Norah Amunya

Analytical and detail-oriented Statistics graduate with over three years of professional experience in data analysis, operational reporting, banking operations, and administrative support. Experienced in collecting, validating, analyzing, and interpreting operational and customer data to support business decision-making, process improvement, and service performance. Proficient in Python, SQL, Power BI, Tableau, and Microsoft Excel, with hands-on experience delivering end-to-end analytics projects involving data cleaning, querying, visualization, and reporting.

Passionate about transforming data into meaningful insights that drive organizational performance and evidence-based decision-making.

CUSTOMER SERVICE AGENT - ABSA BANK KENYA PLC - Nairobi, Kenya

(2022-12)

Support operational reporting and customer service delivery by analyzing customer interactions, maintaining data quality, preparing reports, and collaborating with cross-functional teams to improve operational performance.

• Analyze customer and operational data to identify trends, recurring issues, and opportunities for service improvement.
• Generate operational reports using data from over 12,000 monthly customer interactions, providing insights that support management decision-making and service performance monitoring.
• Monitor data quality by maintaining accurate customer records and ensuring compliance with internal policies and regulatory requirements.
• Investigate customer issues by analyzing case information and collaborating with Operations, Treasury, Compliance, Digital Banking, Card Services, and Bancassurance teams.
• Support reporting accuracy through validation of customer information and documentation.
• Identify process improvement opportunities based on customer feedback and operational trends.
• Train and onboard new team members on operational procedures, reporting standards, and banking systems.
• Identify customer financial needs and promote relevant banking products, including personal loans, mortgages, credit cards, and fixed deposit accounts.
• Contributed to improved customer satisfaction through data-driven identification of service improvement opportunities.
• Supported management decision-making through timely operational reporting and trend analysis.
• Improved reporting consistency and documentation quality through adherence to reporting standards.
• Maintained high levels of data accuracy while supporting operational efficiency.

FINANCE & ADMINISTRATION ASSISTANT - COUNTY GOVERNMENT OF KAKAMEGA - Kakamega, Kenya

(2021-08 - 2021-11)

Supported planning, budgeting, and service delivery initiatives through data collection, validation, analysis, and reporting.

• Collected, validated, and analyzed operational and financial data to support departmental planning activities.
• Prepared periodic reports and summaries for management decision-making.
• Supported budgeting and planning processes, including the Annual Development Plan (ADP) and County Fiscal Strategy Paper (CFSP).
• Maintained reporting documentation and administrative records to ensure data accuracy and accessibility.
• Assisted with data quality checks and reporting processes to support evidence-based planning.
• Improved reporting quality by ensuring accurate data collection and validation, supporting more informed planning and resource allocation.

ADMINISTRATION ASSISTANT - REUB TRANSPORTERS - Kenya

(2019-08 - 2020-10)

Supported administrative and financial operations through records management, documentation, and reporting.

• Maintained financial and administrative records to ensure accuracy and completeness.
• Assisted with invoice processing, VAT documentation, reconciliations, and financial reporting.
• Prepared supporting documentation for audits and financial reviews.
• Improved document organization and record management processes to enhance operational efficiency.
• Reduced invoice processing delays by improving document organization and workflow efficiency.

Bachelor of Science - Mathematics and Statistics - MOI UNIVERSITY (2016 - 2021)