

Business Analysis/Reporting/Account Management/Leadership - Canada Life - Toronto, Canada

(2022-12 - 2024-03)

Reason for leaving: Personal project outside the city, and the company could not offer remote work.

• Proactively identified and escalated recurring customer issues to the product development team, resulting in improved reporting and financial processes (e.g., contribution processing).
• Maintained detailed and accurate customer interaction and transaction records in the company's custom CRM.
• Resolved an average of thirty customer inquiries per day by phone, email, and live chat, consistently exceeding performance targets.
• Managed high-volume financial transactions exceeding $1,000,000 weekly, ensuring accuracy and efficiency.
• Supervised large client accounts, handling over 6,000 members daily, and cultivated strong stakeholder relationships.
• Assisted in training three new customer service representatives on company policies, procedures, and best practices.

Business Analysis/Cross-Functional Collaboration/Reporting - ByteDance - Lagos, Nigeria

(2021-01 - 2023-06)

Reason for leaving: Relocation.

• Led market research and competitive analysis to inform product strategy for LetsChat, resulting in a successful launch in new markets and over 1 million downloads.
• Analyzed business processes and identified areas for improvement, leading to over a 100% increase in application retention.
• Developed and presented business cases to senior management, securing approval for the LetsChat Campus Ambassador project.
• Established standard operating procedures and oversaw marketing campaigns aligned with business objectives.
• Conducted competitor analysis and produced reports to inform decision-making, significantly increasing user acquisition.
• Used Power BI, Microsoft Excel, and Microsoft PowerPoint to create dashboards for sales and marketing teams and presentations to upper management.

Bachelor of Engineering - Chemical Engineering - Madonna University (2017-08)