Florence Orowole

Detail-oriented professional transitioning into Data Analytics, backed by a Diploma in Data Analytics and hands-on practice building Excel and Power BI dashboards, writing SQL queries for data analysis. Leverages a robust 10+ years of professional experience in data-driven, process-focused roles across banking and education, including tracking performance metrics, producing Excel and Power BI reports, and maintaining 99% data accuracy in high-volume environments. Combines strong analytical thinking, attention to detail, and stakeholder communication skills with a genuine enthusiasm for turning raw data into clear, actionable insights.

British Council ISA Coordinator and Project Manager - Scholars' Crest International School - Lagos

(2023-07 - 2026-05)

• Tracked performance and engagement data using Excel and Power BI to support reporting and continuous improvement.
• Coordinated documentation, reporting, and compliance processes to support successful International School Award reaccreditation with 100% submission accuracy.
• Resolved stakeholder inquiries and issues promptly, ensuring smooth collaboration and a positive partner experience.

Data Entry & Contact Centre Representative (Contract) - INITS Ltd - Lagos

(2023-06 - 2024-08)

• Handled high-volume customer inquiries via phone and digital channels, resolving issues efficiently and professionally.
• Achieved 99% data accuracy while maintaining client records.
• Contributed to a 50% improvement in first-contact resolution through effective communication and system navigation.

Client Relations Manager - HS Bound Services Nigeria Ltd.

(2020-09 - 2022-03)

• Acted as primary contact for enquiries, complaints, and escalations, achieving 95% issue resolution within SLA.
• Collaborated with internal teams to improve service processes and client experience.

Cash Officer & Customer Service Manager - United Bank for Africa Plc.

(2016-11 - 2020-08)

• Ensured compliance with KYC and regulatory requirements while delivering efficient service.
• Resolved customer complaints and service issues, reducing complaints by 50%.
• Oversaw ATM operations/reconciliations, achieving 99% uptime, vault administration, and daily reconciliations to ensure service continuity.
• Streamlined branch processing workflows, reducing turnaround times by 20%.

Customer Relationship Officer - United Bank for Africa Plc.

(2014-08 - 2016-10)

• Managed account opening processes, promoted and onboarded customers to e-banking products, increasing conversions by 55%.
• Maintained accurate customer documentation and ensured compliance with internal policies.

Bachelor of Science (B.Sc.) - Psychology - University of Lagos (2012)