Oluwafunso Cecilia Abraham

**** *********** ******, ******, ******,SK

306-***-**** adbrs4@r.postjobfree.com

PROFILE

A highly committed, customer focused, self-motivated, and hard-working IT professional with over 10 years of cognate experience in IT System Analysis, Data Analysis, Business Analysis, Project Management, Financial Management and Service Management. Areas of expertise and achievements include quality IT service delivery, effective management and direct supervision of the banking operations in several branches; high quality customer service. I am aiming to utilize my strong prioritization skills and analytical ability to achieve the goals of your company.

Professional Certification / Membership

●ITIL 4 Foundation Certified

●Certified Business Analyst Professional (CBAP)

●Scrum Fundamentals Certified

●Scrum Master Certified

●Six Sigma Yellow Belt Certified

●Certified Information Security Auditor (CISA)-In view

●Principle and Practice of Insurance-C11

●Automobile Insurance part 1-C14

●Member-International Institute of Business Analysis

●Full Member- Nigeria Computer Society (NCS)

●OHS Standard First Aid/CPR-C/AED certification

●Personal Care Worker (PSW) Certification

Trainings

Project Management Introduction (PMBOK® Guide Sixth Edition)

ITIL 2011 Edition Overview: Introduction to ITIL framework

ITIL 2011 Edition Overview: Creating a service Culture

ITIL Complete 2011 Edition Foundation

Microsoft Azure-Introduction

CISM (Information Security Incident Management Part 1)

CISM (Information Security Incident Management Part 2)

Information Security Program Development and Management (Part 1)

Information Security Program Development and Management (Part 2)

Information Risk Management (Part 1)

Information Risk Management (Part 2)

Information Security Governance

Database System & Relational Database

Management of Relational Database

Introduction to Designing a Relational Database

The Logical and Physical Database Design Methodologies

PROFESSIONAL SKILLS

●Ability to work in a team and independently with minimum supervision to meet demanding deadlines

●Proficiency in computer skills and professional programs Microsoft office Word, Excel etc

●Ability to coach team members and be a good leader

●Experience in IT, consumer banking/financial services in a large enterprise

●Time management skills with a strong analytical skill for exceptional problem solving

●Excellent phone skills with prompt attention to details

●Quick understanding of on-the-job training and strong organizational skills

●Excellent verbal, written, oral and strong interpersonal skills with strong communication skills, including ability to articulate complex concepts in a clear manner

WORK EXPERIENCE

Saskatchewan Government Insurance (SGI) November 2018 till date

Configuration Analyst (Corporate Solutions)

1. Delivering IT based solutions, services, and support to meet business needs within department policy, principles, practices, and procedures.

• Defining, analyzing, recommending, and implementing technical solutions to business systems problems.

• Designing, developing, modifying, testing, and documenting computer applications according to prescribed requirements and standards.

• Researching, evaluating, designing, customizing, testing, installing, implementing, and maintaining products.

• Applying technology and/or business solutions to achieve customer business needs/goals (innovatively apply knowledge to routine business and/or technical situations).

• Co-ordinating and resolving system inquiries and/or problems.

• Assisting customers in understanding and defining business needs. Proposing, discussing, and evaluating technical and business solutions to help solve/meet the business need.

• Developing and implementing technical infrastructure components.

• Interpreting technical manuals and documentation; developing/providing manuals/training on the application of technology.

• Providing technical advice, guidance, training, and support to user, customers, and systems staff relating to complex products and applications.

• Liaising with outside vendors.

• Preparing reports, logs, memos, and systems procedure documentation.

• Developing, revising and monitoring all related systems procedures.

2. Project Management

• Planning, scheduling, coordinating, and reporting progress on activities of projects under their direction.

• Taking corrective action when there is a risk of an objective not being met.

• Assisting with preparing personnel, computer, and other resource estimates.

• Assisting with developing project/service delivery cost/benefit estimates.

3. Taking personal responsibility for providing excellent service quality and identifying areas for improvement.

4. Using and adapting communication styles as necessary to meet the requirements of the audience.

5. Coordinating activities of team members. Assisting in guiding, mentoring, and training of more junior IT staff (Programmer Analysts, Programmers, Programmer Trainees).

6. Performing related duties as required.

Saskatchewan Government Insuarance (SGI) August 2018 till October 2018

Clerical officer

Checked documents for accuracy, reviewed and corrected errors, verified money amounts, and groups documents to be forwarded for future processing and maintain associated records.

Checked, reviewed, and/or verified policies, records, forms, applications, inventories or other documents for completeness, accuracy, retention and conformity to established criteria.

Provided basic information and/or answered related questions from customers and/or refers to appropriate person as required.

Prepared standard correspondence and/or form letters.

Coded policies, forms, invoices, and other documents.

Processed payments and issued receipts as required.

Maintained standard file records and/or logs and may be required to search for and/or reviewed file documents using manual and/or automated systems.

Provided information and/or answered related questions from internal and/or external persons based on departmental procedures.

Provided switchboard services by receiving, transferring, and/or referring calls to the appropriate department and/or person, in positions where required.

Assembled materials and followed standard or supplied instructions to type documents.

Scotiabank, Regina, Canada(Customer Representative) May 2018-Till Date

Performing services for customers such as ordering bank cards and checks

Receiving and verifying loan payments, mortgage payments and utility bill payments

Answering inquiries regarding checking and savings accounts and other bank related products

Attempt to resolve issues and problems with customer's accounts

Initiating and opening new accounts

Explain, advising on and promoting bank products and services to customers

Identifying referral opportunities and make relevant referrals

Ensuring compliance with all internal controls and established policies and procedures

HGS Canada (Customer Relation Associates/Call Center Agent) March 2018-April 2018

Provided quality customer interaction on every call.

Explained to customers about their account statement and billing enquires.

Provided technical solutions to customer’s complaint.

Identified and followed-up to resolve customer complaint.

Prepared records of all interactions for effective monitoring.

Popeyes Louisiana Kitchen, Regina Dec 2017-March 2018

Customer Service Associate/Cashier

Performing operational functions such as receiving of cash at the counter

Collating customers order and following up on customer’s order delivery

Maintaining quality relationship management and good customer rapport

Federal Ministry of Communications, Nigeria 2012-2017

Data /IT Business Analyst

Develop and document requirements specifications

Develop impact and preliminary analyses, and participate actively in their implementation

Participate in development projects as advisor in the area of business and systems use

Support account managers and business support unit in their decision-making by carrying out research, analyses and recommendations

Track business needs during development phases

Observe the standards and procedures established by the project office

Develop testing strategies and verification scenarios Carried out design studies and analysis

Supported the consultants in mandates to develop management information system applications

Resolved problems, and optimized work methods and procedures

Developed and document management information system application procedures

Infinity Trust Mortgage Bank Plc, Nigeria 2006-2012

Branch Head / Sales & Marketing Jan 2008 – Nov 2012

●Supervised the day to day branch activities such as account opening and ensured accuracy of customer transactions

●Remote deposit reviews and approvals of all branch transactions and authorized transactions above the limits of the transaction officer and cash officer

●Oversaw and monitored standardization in customer service delivery in the branch

●Reviewed of all processes within the service area and suggested improvement opportunities

●Ensured all remittances, returns and reports due to Regulatory authorities, Government agencies and departments were done promptly and efficiently

●Conducted employment interviews as necessary

Team lead, Special Projects (Bank customer’s information Update exercise) Jun 2007- Jan 2008

A team of 20 people comprising of 1 supervisor, 2 Authorisers and 17 inputters. The team worked on data entry for 24 weeks and delivered a service delivery model for the bank which eliminated unnecessary processes and reduced transactions turnaround time significantly for all customer service/operations processes. The team also had the responsibility to train employees on the workability of the new processes.

●Provided leadership and supervision for over 15 operations staff to ensure efficient and excellent service delivery and at the same time maintaining zero tolerance for errors/frauds.

●Initiated and facilitated in-house training to operations staff in order to introduce and develop new strategies aimed at increasing customer satisfaction

Cash Operations/Relationship Officer Nov 2006 -Jun 2007

●Vault and branch cash custodian

●Authorization of all cash and check deposits and withdrawals

●Supervision of all branch tellers

●Cross sold the bank’s products to existing customers of the bank

●Monitored all the transactions of the customers

Volunteering Experience

St. John Ambulance Dec 2017

Performed administrative role such as filing documents, arranging files, photocopying and shredding waste papers and ensured thorough cleanliness of the entire office environment

Regina Immigrant Women Centre Feb 2018-March 2018

Drop-in English conversation class. Ensuring that all students are getting the help they need

EDUCATION

National Open University of Nigeria Masters in Information Technology 2016

National Open University of Nigeria PGD in Information Technology 2014

The Polytechnic University Computer Science 2004

Federal Polytechnic Offa Computer Studies 1998

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