Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Victor-Akwaowo Akpawan

Calgary,AB

Summary

Insightful Performance Analyst known for high productivity and efficient task completion. Specializing in data analysis, performance metrics interpretation, and process improvement strategies. Excel in problem-solving, communication, and adaptability, making complex information accessible and actionable. Bring focus on enhancing operational efficiency and supporting strategic decision-making through analytical insights.

Overview

11
11
years of professional experience

Work History

Performance Analyst

TELUS Communications
Calgary, AB
02.2022 - 05.2025
  • Conducted exploratory data analysis on large datasets to identify trends and insights using SQL.
  • Created and automated a process with an interactive dashboard for technician vacation entitlements to identify incorrect entitlements, which saved the company over $78k annually in April 2024.
  • Created and automated a process with an interactive dashboard for all field technician requests for better tracking and visibility, which saved the company over $93,000 annually in July 2024.
  • Transitioned and automated a process/dashboard on a new, reliable platform, which saved the company over $15,000 annually in November 2024.
  • Troubleshot and fixed bugs in over 100 reports managed by me.
  • Migrated over 100 datasets from Microsoft Cube Cloud to Google Cloud Data Warehouse in 2025 to save the company costs worth over $500,000 annually, and to obtain more reliable data promptly for our 60 dashboards.
  • Presented analytical findings to stakeholders, providing recommendations based on data-driven insights

Customer Commitment Clerk

TELUS Communications
Calgary, AB
05.2016 - 02.2022
  • Managed and ensured that jobs are virtual for a better, safer customer experience.
  • Actioned all customer experience and field requests to ensure a maximum yield of customer appointments.
  • Improved workforce availability by managing technician schedules and requests.
  • Actioned customer escalation to ensure an excellent customer experience.
  • Contacted customers daily for cable repair updates and for sooner available dates.
  • Managed daily and future workload to drive maximum efficiency and meet customer expectations.

Data and Network Assistance

TELUS Mobility
Calgary, AB
01.2014 - 05.2016
  • Provided excellent, customer-focused service.
  • Apply appropriate resolutions to guarantee one-call resolution.
  • Active participation in sessions to provide feedback and enhance spirited teamwork.
  • A self-starter with a great ability to embrace change while keeping customers first.
  • Completed and initiated the Customer Experience Blueprint with an innovative, excellent customer-first experience.

Education

Bachelor of Science - Computer and Information Systems

DeVry Institute of Technology
Calgary, AB

Skills

  • Data analysis
  • SQL programming
  • Dashboard development
  • Data visualization
  • Process automation
  • Cloud migration
  • Problem solver
  • Critical thinker
  • Google BigQuery
  • Google Looker
  • Google Looker Studio
  • Excel
  • Tableau
  • 8 years of experience in information technology
  • 10 years of progressive customer service experience

Affiliations

  • Competitive Powerlifter with several provincial and national records, representing Canada 2x in the World Powerlifting Championship

Accomplishments

  • 2015 Quarter 3 Client Accolade Award receipient

Timeline

Performance Analyst

TELUS Communications
02.2022 - 05.2025

Customer Commitment Clerk

TELUS Communications
05.2016 - 02.2022

Data and Network Assistance

TELUS Mobility
01.2014 - 05.2016

Bachelor of Science - Computer and Information Systems

DeVry Institute of Technology

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Victor-Akwaowo Akpawan