Customer Service Sales

PROFESSIONAL HIGHLIGHTS:

Business Systems and Process Analysis / Project Management Experience: Over 10 years of experience in gap analysis, gathering and analyzing business requirements, developing and maintaining project documentation

Web Development, Market Research & Analysis Experience: Two years of experience in web site development, programming, Market Research & Analysis and Competitive Intelligence as well as SharePoint development experience.

Project Management /Process Re-engineering Experience: 5 years of Project Management and Process re-engineering experience managing and leading small to mid-size projects in Telephone Banking and Online Banking in the Capacity of Senior Business Analyst and Business Specialist. Have Lean Six Sigma Yellow Belt certification.

Branch /Customer Service Experience: About 4 years of branch experience in the capacity of Customer Service Manager, Personal Banker, Supervisor of Personal & Business Accounts, Foreign Currency & Precious metals, Loans /Discounts etc.

Major Projects: Homeline; BREEZE; Prime Plus (Homeline – loan approval system for mortgages and lines of credit; BREEZE – loan & credit card application system; Prime Plus – interest rate management); FTE & Sales Planning; Telus IVR /E-Mail & Chat Reporting; RBC Bank in USA; Telephone Banking; PC Banking.

EMPLOYMENT EXPERIENCE in 2 Major Banks in Canada:

Royal Bank of Canada (RBC) and Canadian Imperial Bank of Commerce (CIBC)

RBC-IT, ENTERPRISE TECHNOLOGY: SENIOR BUSINESS SYSTEMS ANALYST: (Dec 2012 - present)

Provide consulting services and recommend business solutions to business partners on new initiatives by conducting Business /Gap Analysis: assist with defining Scope and High Level Requirements

Facilitate small to large cross-functional meetings and conduct information gathering sessions (e.g. JAD).

Assess, research, analyze and document stakeholder needs in accordance with Project Life Cycle and deliverables utilizing reporting tools, requirements.

Lead detailed requirement phases: identify, track, escalate and resolve /escalate business systems issues as appropriate.

Assist with data analysis, data mapping and data /Process (Current /Future State) modeling as per business requirements.

Together with Project Manager, determine best mix of development, interfacing applications, third party vendor solutions to meet business requirements and project objectives.

Contribute to successful project completion within budget and on time by identifying risks and developing /recommending mitigation strategies.

Develop detailed plans and accurate estimates for completion of Requirements and Acceptance phases of projects

Provide feedback and sign-off on the Test Plans, Test Scenarios, Test Cases and ensure all the Test Cases have traceability to Requirements; Assist with UAT, BAT and PIV testing as required.

Develop criteria for and participate in the evaluation of 3rd party vendors and software as well as due diligence exercises. Manage the detail aspects of day-to-day operations with 3rd party vendors.

Effectively communicate and build rapport with team members, stakeholders and business partners using a variety of techniques and collaboration from initiation to close.

Prepare and deliver presentations to business partners and senior management, selecting the appropriate approach based on the audience.

Provide direction, expertise, feedback, coaching and development to build the capability of junior staff.

Ensure adequate end user documentation and training

Continually enhance skills and build knowledge in all aspects of the organization, the business and information systems.

Accomplishments:

***Developed a SharePoint site to centralize Application information and organized project documentation for the department

***Developed a SharePoint site and an Impact Assessment Request form to automate the Impact Assessment Request process from the Business that resulted in annual cost savings of $200,000+

***Implemented the new Requirements Process by conducting demos and meetings with Business and IT stakeholders

***Saved the Bank millions of dollars by conducting Research and Analysis on a particular application (to which enhancements were scheduled but no one was using it within the Contact Centres) by providing timely feedback.

RBC, CONTACT CENTRES – PROGRAM MANAGEMENT OFFICE: SENIOR BUSINESS ANALYST:

(Jan 2010 – Dec 2012)

Lead /facilitate cross-functional requirements gathering sessions and conduct gap analysis

Lead detailed requirements phases: identify, document, walk through, publish and obtain sign-off of the business requirements, wire frames (if applicable), mock-ups, mark-ups and data mapping - assess, research, analyze, document and resolve issues

Develop, analyze and recommend solutions that satisfy the business needs while continually exploring and assessing options for value add for Contact Centre clients

Lead the User Acceptance Testing phase: identify, document, walk though, publish and obtain sign-off of the UAT plan, UAT test cases and UAT execution results - Assess, research, analyze and document issues and defects

Plan, prepare, and lead the execution of UAT /PIV test cases and ensure entry and exit criteria of the UAT /PIV test phase are met

Assist with Implementation: prepare internal/ external communication plan; provide input in the Implementation Plan; document and walkthrough the PAV Plan

Identify /resolve risks/issues, develop/recommend mitigation strategies and escalate them to the PM and Business Implementation Manager

Accomplishments:

***Received 3000 Royal Performance Points for working on RBC Bank project (Q2-2012)

***Received 900 Royal Performance Points (Client First) for working on RBC Bank project (Q2-2012)

RBC, INFORMATION TECHNOLOGY: BUSINESS SYSTEMS ANALYST: (May 2004 – Jan 2010)

Gather and define business requirements to ensure that business needs are met through development of solutions - effectively communicate the clients needs to the development team as requirements and specifications, and support the development team during the subsequent phases of development by providing clarification and facilitating issue resolution with the business client as necessary

Perform necessary investigation, business analysis and evaluation to determine business requirements

Conduct gap analysis, analyze and document current and future business processes.

Assist with data analysis, data mapping and data modeling as per business requirements

Define and communicate functional and nonfunctional requirements that accurately reflect business needs

Provide input to system test plans to ensure they are comprehensive with respect to business requirements, functionality, performance and operating efficiency

Contribute test strategies for user acceptance testing and aid in the testing itself

Accomplishments:

***Received 500 Royal performance Points for developing CASPER Training guide in RBC –IT Credit Product Systems

***Received a Star Team Excellence Award and 1000 Royal Performance Points for working on Homeline in Q4-2005

***Assisted the Senior Management with decision making to put a big project on hold and saved the Bank millions of dollars, by conducting due diligence, gathering front end users /client feedback in a timely manner, on an initiative that would have been a failure

RBC, NATIONAL OFFICE, PRODUCT DESIGN & ANALYSIS: ANALYST, MARKET RESEARCH & COMPETITIVE INTELLIGENCE: (May 2002 – May 2004)

Re-engineered the Competitive Intelligence web site used by the entire RBC Sales Force, reorganized the web content and made it visually appealing and user friendly

Ensure the web content is published in a timely manner and is always current; Provide and manage access to web content publishing; linking into or uploading web pages to my web site

Conduct research and analysis on competitors’ products and services and publish content on the Intranet web site to provide the sales force with a competitive advantage

Assist the Product Managers with marketing initiatives and strategy documentation by gathering competitive information and providing with competitive intelligence

Accomplishments:

***Received an individual nomination and a Team nomination for PDA/BDA Open project in Q4-2003

***Received an award from the Management at the departmental quarterly meeting for presenting ideas

***Increased the visibility of Competitive Intelligence web site from 55% to 80% over the three month period

***Helped the sales force retain business in the amount of $7.5 million by providing competitive Information on the web site

***Received compliments and a quarterly award from the Management for taking initiative to organize departmental Social Event

RBC, ROYAL DIRECT: SALES AND SERVICE REP: (Apr 2000-Apr 2002)

Provide efficient and courteous service to clients over the telephone; Resolved client complaints

Identify clients' financial needs and provide recommendations to meet their financial goals

ROYAL DIRECT-NATIONAL OFFICE, ELECTRONIC CHANNEL- Project Work ; Web Forms Developer: (Sept 2001-Nov 2001)

Gather specifications to develop the Web form and ensure it meets User/Business Requirements

Design, develop, code/program and test new Web forms and ensure they are user friendly and error proof; Debug, modify and test the existing Web forms to ensure efficiency

Receive feedback / sign-off from the Change Champions and assist in the Web form implementation

Accomplishments:

***Attained 100 % Call Quality numerous times and received nominations and awards; exceeded sales target by 325%

***Received a “Commitment & Outstanding Effort” certificate in recognition for Web Form Development Project in Nov 2001.

***Received a “Congratulations and Thank you” letter and a reward from Jim Rager, the Vice President of P & C Bank for being chosen for “Performance Accelerator Program” in 2001.

CIBC, PRODUCT MANAGEMENT, BUSINESS BANKING SERVICES: BUSINESS SPECIALIST: (Jan 99-Mar 2000)

Acquire all information needed to perform comprehensive business analysis in support of product development process and document findings in a clear and concise fashion and make recommendations for changes

Analyse existing business processes and assess the impact of making changes

CIBC, PROJECT DEVELOPMENT & PROCESS RE-ENGINEERING, TEL. BANKING: SEN. BUSINESS ANALYST: (May 96-Dec 98)

Proactively identified process / system enhancements to improve customer service and operational efficiency; Prepared process / procedural documentation; Gathered, validated and documented Business Requirements

Prepared user acceptance test scripts, test plans and conducted the testing

Designed & modified electronic forms and provided requirements to the development team

Accomplishments:

***Received a quarterly Best Support Individual reward for implementing, New Account Opening process & designing a supporting web form, within the three call centres in two weeks that had been pending for over six months

***Received nomination and a reward for re-engineering RRSP procedures & web forms i.e. condensed 17 pages of text into 3 and combined content of 8 web pages into 4

CIBC, NATIONAL CALL CENTRE: SALES AND SERVICE SPECIALIST: (Nov 94-Apr 96)

Provided information on over 160 CIBC products and services over the phone and capitalized on opportunities to cross-sell products to meet customers’ financial needs

Received & handled customer complaints by reaching a mutually satisfactory resolution

Participated in campaign teams, Open Forum committees, Service Quality teams and Outbound call programs; Provided mentoring / coaching to junior team members and shared branch knowledge

Project Work: Assisted with Customer Support design for PC Banking project and attended usability workshops

Monitor / Coach: Assisted the Client Service Managers with supervising and assessing the level of performance, by taping and actively listening in to the phone calls to identify the training needs

Project Work: Assisted with Telephone Banking project by researching, developing, documenting processes for using branch and call centre experience

Accomplishments:

***Won numerous Monthly Sales and Service awards and a quarterly Sales award in the Call Centre

***Attained 205% of my sales target during the RRSP campaign

***Received verbal and e-mail recognition from the management and peers for maintaining humour in the Call Centre

CIBC: CUSTOMER SERVICE MANAGER /PERSONAL BANKER & OTHER POSITIONS: (Jan 91 - Oct 94)

Managed branch sales staff and ensured sales targets are met

Resolved client complaints in an efficient manner at the first point of contact

Identified training needs of the employees, mentored /coached and counselled employees on performance, career direction and related personnel matters

Participated in the annual budget planning session for the branch and monitored expenses; made recommendations to improve customer service and sales effectiveness

Approved and disbursed Loans, RCL’s and Mortgages for clients with due diligence

Accomplishments:

***Implemented Central Cashier System in the branch to improve customer service and reduce operational expenses

***Acquired over $500,000 in new business in a month while learning the position of Personal Banker

EDUCATION:

Lean Six Sigma – Yellow Belt certification

Schulich Executive Education Center – Masters Certificate in Business Analysis

CDI College (Toronto School of Business) - E-commerce Web Developer diploma

Institute of Canadian Bankers - A.I.C.B. diploma

York University - Management Development Program certificate

University of Toronto - Bachelor of Arts degree from the University of Toronto

RBC-IT Training Courses – Writing Testable Requirements, Technical Writing for IT Professionals, Project Management Nuts and Bolts, System Development Life Cycle, System Analysis and Design, Use Case Modelling for Business Analysts, Gathering and Analysing Business Requirements, IST Testing, Business Acceptance Testing, Fast Track in BSA, Testing Techniques, Think on Your Feet, Excel Course etc.

Sheridan College Courses - Structured methodologies; Web Technologies; System Analysis and Design

Canadian Securities Institute - Canadian Securities Course and Mutual funds license

Ontario Mortgage Brokers’ Association - Mortgage Brokers’ license

Completed numerous in-house educational courses and participated in business seminars

TECHNICAL SKILLS:

System Analysis & Design, Gap Analysis, Computer Fundamentals, Operating System Fundamentals,

Programming concepts, C Programming, C++ Programming, Database Design, SQL, Java Programming, E-Commerce Programming, JavaScript, HTML, DHTML, XHTML, VBScript & SharePoint Development

OTHER COMPUTER SKILLS:

Well versed with WordPerfect, Microsoft Word, Microsoft Visio, Access, Excel, PowerPoint, Microsoft Project, FrontPage and ABC Flowcharting

Good working knowledge of PEGA applications, MyMP, PEAT, CRM applications, SaP, SeP, CHM, Royal Direct applications, branch DOS Workbench, CASPER, OLMS, OLBB, BRMS, HomeBASE, QA Run, Mercury Quality centre, Track Record, COINS, COLT, CSS, Internet /Telephone Banking applications, Microsoft Outlook, Outlook Express, Lotus Notes and numerous internal applications

PERSONAL ATTRIBUTES:

Ability to learn quickly, perform multi tasks with exceptional organizational and time-management skills

Adaptable, creative, team player, conceptual/analytical thinker with results orientation capability and problem solving skills.

EXTRA-CURRICULAR ACTIVITIES:

***City of Brampton à Participated as a Culture Judge in the popular annual event ’Brampton Carabram’, an annual Cultural Festival

***Ontario Khalsa Darbar à Volunteer work

***RBC IT à Organized RBC Cultural Festival (from 2005-2009) à Communication, booth management and fashion show

***Deposits & E-Commerce National Office à Organized Pot Luck luncheon, Spring Fun and Ball Game events

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