IMONIKHE AYENI

I am a  research assistant at Cardiff Metropolitan University. I have strong expertise in health, sales and customer satisfaction research using Python, machine learning algorithms, SPSS and Tableau.

I also have over 10 years of experience in sales and customer service management with two prestigious banks. I am seeking data analytics, sales cum customer service roles. 

Cardiff Metropolitan University

Research Assistant (Casual)

 2023-05 to Present

• Adhering to research ethics and laws.
• Assisting in collecting data through various methods such as surveys, questionnaires, interviews, observations, or experiments.
• Organizing and managing research data, including data entry, data cleaning, and maintaining data confidentiality. Using python and tableau prep for data cleaning and pre-processing.
• Conducting comprehensive literature reviews to identify relevant studies and theories related to the research topic. 
• Collaborating with other researchers to develop experimental protocols, including designing stimuli, creating experimental materials, and coordinating data collection procedures.
• Participating in data analysis activities, which often involve coding qualitative data, conducting statistical analyses and visualisation using python, machine learning ,SPSS and tableau
• Assisting in the preparation of research reports, manuscripts, and presentations.
• Providing general administrative support, such as organizing research materials, scheduling participant appointments, and assisting with logistical arrangements for data collection or research events.

ACCESS BANK PLC

Customer Service Manager

 2022-09 – 2023/01

• Ensure  maximum customer  satisfaction,  by managing the effectiveness of branch facilities that customers interact with,

            by resolving customers’ transaction and banking service issues.

• Delivered on the bank’s strategic plans for customer growth, by creating new business relationships through strategic prospecting and building also on referrals
• Creation of quality risk assets. Improved the returns on business loans disbursed to small businesses, by providing business advisory to those loan customers
• Deposit mobilization and focusing more on low cost fund for better profitability

ACCESS BANK PLC

         Relationship Officer

         2019-11 to  2022-09

• Delivered on premium customer service by providing accurate and relevant financial advice to both personal and corporate customers.
• Recognizing the major customer complaints by developing meaningful rapport with the customers, and providing prompt resolutions
• Ensured achievement of branch’s sales goals, by developing the target customer’s competencies in bank’s IT products i.e. meeting targets on regional Point of Sale (POS) adoption by the unbanked population in the Benin City metropolitan area. Also, ensured an optimal distribution of POS terminals across the region, to the customers (POS merchants.
• Drove the increase of POS merchants by collaborating with other Account Officers to profile prospective customers for the product and reactivate inactive POS terminals.
• Reported on monthly activities and performance of the branch’s regional operational performance

DIAMOND BANK PLC

2015-09 to -2019-04

PERSONAL BANKING OFFICER (SALES and SERVICE)

• Answering questions about account types and banking products, such as money market accounts, loans, and credit cards.
• Acknowledging customer complaints and providing prompt resolutions
• Detailing the bank’s products within a segment to enlighten the benefits and selling it.
• Cross-selling and up-selling to ensure revenue optimization 
• Check on the status of customer accounts and track cheques and payments

DIAMOND BANK PLC

2013-10 to 2015-09

ACCOUNT OFFICER. BUSINESS DEVELOPMENT UNIT

• Sourcing for new and profitable relationships 
• Deepening existing business relationships and understanding customer’s financial affairs
• Networking and profiling customers
• Account monitoring 
• Risk asset creation 
• Deposit mobilization

GUARDIAN NEWSPAPERS LIMITED, LAGOS

2011-04 to 2013-10

Editorial Staff (Property and Environment Desk)

• Sourcing for news
• Covering events and functions on behalf of The Guardian
• Writing stories and articles
•  

PUBLICATIONS

Monday Ohi Asikhia and Imonikhe Ayen (2009), “Urban Infrastructural Provision as a Means of  Enhancing the Quality of Life in Benin City”, Benin Journal of Social Sciences, Vol. 17, No. 1, pp 128 -138,

Master of Science, Data Science (in-view)

Cardiff Metropolitan University, Cardiff, Wales

Master of Science, Geography and Planning.

University of Lagos, Akoka, Lagos (Ph.D Grade, 4.21)

Bachelor of Science, Geography and Regional Planning, 

University of Benin, Benin City. Second Class Upper Division.