Kelechi Ejelonu-Victor Email and Phone Number
I am a dedicated business analyst with a proven track record in the financial services sector, seamlessly blending sales expertise and operational acumen. My journey began as a sales executive, but my passion truly ignited during my tenure in complaint resolution, where I transformed challenges into opportunities for creating seamless and positive customer experiences.In the dynamic realm of customer experience, I excelled at meticulously mapping customer journeys, identifying pain points, and crafting innovative solutions to enhance product interactions. This innate curiosity naturally led me to business analysis, leveraging my background as a customer service experience manager.As a business analyst, I thrive on meticulously mapping customer journeys, pinpointing pain points, and crafting innovative solutions to transform product interactions from arduous to memorable. I excel at gathering stakeholder requirements and translating them into tangible improvements for businesses and their customers. My core competencies include:-Mapping processes to identify pain points, opportunities, and actionable solutions.-Spearheading the optimisation of operational processes and SDLC, with direct reporting to management.-Analysing and translating complex data insights into compelling narratives that guide informed decision-making.-Engaging and managing stakeholders at all levels, ensuring alignment and buy-in.-Collaboration across teams, and business leaders, fostered effective communication and shared goals to embed customer-centricity into every facet of the organisation.In the course of my career as a business analyst, I have; -spearheaded the development and implementation of the development of data warehouse.- Enhancement and optimisation of a SAAS database-Development of an HR chatbot that enhanced employee profitability by 25%, and reduced waiting time by 60%. -Automated pre-signed statements, which reduced waiting times by 42% and improved operational efficiency by 32%. -Oversaw data migration to the Cloud, increasing employee efficiency and performance by 56%., -Orchestrated an automated revenue collection process that resulted in a substantial revenue surge.I hold a master's degree in business administration (human resources management), am a recipient of the Sunderland University Professional Awards 2023, and am a proud member of the Chartered Management Institute.I am passionate about continuous personal development and am eager to acquire new skills, share knowledge, and collaborate with others to achieve positive outcomes.
Nhs Business Services Authority
View- Website:
- nhsbsa.nhs.uk
- Employees:
- 1941
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Benefits Support ManagerNhs Business Services AuthoritySunderland, Gb
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Senior Business AdministratorNhs England Mar 2024 - PresentEfficiently processing and documenting information: I ensure accurate and organised patient records, contributing to improved patient care and treatment outcomes.Providing essential support to practice staff: I manage clerical tasks, streamlining operations, and enhancing productivity.Maintaining continuity of service: I cover for staff absences and work overtime to ensure uninterrupted patient care and service delivery.Facilitating smooth appointment scheduling and establishing effective filing systems: I contribute to efficient practice management and patient satisfaction.Managing incoming and outgoing calls effectively: I enhance communication and coordination within the practice.Contributing to quality improvement initiatives: I participate in QOF, audits, and enhanced service data management, fostering continuous improvement of patient care standards.Ensuring accessibility and accuracy of patient records: I meticulously manage documents, facilitating timely access to crucial medical information.Enhancing the efficiency of record-keeping processes: I accurately scan patient-related documents, code and file them onto medical records, improving data integrity, accessibility, and governance.Facilitating seamless document management: I code and file source information appropriately, ensuring ease of retrieval for relevant personnel.Ensuring compliance with procedural requirements: I promptly scan incoming letters and internal documents, promoting efficient information flow and management within the practice -
Senior Business AnalystPmc Limited Nov 2023 - PresentLeicester City, England, United Kingdom
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Senior Business Development AnalystUniversity Of Sunderland Marketing Hub Oct 2022 - Feb 2024Sunderland, England, United KingdomAs a business development manager, I exceeded revenue targets, built strong client relationships, and expanded market share through strategic initiatives. I fostered business relationships and delivered exceptional service.As a business analyst team leader, my team and I were responsible for identifying areas of business improvement, analysing, and documenting business and user requirements, which helped with technical designs. I oversaw the software development lifecycle of an innovative chatbot categorisation system, transforming HR engagement with employees, and optimising HR functionality by migrating crucial employee data into the chatbot.Responsibilities• Worked in an agile team to understand and analyse user and business needs to ensure outcomes are aligned with business strategy focusing on HR process optimisation using Chatbot categorisation.• Elicited and analysed technical and business requirements, facilitated workshops, managed stakeholders, engaged business owners, and developed business process maps and data flows.• Simultaneously served as Scrum Master and Product Owner, fully participating in all Scrum meetings, including Daily Scrums, Sprint Planning, Review, and Retrospective.• Carried out testing against the functional design followed by business support and documentation on-release.• Successfully streamlined HR processes, resulting in a 45% increase in HR efficiency, a 60% decrease in employee waiting times and a 25% increase in organisational profitability.
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Business AnalystFederal Inland Revenue Service (Firs) Feb 2021 - Oct 2021Abuja, Federal Capital Territory, NigeriaLed a domain migration project focusing on website reconstruction and relocation to a new domain, driving digital transformation for enhanced customer self-service and intermediary engagement by participating in the design and implementation phases, ensuring the seamless provision of data analysis, mapping, and transfer components to support developers.• Planned and facilitated workshops with stakeholders and users to clarify user and system requirements and translated insights into precise business specifications and functional and non-functional requirements.• Conducted gap analysis leveraging an in-depth understanding of current and future business processes and application systems to ensure informed strategic decisions for process improvement and alignment with business objectives• Effectively documented business requirements and developed comprehensive step-by-step use cases, providing clear understanding among project and testing teams and facilitating efficient implementation. • Led integrated project teams, including internal and external stakeholders and offshore developers, in release planning and collaboratively refined requirements backlog, aligning with customer priorities for optimal project outcomes.• Actively engaged with the development team throughout the project's development phase to research, address enquiries, identify and resolve bugs, and mitigate technical roadblocks, ensuring smooth progress and adherence to project goals.• Established and maintained a robust testing plan within an iterative development framework, conducting thorough User Acceptance Testing (UAT) to ensure product alignment with user and business needs.Key Achievement:• Championed the successful implementation of an automated revenue collection process, culminating in a surge in revenue collection while reducing user waiting times. -
Customer Service ManagerGuaranty Trust Nov 2016 - Jan 2021NigeriaA customer-centric leader with a passion for service excellence. Driven by a deep understanding of customer needs and a proven track record of driving service improvements, I offer a unique blend of ethical leadership, operational expertise, and data-driven decision-making. My commitment to building high-performing teams and fostering a culture of customer focus for improvements in customer experience, efficiency, and satisfaction. I managed and led teams to jointly deliver a data migration project to cloud-based solutions. This was possible with skills such as stakeholder engagement, efficient CRM utilisation, performance review management, and product training initiatives•Led customer data migration project to cloud, spearheading a significant improvement in the overall customer experience, with a 78% increase in customer service.•Collaborated closely with cross-functional teams, optimised operational efficiency, eliminated bottlenecks, successfully reducing customer support costs by 30%.•Migrated customer data to a cloud platform, streamlining access and improving service efficiency by 20%.•Developed and coached teams to prioritize customer needs, resulting in a 15% increase in customer satisfaction scores. •Implemented training programmes focused on empathy, active listening, and problem-solving, leading to improved customer interactions.•Secured optimal contract terms that prioritised customer service metrics.•Increased customer satisfaction scores by 10% while managing over 100 customer interactions daily.•Reduced customer churn by 5% through personalized attention and proactive problem-solving.Key Achievements:•Led the successful migration of over 3 million paper documents to the cloud, resulting in a 60% reduction in data processing costs and meeting all budget and schedule targets.• Implemented automated pre-signed statement functionality within the Internet banking platform, which improved customer experience and operational efficiency by 25%. -
Sales SpecialistGuaranty Trust Nov 2008 - Oct 2013Port Harcourt, Rivers State, Nigeria• Sold over 20,000 banking products and accounts with expert finance knowledge.• Identified areas for business improvement based on analysis of sales data, customer feedback, and market trends.• Developed and implemented strategies to improve product sales and customer satisfaction.• Collaborated with other departments to streamline processes and improve overall efficiency. • Met with clients to assess their financial needs and provided tailored advice on products and services.• Educated clients on financial planning, risk management, and investment strategies.• Financial models to forecast revenue and identify potential risks.
Kelechi Ejelonu-Victor Education Details
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Human Resources Management And Services -
Human Resource Management
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Human Resources Management And Services
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Distinction -
Business Administration And Management, General -
The National Examination Board In Occupational Safety And Health - NeboshCredit -
Federal Polytechnic, Nekede - Owerri, NigeriaUpper Credit
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Federal Polytechnic Nekede - Owerri, NigeriaScience Laboratory Technology
Frequently Asked Questions about Kelechi Ejelonu-Victor
What company does Kelechi Ejelonu-Victor work for?
Kelechi Ejelonu-Victor works for Nhs Business Services Authority
What is Kelechi Ejelonu-Victor's role at the current company?
Kelechi Ejelonu-Victor's current role is Benefits Support Manager.
What schools did Kelechi Ejelonu-Victor attend?
Kelechi Ejelonu-Victor attended University Of Sunderland, University Of Sunderland, University Of Sunderland, Cambridge Education Group, National Open University Of Nigeria, The National Examination Board In Occupational Safety And Health - Nebosh, Federal Polytechnic, Nekede - Owerri, Nigeria, Federal Polytechnic Nekede - Owerri, Nigeria.
Who are Kelechi Ejelonu-Victor's colleagues?
Kelechi Ejelonu-Victor's colleagues are Leigh Thompson, John Bubbins, Katrina Rose, David Cook, Shibi Kuniyal, Mba, Lauren Matthews, Helen Elliot.
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