- Tech support for Quickbooks desktop software.- Assisted customers to troubleshoot issue(s) with their software in order to resolve them.- Assisted customers in reconciling their books.- Escalated issues that were beyond troubleshooting.

• Identified business stakeholders’ needs and objectives and developed a business analysis plan to define business and solution requirements. • Created change strategies and business requirement documents in coordination with the agile project team (product owner) and communicated to the product/project team for workflow planning and execution. • Created and managed process flows, diagrams, user stories/use cases, acceptance criteria, wireframes/mock-ups, and prototypes. • Performed User Acceptance Testing (UAT), quality assurance, and analyzed data. • Led a team of 5 members to successfully create a digital product, enabling the client to achieve strategic objectives and greater transparency with a projected break-even within 2 years of the initial investment.• Completed project ahead of schedule and reduced rework by 40% through the creation of project templates and improved sprint delivery outcome by 30%. • Supported Scrum Master/Product owner by facilitating daily scrum meetings, sprint planning, and review meetings.

• Delivered user and business-focused solutions, completing tasks on time to high-quality standards. • Collected, analyzed, and interpreted data. • Highlighted and resolved stakeholder issues, complaints, and inquiries. • Worked with the development team to create an online real-time bid request portal where branches can input their customers’ bid requests against the formerly-used manual process. This led to a significant reduction in the bid collation time by 3 hours. • Managed requirement elicitation and design definition process for the bills for collection unit; developed options targeting pain points expressed by stakeholders. • Reported on common sources of technical issues and recommended solutions to the product development team.

Worked within the foreign operations unit to help elicit and analyze the needs of the stakeholders to facilitate the processing and settlement of overseas bills such as tuition fees, medical bills, mortgage servicing, and all other services as allowed by the Central Bank of Nigeria. • Planned, facilitated, and coordinated interview sessions with key stakeholders to define functional/non-functional requirements and to remove uncertainties from the project work. • Built a strong understanding of the business need for solution definition by analyzing data and processes. • Generated documents such as epics, user stories, and information requirements for the product development team. • Built and sustained strong relationships with stakeholders at all business levels. • Managed requirement elicitation and design definition process for the invisible’s unit; developed options targeting the pain points expressed by the stakeholders which were adopted based on recommendations. • Introduced service solutions to address pain points and bridged the gap between Current As-is and Future-To-Be states, reducing delays in approving invisible requests by 46.5%.

• Reviewed and analyzed client relationships and their needs to introduce a broad range of customized financial solutions that provided profitable returns to the bank with minimal risk exposure. • Wrote credit facilities/loan requests to assist customers in obtaining credit lines. • Provided highly personalized services to private clients, managed their day-to-day banking relationships through physical and telephone contact, and delivered exceptional service and needs recognition to address customers’ pain points.• Resuscitated, retained, and increased revenues from dormant, current, and new private banking relationships thereby meeting and surpassing my financial target in terms of liability before the end of the financial year. • Increased the pool income of the branch which in turn affected the bottom line (the bank).