Business Analyst

Mutiat .M. Balogun

Columbia MD • 240-***-**** • ***************@*****.***

PERSONAL PROFILE

A dynamic Business Analyst with 14 years of experience delivering impactful solutions in telecommunications, real estate, and business automation. Transitioned from six years in customer support to business analysis, driving process improvements, workflow optimization, and operational efficiency. Commercially aware professional with in-depth knowledge of requirements gathering, data analysis, process mapping, and multi-stakeholder management, with a proven track record of enhancing customer experiences and driving business growth. SKILLS SUMMARY

User Acceptance Testing (UAT)

Project Management Methodologies

Analytical & Critical Thinking

Verbal and Written Communication

Continuous Improvement

SDLC Methodologies

Business Process Re-engineering Project Documentation & Facilitation Data Analysis Customer Support Management Requirements Gathering and Elicitation JIRA, SQL, Confluence Process Mapping and Modeling Quality Assurance & Management Microsoft Visio PROFESSIONAL EXPERIENCE

Business Analyst Jan 2023 - Present

Bidolis Global

Projects:

-Product delivery automation - reduced shortage, error rate & delivery cost by 20%

-Service delivery improvement - focused on fuel consumption, customer complaints, and product shortages

• Automated product delivery, reducing shortages, error rates, and delivery costs by 20%

• Improved service delivery through enhanced monitoring of fuel consumption, customer complaints, and product shortages

• Facilitating requirements gathering sessions using JAD, interviews, and workshops

• Working closely with business leaders to develop Business requirements and User stories

• Developing and executing UAT test scripts to ensure system and business application compliance with requirements

• Collaborating with vendors to address system defects resolve issues, implement updates, ensured alignment, and sustained performance post-deployment of new systems Business Process and Compliance Manager Jan 2021 - Aug 2022 Awamaridi Homes

Project: Optimized lease management for a 200-unit residential development, achieving an 80% lease renewal rate

• Developed SOPs, SLAs, and KPIs to streamline workflows and ensure compliance

• Delivered projects on time with an 85% adherence rate and budgets within 5% variance

• Identified and mitigated risks, reducing delivery delays by 15% and disruptions by 20% GLOBACOM LTD (Nigeria’s 2nd largest Telecoms company with over 60M customers) Aug 2008 - Dec 2020 Business Process Specialist Jul 2017 - Dec 2020

• Conducted stakeholder management, UAT facilitation, and system optimization projects

• Generated reports highlighting KPIs to monitor system utilization and efficiency

• Led SIM card re-registration for over 500K customers, reducing SIM-related fraud by 20%

• Captured and documented business requirements, convert them into functional requirements and identified use cases for approved projects working with business stakeholders, technical teams and vendors

Mutiat .M. Balogun

Columbia MD • 240-***-**** • ***************@*****.***

• Reviewed wireframes/mockups and ERDs to ensure consistency between functional and system specifications and presentations

• Rolled out “Lend Me Credit” overdraft functionality, benefiting over 1M customers Business Associate-( Process Optimization Specialist) Jan 2013 - Jul 2017

• Assisted in testing and participated in test phases prior to UAT

• Recreated steps taken by users to locate sources of problems using journey mapping, etc

• Defined minimum feature set and user acceptance criteria for every user story

• Improved SIM replacement processing time through targeted process enhancements by 25% within 12 months

• Developed optimized processes for SIM replacement, achieving quicker TAT and enhanced customer satisfaction

• Coordinated with compliance and security teams to mitigate risks, including SIM fraud and data breaches, which led to a 20% reduction in SIM card-related fraud through efficient data re-registration Workforce Management Executive (In role as HR Contact (Rotational assignment) Aug 2012 - Dec 2013

• Supervised personnel performance and reduced workforce attrition by 14%

• Balanced resources to meet service levels, mitigating inefficiencies

• Identified issues, developed, coordinated, and implemented mitigation strategies to re-balance resources to meet managements requirements

• Supervision and tracking of staff’s performances, schedule adherence, and absenteeism across customer service units

Customer Service Roles (Escalator & Executive) Aug 2008 - Jul 2012

• Resolved escalated Level 3 customer issues and mentored teams to enhance service delivery

• Managed 170+ customer queries and complaints daily achieving high-quality service

• Analyzed the call data and statistics as well as compiled accurate reports

• Value-added service provision to high net-worth individuals to drive revenue for multiple products EDUCATIONAL QUALIFICATIONS- TRAINING AND CERTIFICATIONS Scrum Foundation Professional Certification 2023

ISO 9001 Master Quality Certification 2021

Business Analysis Training 2019

Customer service Etiquette training 2008

BSc. Computer Science 2006

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