J A Email & Phone Number

Halifax, Nova Scotia, Canada

• Managed and delivered a retail ERP system for a client in the retail sector • Delivered Use Case Diagrams, Business Requirement Document, Functional requirements document, User Stories, EPICS, UAT document, Training Guides & Demos for assigned projects • Managed Product Backlogs effectively with internal and external grooming sessions. Using Jira and Kanban boards• Prepared and documented test cases and test plan documents for User Acceptance Testing (UAT), System Integration Testing (SIT), Regression testing, and documented test scripts for testing.• Wrote process change requests for any enhancements or custom changes to the existing process and worked with the solutions architect to deliver on any new or enhanced system architecture• Prepared & presented project recommendations to stakeholders; Continuously manage key stakeholders’/clients’ expectations.• Used the AS-IS and TO-BE business techniques to analyze gaps between existing systems with the view to proposing new systems to contribute to the achievement of the business objectives

Halifax, Nova Scotia, Canada

• Delivered 1st & 2nd level technical support for customer’s power-related issues.• Managed incidents and service requests effectively as a customer service agent leveraging active listening and communication skills.• Fostered customer retention by maintaining a calm and friendly disposition, empathizing with agitated & irate customers while offering tailored troubleshooting for speedy resolution.• Led customer education initiatives by providing instructional and training for new hires • Collaborated with team members and other support groups through knowledge sharing to speed up incident investigation and problem resolution

Lagos, Nigeria

Led several bank operational management and Improvement processes aimed at customer satisfaction, new customer acquisition, and customer retention.Used different tools and techniques to gather, review and understand client issues related to operational activities, took feedback, and worked collaboratively with other internal stakeholders to improve user experience on all our customer touchpoints.

Lagos, Nigeria

• Managed the implementation and delivery of two(2) SDMO power generating diesel plants for the biggest telecommunication company. • Managed the entire lifecycle of the project, and performed quality, operational schedule, and cost to meet clients’ satisfaction.• Prepared and documented test cases and test plan documents for User Acceptance Testing (UAT), System Integration Testing (SIT), Regression testing and documented test scripts for testing.• Wrote process change requests for any enhancements or custom changes to the existing process and worked with the solutions architect to deliver on any new or enhanced system architecture• Prepared & presented project recommendations to stakeholders; Continuously manage key stakeholders’/clients’ expectations.• Managed changes to requirements through impact analysis and evaluation on the project delivery while regularly communicating with stakeholders on business requirements