Summary
Overview
Work History
Education
Skills
Tools
Certification
Timeline
Manager

Anita Oghenakhogie

Buisiness Analyst
Lagos,Lagos

Summary

I am an enthusiastic Business Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills.

I have clear understanding and experience in Customer experience, Products managerment and Business Analysis. I am motivated to learn, grow and excel in the technology space.

Overview

4
4
years of professional experience
5
5
years of post-secondary education
2
2
Certifications

Work History

Business Analyst/Associate Product Manager

Metro Africa Xpress
Lagos
03.2020 - Current
  • Facilitated deployment of the delivery feature to the MAX app, thus enabling the organization pivot from ride hailing to delivery service during a government policy change that affected the original business model.
  • Word closely with product managers/as a product manager to ensure there is a properly refined products backlog at all times
  • Maintain high quality standards by QA testing products before release to users
  • Gather and document product requirements for product teams to ensure user centric product development
  • Documentation of products requirements, issue logs for the product
  • Develop test scripts, conduct functional and regression tests to ensure delivery of high quality products
  • Liaison between stakeholders and the development team to ensure expectations are met.
  • Providing training, coaching, and onboarding to new members of the team and organisation at large.


Customer Experience Officer

Metro Africa Xpress
02.2019 - 03.2020
  • Drove customer retention ensuring all matched ride requests were completed without any hindrances
  • Resolved unsuccessful ride requests by providing options to riders, leveraging information from mapping tools to match riders with nearby drivers further increasing completed rides
  • Maintained a record NPS score of 9 by responding to customers’ enquiries via multiple contact channels.
  • Championed user experience research by liaising with the products team and providing feedback on customer requests thus improving user centric product development
  • Documented all frequently asked questions received by the customer success team thus providing a knowledge bank for new team members
  • Trained and motivated new tem members on daily routines to sustain high customer satisfaction

Relationship Officer

Access Bank Plc
Lagos, Nigeria, Nigeria
05.2016 - 08.2017
  • Managed a customer base of Small and Medium-sized Enterprises (SMEs) and personal bank accounts
  • Ensured reactivation of churned customers and acquired new customers for the bank
  • Up sold and cross sold additional bank’s products and services to prospective and existing clients
  • Monitored accounts carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
  • Liaised with clients by phone, email and text messaging to meet client needs and define expectations.

Education

Bachelor of Science - Microbiology

University of Benin
04.2010 - 11.2014

Skills

Release planning

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Tools

Jira

Confluence

Slack

Zoom

Draw.io

Microsoft Office

Gsuite


Certification

Business Analysis Fundamentals (Udemy)

Timeline

Business Analysis Fundamentals (Udemy)

04-2020

Product Masterclass: How to Build Digital Products (Products School)

04-2020

Business Analyst/Associate Product Manager

Metro Africa Xpress
03.2020 - Current

Customer Experience Officer

Metro Africa Xpress
02.2019 - 03.2020

Relationship Officer

Access Bank Plc
05.2016 - 08.2017

Bachelor of Science - Microbiology

University of Benin
04.2010 - 11.2014

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Anita OghenakhogieBuisiness Analyst