Marvin Otieno

April, 2015 – April 2023: Data Analyst, StarTimes Media (Kenya) Company Limited.

• Addressed all data analysis and reporting needs in StarTimes ensuring timely, accurate and comprehensive reporting while empowering strategic decision-making by unravelling the insights within data.
• Leveraged the prowess of SQL, Excel, Power BI and Tableau to navigate vast datasets, uncovering trends, patterns, and predictive models that propelled business growth.
• Designed and implemented a series of dashboards and data visualizations that effectively communicated key trends and insights to executive leadership, leading to data-driven decision making and improved business performance.
• Collaborated cross-functionally, lending expertise in data analysis and reporting to call center, business halls, marketing, sales, advertising and the maintenance department, enhancing operational efficiency and decision-making.
• Provided data-driven insights to support business hall operations, optimizing customer service strategies, and identifying areas for improvement by revealing patterns and trends, enabling data-informed decisions regarding inventory management, resource allocation, and process optimization.
• Collaborated closely with call center operations teams, aligning staffing requirements with call volumes and business objectives through meticulous data analysis.
• Leveraged data-driven strategies to optimize workforce allocation, ensuring efficient staffing levels, minimizing wait times, and maximizing customer satisfaction by seamlessly integrating workforce management systems with data analysis processes thus harmonizing operational efficiency.
• Developed forecasting models and performance metrics to assess call center productivity, enabling proactive adjustments and resource allocation for peak efficiency.
• Nurtured a culture of continuous improvement, implementing data-driven initiatives to enhance agent productivity, reduce attrition, and improve customer experience.
• Collaborated with the maintenance department to identify equipment performance trends, optimize maintenance schedules, and minimize downtime.
• Collaborated closely with the marketing team, leveraging data analysis techniques to measure campaign effectiveness, identify target audience segments, and optimize marketing strategies.
• Transformed raw data into a valuable compass, guiding marketing campaigns, customer segmentation, and pricing strategies with precision and impact.
• Provided actionable insights to support sales initiatives, optimize revenue growth, and enhance customer satisfaction.
• Assisted the advertising department with data analysis to evaluate the performance and reach of advertising campaigns, enabling data-informed decisions on media buying and optimization.
• Supported the content team by analysing viewership patterns, engagement metrics, and user feedback to inform content acquisition, programming decisions, and audience engagement strategies.
• Proactively identified opportunities for data-driven improvements across departments, proposing actionable solutions to enhance operational efficiency, customer satisfaction, and overall business performance.
• Implemented data governance and quality assurance processes to enhance data integrity, data privacy, and data security.
• Championed efficiency through process optimization, automating workflows and streamlining data analysis, resulting in improved productivity and time saving.
• Conducted ad-hoc data analysis and provided timely insights to address urgent operational challenges, supporting critical decision-making in dynamic environments.

Bachelor of Science Degree