Business Analysis, Business Process Improvement, Business Strategy, Energy, Research, Customer Experience and Relationship Management, Data Analysis and Management
Funmilade Olatunji
Summary
A highly skilled and enthusiastic Business Analyst professional with experience working on administrative, customer experience management, audit, advertising and strategy operational projects. Works with stakeholders to create a clear, easy to follow procedure while documenting relevant business processes. Experienced Business Analyst with over 5 years of experience in diverse domains. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Business Analyst
Federal Ministry of Health
Lagos
06.2017 - Current
- Working as a business analyst on office renovation and office maintenance projects for the Forensic science laboratory and the Lagos State Liaison Office of the Federal Ministry of Health
- Organizing, managing & facilitating meetings and brainstorming sessions with stakeholders of the business in order to identify, clarify and document business needs and requirements and create a project scope within budget
- Managing process mapping and eliciting requirements for implementation of process plan to achieve business objective
- Communicating business information and interacting directly with the technical service team such as the food service providers, transportation team, cleaning staff, security personnel etc
- To ensure they understand the requirements
- While providing answers to their questions and taking feedback on issues back to the business to ensure that technical implementations meet the business requirements
- Working with various business units and stakeholders in building monthly and quarterly budgets and forecasting expenses and losses related to office maintenance in the future
- Facilitates weekly reports and feedback to the stakeholders and business as per agreed timescales.
Business Strategy Analyst Intern
Forte Oil Plc
Lagos
02.2017 - 06.2017
- Worked as a research and business strategy analyst on the company’s performance scorecard project
- Elicited requirements and gathered information used in monitoring and assessing business performance for the year
- Worked as an intern member of the strategy team, organizing brainstorming sessions used in determining matrix for assessment of the company’s performance scorecard
- Conducted feasibility study to identify possible options and their impacts; brainstorming sessions with other Business Analysts to identify possible solutions to business requirements
- Documented project risks, lessons learned and knowledge base articles to increase future project execution efficiencies
- Assisted Project Manager on project initiatives to contain scope and deliverables
- Produced all relevant documentation by utilizing the ideal MS Office Suite applications and document analysis to capture, maximize and analyze critical thinking, develop detailed project plans; gather requirements from project stakeholders, develop efficient work breakdown structures and establish reasonable milestones
- Successfully worked as an analytical and key research support for the team throughout the period of the project
- Assisted the Head of Strategy in facilitating preliminary collaborative sessions with group leaders to identify business goals and requirements, define opportunities, create technology roadmaps, document and maintain business and technical requirements as related to portfolio management, return on investments amongst others.
Customer Experience & Sales Business Analyst
Jumia Nigeria
Lagos
11.2014 - 12.2015
- Worked as a Customer Experience management analyst on Customer issue resolution & User experience projects focusing on improving Customer service experience, increasing Customer retention and increasing Profit margins
- Carried out issue analysis through investigating & obtaining customer experience information from poor survey reviews
- Demonstrated strong interpersonal and consultative skills in eliciting requirements via interviews, surveys and questionnaires, prototyping, requirements workshops, focus groups, observation, brainstorming and task/workflow analysis
- Identified process failures and recommended solutions to pending issues to improve service experience
- Translated elicited information into a requirement document such as Zendesk and OMS so as to highlight common problem areas using quantitative data and customer suggestions for improvement
- Worked on breaking down these issues into cases and provided support to stakeholders for implementation and project delivery
- Enhanced the Customer Relationship Management (CRM) system by eliciting requirements, drawing out information from customers and providing solutions to customers’ needs
- Compiled the feedback from Customers into the company’s requirement management tool/repository and communicated requirements and feedback information to stakeholders
- Worked with Team Leads, QAs and Operations in implementing new and modified customer service response and issue resolution scripts and processes across all response channels in order to improve overall customer experience
- Increased profit margins, cut costs and improved customer experience by upselling company’s products and services to customers and solving customers’ issues within reduced periods of handling time (AHT) and reduced response time in daily operations as agreed upon in the Service Level Agreement (SLA).
Audit Analyst
Ikeja Local Government
Lagos
11.2013 - 11.2014
- Project Brief: Stock keeping, documentation and updating of files responsibilities as required during National Youth Service Programme (NYSC)
- Effectively acted as a liaison between various teams including the Customers, Vendors, Business, Accounts and IT departments
- Proof read, sorted, documented and safekept important business information and documents
- Took note of new information and communicated such information to stakeholders via memos and notices within the business
- Assisted the Chief Audit Officer in managing and maintaining all change requests by utilizing change management procedures.
Client Service and Advertising Business Analyst
TaxiAD International Services Ltd
Lagos
02.2014 - 04.2014
- Working as a business analyst to create online media presence for the business in order to improve sales and working to translate magazines from German to English language for the benefit of other business projects
- Elicited requirements through meetings with stakeholders, shadowing and observation
- Acted as liaison between stakeholders, project manager and development team on simultaneous projects, coordinating problem resolution strategies to improve procedures and resource control
- Participated in stakeholder meetings from creation of initial project charters through project planning, execution and monitoring phases
- Created a project scope document to help guide the process of creating company social media accounts on Facebook and Twitter
- Drew up daily content for the business pages on Facebook and Twitter and documenting the accounts of daily profile visits, engagements prospective, returning and new customers gotten form these posts and sales translated
- Provided feedback via one on one meetings and weekly reports via emails to the stakeholders to keep them up to speed on the progress made so far.
Education
Master of Science - Energy Economics (Energy Studies)
University of Ibadan
Ibadan, Oyo, Nigeria. 01.2016 - 10.2018
Bachelor of Science - Economics
Babcock University
Ilishan-Remo, Ogun, Nigeria 09.2009 - 06.2013
Senior School Certificate -
West African Senior School Certificate
Abeokuta 09.2005 - 08.2008
Skills
Analytical and critical thinking skillsundefined
Certification
CBAP (In view)
Interests
Timeline
Business Analyst
Federal Ministry of Health
06.2017 - Current
Business Strategy Analyst Intern
Forte Oil Plc
02.2017 - 06.2017
Master of Science - Energy Economics (Energy Studies)
University of Ibadan
01.2016 - 10.2018
Customer Experience & Sales Business Analyst
Jumia Nigeria
11.2014 - 12.2015
Client Service and Advertising Business Analyst
TaxiAD International Services Ltd
02.2014 - 04.2014
Audit Analyst
Ikeja Local Government
11.2013 - 11.2014
Bachelor of Science - Economics
Babcock University
09.2009 - 06.2013
Senior School Certificate -
West African Senior School Certificate
09.2005 - 08.2008
CBAP (In view)
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