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Customer Service Microsoft Office

Calgary, Alberta, Canada
November 11, 2017

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** ******** ******** **, ******* AB. T2Y 0G4, Canada. Cell: 587-***-**** Email:


A Business and process Analyst, proficient in requirement elicitation, analysis and documentation using both object and structured oriented analysis techniques. Depth in both technical and business knowledge, including 8+ years in Finance and Insurance Industry. Self-motivated team-player with strong drive for collaboration with all types of individuals, teams and clients. Able to identify areas of strengths and weaknesses and implement company policies, standards, changes in operations and system that optimise productivity and bottom line.


• Business Forecasting

• Reports Generation

• Strategic Planning

• Market Analysis

• Trend Analysis

• Project Evaluation

• Product Initiative

• Process Improvement

• Metric Development


Microsoft Office: MS Word, MS Excel MS PowerPoint,

Reporting Tools: SSRS, SSAS, SSIS

Analysis and Documentation Tools: Power BI, OLAP, ETL

Familiarity with Agile Management Framework, Waterfall Methodology and Microsoft SQL Technologies

Hands on experience with managing deliverables such as Idea Creation, Vision Document, Business Cases, Project Charter, Stakeholder Register and Project Management Plan


Opened 1000+ error free accounts with an annual turnover of over $50,000,000 ensuring a fraud and error free environment with operations.

Responsible for ensuring efficiency and accuracy in the processing and settlement of claims by following due process; consistently detected and repudiated fraudulent claims enhancing the company’s brand and saving $1.5 million in claims payment.

Improved cost and productivity ranking from 5th place to #1 ranking in 2 years; led to employee retention by 24% from previous years at a cost saving measure of $12,000 by establishing new training/orientation and recognition program for branch operations staff

Made a feasibility report of increasing company profits by 15% by analyzing and improving data flow

Liaised with a team of 24 branches to promote a collaborative environment resulting in a successful team that consistently surpassed monthly sales and contributed about 35% premium to the company’s balance sheet.

Improved data flow for over 3000 claims and corrected a financial out of balance of over 2 million dollars

Led the branch operations team in driving cost-reduction initiatives that resulted in $8 million saved over three years through capital infusion and process automation.


Business Operations Analyst

Capital Express Assurance Ltd 2010 – 2015

Contributed to all phases of campaign management including; ideation, planning, targeting, list generation, measurements, recommendations with a focus in pre-analysis and post-analysis; increased productive man hours by 7%.

Partnered with Senior/Program Managers in the creation of detailed large integrated project/program schedules

Represented and took lead for data integrity, measurement, reporting, workflow analysis and identification of business process enhancements required to support Customer Operations business systems

Worked with production staff to identify and map detailed current processes, identified gaps and failure points, performed root cause analysis and developed functional requirements that supported overall strategy, goals and objectives.

Advised business users on options, risks and costs, recommended business priorities, and documented and assessed business requirements to service operation

Provided analysis on Customer Operations data performance and flow, working with Branch Operations teams and other groups as required to identify opportunities for performance improvement.

Assisted in the design of business processes including clarifying and identifying issues and facilitating changes to attain the highest levels of control, compliance, customer service and efficiency.

Business Service Analyst

Oceanic Bank International Plc 2008 –2009

Analyzed and reported on success of implemented solutions as it relates to their outcomes; Monitored tasks form initiation through delivery and for continuous improvement. Completed cost/benefit analysis where required.

Conducted meticulous GAP analysis while successfully reengineering key business processes to increase operational efficiency in the existing credit product and alignment of business unit objectives.

Researched over 100 local companies and assisted in developing reports in order to provide a recommendation to relationship managers on the quality of the prospective customers.

Conducted Joint Application Development (JAD) sessions with stakeholders throughout Software Development Life Cycle (SDLC) to resolve open issues and effectively created documentations, statement of work, business requirements documents, functional specifications and test plans

Demonstrated thought leadership, identified strategic insight & supported the Research team.

Maintained awareness of best practices in market research, as well as emerging market research methods.

Corporate Research Analyst 2005 - 2008

Capital Express Assurance Ltd

Performed SWOT and GAP analysis of business processes highlighting areas of inefficiencies and developed metrics used to determine inefficiencies and areas for improvement in the On-boarding Process for new clients.

Established a business review processes to accurately demonstrate company’s return on investment in support of business case assumptions, monitored and developed contract assessments to validate existing and proposed savings potential

Performed high level data analyses using MS Excel which involved analysing in-house customers’ records and products information.

Undertook detailed analysis of the scorecard/ performance data using Excel to come up with recommendations to guide in management decision-making.

Responded to ad hoc requests (internal & external) for analysis, data and information on a regular basis.

Designed and analyzed marketing research and financial data, in close collaboration with the company's marketing team.


Southern Alberta Institute of Technology (SAIT) Completion Date: Aug 24, 2017

Certificate in Business Intelligence: Data Analysis and Reporting

University of Ilorin

B.Sc. Economics – 1999.


Receiver Jan – Aug. 2016

Walmart Logistics, Calgary

Received goods, scanned and labelled products in correct order to make sure there are no overages or shortages; operated equipment following established standard operating procedures and completed all required documents and receiving reports.


Bow Valley College Aug – Dec. 2016

Corporate Readiness Training Program (CRTP): A training program sponsored by the Alberta Government to assist highly skilled immigrants get acquainted with the Canadian workplace culture.


SAIT : Economics Tutor Nov 2016 to date

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