Elizabeth Adesanya

About the Candidate

EXECUTIVE SUMMARY

Detail-oriented and versatile Business Analyst/ Customer Service Specialist with over 10 years experience from service delivery enterprise (Banking) with focus on customer satisfaction, revenue generation, requirements and design, continuous improvement, problem solving, critical thinking and proven experience working with stakeholders and development team in both agile and waterfall environment to proffer solutions and recommendations to client’s business needs applying best practices.

TECHNICAL AND SOFT SKILLS

·        Collaboration tools i.e Jira, Confluence, Trello, Lucidchart, MS Visio, Canvas, Mural, Microsoft Office and suite

·        Customer Relationship Management (Salesforce)

·        Proficient in Agile/Scrum

·        Analytical thinking and problem solving

·        Good oral and written communication

·        Interpersonal

·        Great team mate who strives in team working environment

·        Excellent at multitasking and managing different tasks

·        Great time management with ability to work with strict deadline.

PROFESSIONAL WORK HISTORY

Business Analyst                                                                                                          May 2022 (Contract)

BlackTech Hub, Ontario, Canada

·        Collaborated with development team to create user stories, acceptance criteria and test cases which help in moving from manual process to                      automating system and increasing revenue for my client.

·        Supported the Product Owner to prioritize requirements in the product backlog, involved in sprint planning, daily scrum, sprint retrospective

and review.

·        Attended requirements elicitation sessions with stakeholders and also documented the requirements.

·        Implemented automation system for Hotel Reservation which eradicated the use of paper-based process and in turn increased revenue and improved customer satisfaction loyalty by 30%.

Salesforce Administrator                                                                                                                 Nov 2021 to Feb 2022

 

Incloud Business Solutions Quebec, Canada

·        Participated in requirements elicitation meeting and also provided support to the Financial Services Cloud team.

·        Created profile, fields, page layouts, workflow, reports and dashboards.

 

Technical Support/Customer Advisor                                                                                        May 2021 to Nov 2021

Concentrix Technologies Limited, Quebec, Canada

·     Resolved customer’s issues using Salesforce application to document cases and proffer lasting solution with positive feedback.

·     Updated and engaged with customers whilst providing accurate information of issue at hand which in turn increased my quality rate to 90%.

·     Resolved 80 tickets per week at start, by the end of November the total processed tickets increased to 150.

 

Financial/Customer Service Advisor                                                                                         Oct 2018 to April 2021

Alorica Inc., Quebec, Canada

·     Analyzed customer’s accounts to determine the best collection techniques.

·     Provided exceptional customer service experience which increased quality rate to 90%.

·     Negotiated payment plans and advised customers on alternative payment options which increased revenue collection from 50% to 75%.

 

Team Lead, Customer Service                                                                                     June 2013-April 2018

First Bank of Nigeria Limited

·     Managed over 10,000 accounts and investments which in turn generated over $200,000 monthly deposits.

·     Led and managed Customer Service team consisting of four specialists to reduce customer complaints.

·     Collaborated with business stakeholders during the migration from the old Internet Banking platform to the new solution.

·     Marketed various banking products such as ATM Card, Mobile Banking and First Online which generated revenue of over $20,000 monthly.

 

Business Process Analyst/Foreign Operations                                                                         Feb 2009-June 2013

First Bank of Nigeria Limited

·     Participated in developing the business requirements documents for processing Money Transfer Payments such as Western Union, MoneyGram and Ria.

·     Worked closely with Business Process Unit to define detailed specifications for Processing Application for Business and Personal Travel Allowances..

·     Supported project team with the implementation of Bureau De Change new application and over $30,000 income was generated monthly.

 

Administrative Analyst                                                                                                            Jan 2003-Jan 2009

First Bank of Nigeria Limited

·     Collaborated with key stakeholders in Treasury Department and Foreign Operations to organize meetings.

·     Prepared Agenda, Minutes of meetings and reports.

·     Custodian of various documents in Treasury department and ensuring proper filling are maintained.

·     Served as Liaison Officer between Treasury and other departments to ensure that correspondence were timely. delivered which led to effective

collaboration among internal stakeholders.

EDUCATION

·        Master of Business Administration (MBA) – International Business Management            2004 2006

Lagos State University (LASU) Nigeria

·        Bachelor Degree in Secretarial Administration                                                                           1996-2001

Yaba College of Technology, Lagos State, Nigeria

 

CERTIFICATIONS AND TRAINING

·        Professional Scrum Master (PSM 1) Certification, Scrum.Org, June, 2022.

·        Professional Development Certificate in Business Analysis, McGill University, 2021-2022.

·        Salesforce Certified Administrator SCA, 2022.

·        Salesforce Trailhead Super badges: Security Specialist, Lightning Experience Report and Dashboard specialist, Business Administration specialist, 2021-2021.

VOLUNTEER/INTERNSHIP

Project Lead

Local Grown Salads                                                                                                                              August-Sept 2022

·        Supported and worked collaboratively with Sales team in developing documentations for sales funnel that
help promote and generate leads.

 

Salesforce Administrator                                                                                                                     March-May, 2022

Talent Stacker Salesforce Career Development Program

·        Configured Salesforce Security, ongoing maintenance, structuring of roles, profiles, permission sets and sharing Settings for automated tracking system.