Ame Uwoghiren, Business Analyst

LinkedIn +1-437-***-**** adzx9d@r.postjobfree.com Toronto, ON View Projects SUMMARY

• Business Analyst with over three years of experience working in agile, predictive, and hybrid B2B(SaaS) and B2C organizations across the service, healthcare, and custom software industries.

• Experienced in customer engagement, cross-functional team collaboration, and business process modelling, with a proven track record in conducting thorough research, gathering and analyzing data, and presenting actionable insights to management.

• Experience utilizing agile methodology to streamline the software development life cycle (SDLC), reducing project completion time and increasing overall efficiency by 20%.

EDUCATION & CERTIFICATIONS

Graduate Certificate in IT Business Analysis, Cambrian College, Canada Transcript Credential 2022 - 2023 Certified Business Analysis Professional (CBAP) In View Certified ScrumMaster (CSM) – See Credential May 2022 Master of Science, University of Lagos, Nigeria. 2015 - 2016 Bachelor of Science, University of Benin, Nigeria. 2009 - 2013 PROJECTS

Title: BPMN Model of a Virtual Walk-In Clinic Appointment Management Process Concepts explored: BPMN, Requirements Elicitation, Process Analysis, and Process Documentation. See Project Title: System Analysis and Design - City of Monroe - Candidate Tracking System (CTS) Concepts explored: Use Case Diagrams, Domain Modelling, Requirements Gathering, and Stakeholder Analysis. See Project Title: SQL Database Design and Querying

Concepts explored: Database Modelling, Writing SQL Queries, Querying Databases, and Populating Databases. See Project Title: The Rescue911 Emergency Response Information System (ERIS) Case Concepts explored: Causal Loop Diagrams, Data Flow Diagrams, Flow Charts, and Stakeholder Analysis. See Project SKILLS

Languages: JavaScript, HTML5, CSS, SQL

Tools & Technical Skills: Microsoft Office Suite, G-suite, Visio, Jira, Tableau, Confluence, Figma, Miro, Draw.io, BPMN, Use Case Modelling, Product Backlog Management, Scrum Methodology, Technical Writing, Process Improvement, Process Modelling. Soft Skills: Customer engagement and relations, Elicitation, Versatility and adaptability, Cross-functional team collaboration, Critical Thinking, Excellent verbal and written communication. WORK EXPERIENCE

Business Analyst (Client Support Services), Achievers Solutions Inc. Canada Nov 2022 - Till Date

• Spearheaded the overhaul of the department's case submission process by conducting an in-depth analysis of the program administrators’ case submission types and collecting data on their pain points with the goal of reducing inefficiencies, saving the department a combined 120 man-hours monthly.

• Coordinating with program administrators to elicit requirements to build new program modules and campaigns and collaborating with the in-house design team and technical consultants on implementation, leading to an average of 25% increase in engagement with program members on projects worked on so far.

• Analyzing monthly case submission data from Salesforce to identify key trends and patterns, presenting crucial insights and actionable recommendations to the team on customer behaviour and needs.

• Collaborating with the product development team to effectively communicate new feature releases and updates to the CSS team, fostering increased team awareness and adoption and ultimately enhancing the team's ability to meet customer needs. Business Systems Analyst, Cloud Practice (Juno EMR, ClinicAid, and MyHealthAccess), Canada Mar 2021- Nov 2022

• Collaborated with the sales team to provide technical onboarding assistance to an average of four(4) new Juno EMR clients monthly, resulting in 20% shorter client onboarding times.

• Worked with internal and external stakeholders to gather and define requirements for the configuration and implementation of Juno EMR, MyHealthAccess, and ClinicAid software, resulting in a seamless integration process.

• Facilitated smooth data migration projects for new and existing Juno EMR clients and ensured system quality and user acceptance tests ran without errors or delays.

• Organized and conducted 10+ strategic sessions to define the functional requirements for new features and advised the product team on end-user feedback.

• Composed and modified over 70 SQL query templates with conditional logic, modulated to provide users accurate clinical reports on demand within Juno EMR, resulting in reduced manual labour by 90%.

• Developed comprehensive feature sheets for newly implemented features, highlighting key functionalities and benefits with the goal of increasing customer adoption.

Technical Analyst (Residential Internet), Rogers Communications Canada Sept 2019 - Feb 2021

• Successfully troubleshot and diagnosed customers’ technical queries to resolve about 95% of internet connectivity-related technical issues.

• Supported end-users through corrective steps to resolve issues timely while ensuring customer satisfaction, proven by an average monthly score of 90% for customer satisfaction surveys (15% over the company’s benchmark).

• Provided email support to customers with queries regarding configuring email accounts/troubleshooting errors on mobile and PC email clients.

Operations Analyst, Nigeria Security and Civil Defence Corps (NSCDC) Feb 2016 - Jun 2019

• Performed administrative tasks and personnel file management for the Medical Unit with a staff strength of forty(40) persons.

• Developed an electronic filing system alongside an optimized paper filing system for managing health records, leading to a 75% reduction in time spent retrieving records.

• Improved overall efficiency of office inventory management by 42% by creating an automated Microsoft Excel Workbook to cater to data entry, stock replenishment, and purchases of office supplies.

• Managed 100% of direct vendor relations and price negotiations where required on behalf of the unit. Business Operations Analyst, ClientKnowledge Limited (Engineering and Procurement) Feb 2013 - Jan 2015

• Successfully facilitated over 60 project requirements gathering meetings with new and existing clients.

• Performed research and gathered data on relevant business indicators affecting the company and client's businesses.

• Oversaw activities of administrative and engineering staff to identify areas for improvement.

• Tracked inventory, oversaw the purchase of office supplies, handled price negotiations, direct vendor relations, and reconciled expense reports.

VOLUNTEERING EXPERIENCE

IT Business Analyst, McCallum and Pinard Solutions Inc. Canada Apr 2023 - June 2023

• Performed in-depth analysis of the organization’s business processes and documentation practices resulting in identifying and eliminating inefficiencies and developing documentation standards, thus increasing productivity by up to 20%.

• Jira Optimization Project: Conducted comprehensive analysis of Jira utilization for software projects to identify inefficiencies in workflows and collaborated with cross-functional teams to develop new issue screens, workflows, automation rules, and project creation templates that have so far led to a 45% reduction in time spent on administrative related project management tasks.

• Streamlined and optimized the organization’s test management process using the Zephyr Scale Jira test management add-on, leading to 100% visibility into the test process.

Lead Product Owner & Strategist, Tech Fleet Community DAO (Apprenticeship) May 2022 - Sept 2022

• Led the product strategy team comprising four(4) apprentices through the first phase of the “Feedback” project; feedback is a software solution to connect stakeholders in the food industry with expert evaluators.

• Collaborated with cross-functional teams and stakeholders to elicit requirements and develop the product vision, product roadmap, customer journey mapping, and other deliverables for the project.

• Prioritized and performed backlog management on the product backlog with 25+ features to meet the product vision.

• Facilitated scrum events (stand-ups, retrospectives, demos, and backlog refinement) and coached the team on scrum best practices.

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