Jimmy Falana

Results-driven Customer Service and Retail Operations professional with 5+ years of experience managing customer relationships, optimizing service delivery, and improving operational efficiency in fast-paced environments. Proven ability to lead teams, resolve customer issues, and implement systems that enhance customer satisfaction and business performance. Skilled in using data analytics tools (Excel, Power BI) to monitor KPIs, improve service processes, and drive strategic decisions.

Recognized for improving customer retention, reducing operational costs, and delivering exceptional service experiences.

Internal Control & Data Entry Specialist at Clover Mart (2022-01 – Present)

Retail Operations Environment

• Managed daily retail operations data and ensured accurate processing of 1,000+ weekly transactions with 99.8% accuracy.
• Monitored customer purchase trends and supported decision-making to improve stock availability and service delivery.
• Collaborated with front-line staff to resolve transaction and customer-related issues promptly.
• Contributed to improved customer experience through better inventory management and faster service turnaround.

Marketing Manager & Customer Experience Lead at Swanky Suites (2020-01 – 2022-12)

• Led customer service operations, ensuring high-quality guest experience and satisfaction.
• Resolved customer complaints efficiently, increasing repeat customer rate by 25%.
• Implemented customer feedback systems to improve service delivery and client satisfaction.
• Supervised service staff and ensured adherence to service standards.
• Achieved 3 consecutive Customer Service Excellence Awards for outstanding performance.

Administrator & Operations Manager at Tobola Global Automotive Services Ltd (2018-01 – 2020-12)

• Oversaw daily business operations, including customer service, staff coordination, and inventory control.
• Managed client interactions, bookings, and service delivery processes.
• Improved operational efficiency by streamlining workflows and reducing service delays.
• Ensured consistent customer satisfaction through quality service supervision.

Data Analyst Intern at World Agriculture Forum (2025-01 – Present)

• Analyzed customer and economic data to identify behavioral trends and service improvement opportunities.
• Built dashboards to track engagement and performance metrics.

Data Analyst Intern at Welup Digital Academy (2025-01 – Present)

• Developed reports and dashboards to track user engagement and program effectiveness.
• Supported data-driven decisions that improved user experience.

Diploma in Data Analytics – Welup Digital Academy (2025)

Bachelor in Technology – Ladoke Akintola University of Technology