Project: Delivery of the Digitalized Client Experience Platform (CXP) • Collaborated with cross-functional teams to gather and document detailed requirements for the digital platform project (CXP), ensuring alignment with business rules, validations, business objectives and client needs. • Championed the creation and prioritization of user stories and product backlog items, ensuring clear communication of requirements and expectations to the delivery team. • Facilitated sprint planning, backlog refinement, and daily stand-ups to support the scrum framework and ensure timely delivery of project milestones. • Performed root cause analysis on recurring issues, recommending process improvements to prevent future occurrences and enhance overall platform stability. • Participated in the user acceptance testing (UAT) validating that the new functionalities and features met business requirements, accessibility and quality standards before release. • Championing the implementation of digitalized platform led to an increase in the 360˚ customer management of all business partners as well as the overall business revenue. • Boosted sales efficiency through implementation of digitalized platform, optimized processes, enhanced lead management, and improved customer relationships for streamlined workflows.

Projects: Integration and customization of an advanced scheduling app Oct 2023- Jan 2024 • Supported the project team on the end-to-end Integration and customization of an advanced scheduling app, automating repetitive tasks and reduction of administrative workload by 85%. Deployment of IT Solutions to create a unified view of customer data, improve sales and support processes. Improvement of internal collaboration and using Declarative coding and Flow Automation. This also led to over 50% increase in schedule management efficiency and communication. • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement. • Professionally managed schedules and addressed escalations to a successful conclusion, leading to a 100% facilitators’ compliance with the newly implemented system and better commitment to client’s business. • Created business process models, specifications and use case diagrams to guide the technical team into a clear understanding of the technical requirements for the solution. • Participated in integration testing activities before a release goes to production. also coordinated testing with third parties (vendors) as required for support issues or upgrades. • Facilitated JAD sessions with business and development teams to define solutions, as well as to review schedule, status, issues, risk, and change management status of requirements. • Developed process maps, on-screen mock-ups, customer journey maps, and wireframes for stakeholders. • Collaborated with the OCM team for the development of a set of actionable and targeted organizational change management plans – including business impact assessments, stakeholder engagement, and resistance/coaching plan. • The advanced scheduling app resulted in slashed repetitive tasks, automated notifications, and reduced administrative workload by 45%. It ensured fewer missed deadlines by automating role reassignments.

• Assessed and evaluated the health, stability and creditworthiness of businesses applying for facilities through financial statement analysis.• Successfully conducted commercial credit underwriting functions, resulting in a 10% increase in approved credit limits for clients.• Evaluate financial ratios, trends, and other relevant financial indicators to identify potential risks and opportunities associated with extending credit.• Implemented a more efficient requirement-gathering process that reduced turnaround time by 15%.• Led the analysis of a high-risk portfolio, identifying potential issues early and saving the company from potential losses.• Collaborated with relationship managers on deals to gather information, clarify requests and ensure 100% compliance with regulatory and policy requirements.• Enhanced the credit risk assessment process, increasing the portfolio's profitability by 12%. • Conducted thorough due diligence on existing and prospective borrowers, including reviewing historical financial performance, conducted background checks, and verified the accuracy of the provided information. Identified any potential red flags or discrepancies that might impact credit decision-making.• Played a pivotal role in maintaining a positive work environment and received recognition for outstanding teamwork.

• Developed a business plan for the organization.• Successfully gathered and prioritized requirements for a non-profit social enterprise project, contributing to the successful launch of a desired initiative towards grief.• Proposed and implemented process improvements that reduced project costs by 10% and increased efficiency.• Conducted surveys that resulted in a 20% improvement in project alignment with business expectations.• Facilitated a knowledge-sharing session for team members, leading to improved collaboration and a 15% increase in productivity.

• Successfully delivered solutions for 25+ projects, achieving a 95% client satisfaction rate.. Successfully identified and documented requirements for 40+ projects, resulting in a 25% improvement in project alignment with business objectives.• Implemented CRM strategies that maintained a 90% customer retention rate and increased new customer acquisition by 15%.• Created and refined user stories, improving team understanding and project deliverable quality by 30%.• Facilitated 200+ Scrum ceremonies, enhancing team productivity by 25% and ensuring timely project delivery.. Conducted training for 50+ students and staff, achieving a 90% satisfaction rate and enhancing process adherence by 15%.