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Customer Service Social Media

Anniston, Alabama, 36206, United States
January 23, 2019

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*** ******** *****, ********, **, 36206 912-***-****


Professional Profile

Versatile, highly accomplished, and results-oriented professional with 7+ years of Industry experience as a Business Systems Analyst with solid understanding of Business Requirements Gathering, Data Modeling, Evaluating Data Sources, Translating Requirements into Specifications, Modernization efforts, Application Design. 5+ years’ experience as a project coordinator with vast knowledge in media/advertising.

Acted as a liaison between department and stakeholders of IT and Business.

Experience in Business Analysis, systems analysis, Software Development Life Cycle (SDLC), Design, Development, Testing, and Implementation on Business Systems.

Expertise in creating Business Requirement Documents (BRD), Functional, and Non–functional Requirement Specifications (FRS), User stories (Agile) and Business and Technical Process flow diagram utilizing UML (unified modeling language).

Strong experience in Requirements elicitation techniques - conducting user interviews, document analysis, JAD sessions and managing the requirements.

Excellent technical knowledge in preparing Business requirements document (BRD), Use Case Document, Functional Requirement Document (FRD), and Software Requirements Specification (SRS).

Intermediate experience in SQL testing for Validation of ETL Processes in Enterprise Data Warehouse (EDW).

Conducted meticulous GAP analysis while successfully reengineering key business processes to increase operational efficiency and alignment of business unit objectives

Participated in all phases of software development lifecycle (SDLC). Good understanding of the principles and best practices of Software Configuration Management (SCM) in Agile, Waterfall, Scrum, and Iterative methodologies.

Experience in handling multiple projects at a given time, capable of forming and maintaining positive and productive working relationships with internal and external team.

Knowledge in documentation project related information like test execution procedures, backup plans, new tester training documents, maintaining test logs, release notes etc.

Excellent track record of collaborative leadership adopted across internal and external clients.

Highly motivated team player with the ability to work independently and adapt quickly to new and emerging technologies as well as strong interpersonal and organizational skills.


Team Building & Leadership

Budget & Cost Management

Organizational Development

Process Implementation

Business & Data Analysis

Vendor Management

Quality Customer Service

Strategic Analysis & Tactical Planning

Risk Management

Project Management

Communication & Collaboration

Software Development Life Cycle


Microsoft Office (Word, Excel, PowerPoint, Access, Visio), Pidoco, Gliffy, SSAS, SSIS, Pivot Table, VLookUp, Report Builder, Jira, Tableau, Microsoft Power BI, SQL Server Reporting Services (SSRS), SQL, Microsoft SQL Server, Qlikview, Microsoft Azure


Business Analyst, Apex Systems (BBVA Compass Bank) Birmingham, AL December 2018 --Present

Experience in working in Agile Development environment with Scrums and Sprint Cycles

Proficient in all phases of Requirement Management, including gathering, analyzing, detailing and tracking requirements

Conduct user story writing workshops with the product owner to identify, analyze and document features, epics and user stories using JIRA

Participate in Daily Scrum "Stand-ups", Biweekly Sprint Planning, product backlog grooming, sprint review and retrospective meetings. Assisted Product owner in updating the sprint and the product backlog

Recognize, raise, and remove impediments proactively that would prevent team from achieving their sprint goal(s)

Coordinated with Business Teams, Product Owners and team about product development and enhancements

Coordinated with Business Teams, Product Owners and team about product development and enhancements

Conducted interviews, JAD sessions, requirements workshops and brainstorming sessions for eliciting business requirements.

Business Analyst, Digisoft Consult Atlanta, GA February 2017 – November 2018

Developed an efficient web-based inventory application for a warehouse (distribution center). The application is used for collating inventory, reports and coordinate shipment in and out of the warehouse.


Recommend on options, risks and costs, business priorities, and documented and assessed business requirements.

Utilize rational unified process for software engineering to ensure the quality of project initiation to completion.

Implement and design user set- up, end user training materials, and testing procedures effectively and efficiently.

Function and represent as a liaison between clients and development teams to furthermore analyze opportunities for business process improvements relating to both the commission's administrative team and reporting systems.

Analyze production issues by querying back-end databases and assist with troubleshooting the problems that appear.

Support the span of the SDLC from designing user interface, detailed business analysis, and writing business papers.

Conduct walkthrough meetings to create business requirement document for video conferencing implementation.

Supervised the entire process of gathering, analyzing, and summarizing internal and external database reporting .

Involved in weekly Joint Application Development (JAD) sessions as an observer and a scribe.

Wrote the functional and technical specifications and communicated requirements to development teams.

Created the business and functional requirement documents for the created mockups.

Design Visio process flowcharts for the enhanced Customer Complaint Handling System. Prioritize documentation schedule for multiple projects.

Conducted workflow, process diagram, and gap analysis to derive requirements for existing systems enhancements

Strong working knowledge and experience on DEVOPS Methodologies.

Interacted with the Developers, QA and Engineering teams during UAT for resolving the report bug.

Ability to collaborate with product owners, business partners, Scrum Masters, and architects to build and define product backlogs, perform story analysis to determine conditions of satisfaction, and to comprehend the impact to other systems, projects, domains, and operational teams.

Expertise in creating Business Requirement Documents (BRD), Functional, and Non–functional Requirement Specifications (FRS), User stories (Agile) and Business and Technical Process flow diagram utilizing UML (unified modeling language). Strong experience in Requirements elicitation techniques - conducting user interviews, document analysis, JAD sessions and managing the requirements.

Established weekly status and JAD sessions for remaining areas needing assessments.

Experience with Agile (i.e. Scrum or Kanban).

Sprint or Iteration planning.

Created Product Backlog, Sprint Backlog and managed User stories.

Data Analyst, Digisoft Consult Atlanta, GA June 2016 – January 2017

Designing a payment System data base for a private school, pick up, drop off, payment, registration and information portal.

Worked closely with management to gather, analyze, summarize and prepare financial plans, trends, and forecasts.

Developed and maintained systems to allow analysis and distribution of information through standardized reports.

Managed reports on multiple key performance indicators and metrics across revenue cycle management effectively.

Improved comprehensive reports for management and analyze historical data for root cause research and trend.

Supervised multiple tasks, detail-oriented, responsive, and demonstrated independent thought and critical thinking.

Analyzed data to discover trends, patterns, and correlations that will assist in making better business decisions.

Presented findings to enable proactive business decisions and react quickly to changes in the business environment.

Collaborated with metric owners from each business unit to identify critical causes behind data trends/irregularities.

Identified process improvements to streamline data collection and report creation and assisted in understanding data.

Used SQL, Indexes & Joins to analyze the source data.

Experience on SQL and Microsoft Tools (Word, Excel, Access, PowerPoint and MS Project)

Performed Data Analysis and Data validation by writing SQL queries.

Implemented SQL queries for QA testing and Report / Data Validation.

Involved in Joint Application Development (JAD) sessions with all IT group members for communicating & managing expectations and to discuss various means for integrations with current system.

Building, publishing customized interactive reports and dashboards, report scheduling using Tableau server.

Created action filters, parameters and calculated sets for preparing dashboards and worksheets in Tableau.

Developed Tableau visualizations and dashboards using Tableau Desktop.

Developed Tableau workbooks from multiple data sources using Data Blending.

Ability to analyze and query payment data as required.

Solutions Analyst, Walmart Distribution Douglas, GA January 2015 – June 2016

Performed clerical duties, including quality customer service, inventory tracking and performing staff coordination.

Handled cash intakes, customer requests, proper checkout procedures, and strict inventory control efficiently.

Resolved problems with freight and purchase orders by verifying freight to ensure item and packing are correct.

Managed the delivery to ensure that the packages are delivered to their designated places to provide quality service.

Answered all questions concerning freights, stores and modules. Ensured that all missing items are tracked down.

Operated procedure to audit freights and inventory (process claims and damages, verify labels and quality control).

Demonstrated the ability in applying operational test knowledge in the areas of data collection and data reduction.

Publish analysis from sales reporting; include highlights and other selling.

Ability to follow up on projects independently.

Strong communication skills and the ability to work as a member of a team.

Creates reporting using existing toolset.

Business Analyst – Advertising/Branding, Wild Torch Ltd. Lagos, Nigeria May 2012 – January 2015

• Constantly work to improve campaign performance, insight collection and takeaways, and generally strive to "over-deliver to clients

• Develop and manage documentation around specific measurement action plans per campaign

Work closely with business intelligence (BI) to successfully develop and apply long term analytics projects

• Lead and manage media dashboards, social media metrics platforms, and search marketing results to help team effectively optimize and improve campaigns

• Able to analyze data across multiple sources to provide insights quickly and accurately

• Strong experience with Microsoft Excel

• Experience in analytics and reporting in Business context (marketing analysis, media measurement, strategic planning, etc.)

• Day-to-day monitoring and analysis of campaign performance and marketing data to identify actionable insights

• Optimizing processes, conducting thorough analysis using internal and third-party reports representing performance trends over the course of each campaign.

Project Coordinator – Advertising/Branding, Wild Torch Ltd. Lagos, Nigeria June 2010 – May 2012

Oversaw daily marketing activities such as promotions and advertising and prepared and submitted related reports.

Established and maintained mutually beneficial relationships with clients and ensured quality customer service.

Examined, gathered, and analyzed marketing trends, and made marketing recommendations based on observations.

Monitored the team and enforced deadlines and served as the point of contact for project scheduling and changes.

Developed written, verbal and other presentation formats to exhibit the project’s progress to the executive team.

Project Coordinator, SM & LB Consulting Ltd. Lagos, Nigeria April 2008 – May 2010

Developed new analytic tool to allow senior management to understand and be aware of the impact of each project.

Collaborated with cross-functional teams to draft project schedule. Monitored team progress and enforced deadlines.

Generated recent accounts by implementing effective networking through social media, and marketing strategies.

Identified strategic partnerships and gathered and analyzed market information to gain a competitive advantage.

Contacted new and existing customers to discuss and assess how some specific products could meet their needs.

Write Project Plan and Risk Assessment documents.

Ability to work alone and as a team.


Bachelor of Engineering, Computer Engineering University of Uyo 2005

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