Customer Service, client services

TOLANI E.OLUBOWALE

***** ******** **. *********** **, 20155 919-***-**** /703-***-**** * *********@*****.***

BUSINESS ANALYST

OBJECTIVE

To acquire a full-time position as a Business Analyst for an organization offering challenges and career advancement in a stimulating, innovative and fun work environment, with opportunities for ongoing professional education

EXPERIENCE SUMMARY

Experience in Analysis & Implementation: database query and research; experience with project and enhancement lifecycles such as SDLC; business rules research and validation; program implementation; client contact and support.

PC Tools / Skills

Requirements Assessment

Req. Pro Requirements Management tool

Peer training

MS Visio/Lucid Chart

MS Office (Access, Excel, Outlook, PowerPoint)

Problem/Defect Reporting

Problem Report Tracking & Resolution

Lotus Notes

Documentation Research

Documentation Creation

Windows XP Professional, Windows 2000 Professional, Windows 98 & Windows 95

SharePoint

Administrative Acumen

Remedy

Meeting Facilitation

Viper

Database Query

Attachmate

Work Experience

Business/requirements analyst

07/2011 - Present Visa, Inc. Ashburn, VA

Solely responsible for eliciting requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis on Client Information Questionnaire Application project.

Serves as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.

Lead the effort to effectively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: Functional Requirements Document, Business Requirement Document, Use Cases, Process Flow Diagram, GUI Interface Designs (Mock up Screens).

Support Client configuration management team with software release information and enhancements by managing and maintaining all project artifacts.

Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs

Assisted in developing test plans, test cases and performed user Acceptance Testing (UAT)

Work with end-users to interpret the customer business needs and translate them into application and operational requirements

Work with users to define concepts and clarify Functional and Non- Functional requirements on a daily basis.

Facilitate Joint Application Development (JAD) sessions with project stakeholders in order to capture business rules, processes and system requirements for the CIQ Application Project

Utilize MS Visio to create various flow charts, use case and sequence diagrams to provide detail outline of the various actors of the system and how the various components of the system interacts.

Participate in testing current systems to benchmark against newer redesigned systems.

Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

Sr. Account manager

10/2008 - 06/2011 Visa, Inc. Ashburn, VA

Management of Visa clients supporting all Visa products and services.

Considered the functional expert for the clients' processing and operational business

Acted as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support

Coordinated with internal resources to accomplish Visa and client objectives and ensured processing system performance standards are met and that client perspective is represented with the organization.

Provided proactive operational support to ensure that both the client and Visa are operating in the most effective and cost efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing)

Developed and managed short term operational initiatives, special projects and client-driven continuous improvement plans

Represented complex customer change requests, system or operational requirements; negotiated and managed expectations internally and externally

Travelled 20-30% of the time as needed to support business based on assigned clients.

Sr. Implementation Analyst

11/2006 - 10/2008 Visa, Inc. Mclean, VA

Pursued subject matter experts and documentation resources as needed to ensure successful implementation of debit and credit card programs.

Visa liaison for internal and external Visa clients, providing day-to-day VisaNet customer support, problem management, proactive identification of processing efficiencies, service change support, VisaNet system enhancement consultation and support, and provides information and direction for customers regarding, but not limited to, VisaNet services, operating rules, integrated billing, problem status and closure, semi-annual enhancements, and other Visa reporting concerns.

Coordinated with internal resources to accomplish Visa and customer objectives, and ensures processing system performance standards are met and customer perspective is advocated.

Implemented and facilitated new card programs (installations, conversions and maintenance requests) by ensuring complete transaction processing while developing a reliable and trustworthy relationship with my clients: Fidelity, Total Systems (TSYS) & ITS Shazam.

Played a critical role in proactively working with customers to identify operational cost efficiencies, manage complex assignments that are diverse in scope, where initiative and independent judgment are required to search out appropriate courses of action

Delivered client requests and supporting documentation for both business-as-usual card program management and business enhancements projects.

Influenced service delivery and organizational results and possess initiative to stay current with U.S. and International industry and customer trends. Maintain a working knowledge of Visa services, products and systems.

Submitted database queries to glean necessary data for evaluation and project support on a regular basis.

Available via cell phone 24x7 to internal Visa and certain customer contacts for escalation purposes

Peer training.

tech support analyst

7/2005 - 10/2006 Visa, Inc. McLean, VA

Provided Implementation support to key member banks and processors in the US Region.

Coordinated directly with customers to understand card program set up requirements.

Represented customer system and operational requirements to internal Visa organizations.

Managed non-routine, complex processing and change requests, as well as short term tactical and strategic customer initiatives.

Assessed operational opportunities to increase service quality and efficiency.

Ensured customer expectations and service levels are exceeded through initiative and use of sound judgment.

EDUCATION

American University, Washington, DC

Kogod School of Business

Master of Business Administration – December 2010

Shaw University, Raleigh, North Carolina

Divisions of Mathematics and Computer Information Science

BSc. Computer Information Systems (Minor in Accounting) - May 2005

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