Bernard Abatan Email & Phone Number

Sheffield, England, United Kingdom

Reviewed and delivered a newly acquired Salesforce Service Cloud CRM Solution, Implemented unique business management processes and top-notch business service standards.Role:• Produced and owned the end-to-end business requirement documents, applying high-quality documentation processes using industry standard tools and techniques.• Analysed and mapped the business process flow, collaborated with cross-functionally teams to review, optimise and improve customer onboarding processes. • Strategically evaluated business change, defining current and future states, risk and business case, delivered financial and functional value to the business. Key Achievement:Successfully reviewed current client service management system to streamline and improve customer onboarding processes and lead scoring system which led to a 20% increase in bookings and sales conversions.

United Kingdom

Key Achievement:• Successfully implemented the required changes and delivered new Digital Cloud Salesforce CRM Solutions which optimised the efficiency of the business processes 2 weeks ahead of timeline, while achieving a 30% delivery cost savings for the Business. • Engaged with the stakeholders to understudy the existing business process and practices. Developed the AS-IS process flow and validated policies and protocols with the business, documented the TO-BE process flow and supervised its execution.• Interfaced between the stakeholders and the supplier to proffer reliable backup storage solution to enable seamless migration of customer data from the legacy system to the newly acquired digital cloud salesforce CRM. • Collaborated with the Product Owner to refine the user stories within the backlog and prioritized requirements based on values and importance to the product and vision in Jira and Confluence and oversaw its implementation by the development team.

United Kingdom

• Effectively introduced higher standards for customer service and increased efficiency by streamlining operations.• Communicated with clients and industry professionals to maintain complete all current working knowledge.• Resolved concerns with products and services to help with client retention and drive sales.• Promptly reviewed technical issues within operations and business management to solve problems and improve company outcomes. • Developed and implemented policies and procedures for ticket management, troubleshooting, and service including SLAs for the helpdesk.

Lagos, Nigeria

• Collaborated with the Finance Team to understand and to assist with the refining of their processes.• Supported the business by overseeing the implementation, maintenance, and optimization of the Oracle Fusion for finance application.• Worked closely with the team to clean and upload the different Payables, Receivable, Cash and Assets data on the CRM to enable a simple presentation of finance reports which improved stakeholder ability to view and project future finance goals.• Successfully analyzed the company's past 12-month finance record to provide helpful monthly finance projections that led to the achievement of its financial milestones and goals.• Worked closely with the business stakeholders, contractors, and suppliers to continually drive collaboration and improve customer experience.

Murtala Muhammed Airport, Lagos.

• Facilitated meetings and workshops to identify the needs of business and to conduct requirement elicitation and documentation, liaising with Business Stakeholders to develop a framework and process to retain existing customers while encouraging the reinvestment of their existing contributory funds into the business. • Analyzed business process, developed current As-Is process model diagram, improved process flows and identify opportunities to increase productivity, and reduce costs, documented a To-Be process model diagram, validated and implemented the improved process.• Supported the the Product Team to refine the user stories within the backlog and prioritized requirements based on values and importance to the product and vision in Jira and Confluence. • Gathered data on business operations and analyze it to identify patterns and trends that can inform strategic decisions.• Worked with stakeholders to develop innovative solutions to business problems. Assisted QA team in developing and reviewing test cases and clarifying requirements to ensure complete requirement coverage.

Lagos State, Nigeria

• Oversaw supply chain contract from tender to award.• Managed supply chain contract by reviewing performance and follow through with interventions.• Implemented a strategic plan that led to increased fleet capacity, decreased cost, and improved profit through efficient planning.• Performed daily updates of product trading in SAP and processed all eligible shipment cost for all delivery documents. • Operated within established budgets, forecasts, cost objectives and service levels to control expenses.• Participated in emergency planning and response, including incident investigation to ensure thorough root-cause analysis and comprehensive corrective action.