Business Analyst Customer Service

Oluwagbemiga Fajuyitan

Business Analyst

No ** Araromi Phase 1, Adalemo Lagos State, Nigeria

***************@*****.*** +234**********

PROFESSIONAL SUMMARY

A results-driven Business Analyst with over 4 years of experience in driving business growth and optimizing processes through data-driven insights and strategic planning. Good at stakeholder engagement, customer journey mapping, and business process improvement. Adept at managing projects, aligning user stories with sprint backlogs, conducting impact analysis, and optimizing performance across multiple platforms. With the assistance of my team members, I have successfully contributed and boosted operational efficiency by 20% in the companies served, through innovative strategies and performance optimization.

My expertise extends to agile methodologies, requirement gathering, and risk assessment, ensuring alignment between business goals and technological solutions. With a strong foundation in Jira, Microsoft Visio, project management tools, excel and other data analysis tools, I am committed to delivering high-impact solutions that drive sustainable growth and competitive advantage. PROFESSIONAL EXPERIENCE

Business Analyst, Zeptech U.K (Remote)

January 2023 – October 2024

● Assisted in process optimization efforts, contributing to a 20% improvement in business efficiency by identifying areas for improvement and supporting process redesign initiatives.

● Participated in requirement gathering sessions with stakeholders, documenting business needs and converting them into clear Business Requirement Documents (BRDs) and Functional Specifications.

● Supported the mapping of customer journeys and helped write user stories, ensuring alignment with agile sprint backlogs and project goals.

● Assisted in implementing processes, ensuring smooth transition and adoption of new solutions.

● Conducted impact analysis, identifying potential risks and inefficiencies in existing processes, and suggested initial solutions.

● Collaborated with cross-functional teams (Scrum Masters, Product Managers, Project Managers, Quality Assurance, UX/UI Designers, and Developers) to support the enhancement of user experience and business processes.

Business Analyst Alfred & Victoria Associates, Lagos, Nigeria June 2022 – November 2022

● Assisted in a web portal project, helping gather business requirements and analyze user needs under the guidance of the project lead.

● Supported stakeholder engagement efforts, helping document key discussions and ensuring basic alignment between business goals and technology solutions.

● Contributed SWOT analysis and risk assessments, assisting in identifying potential challenges and improving project execution efficiency.

● Assisted in the research and integration of payment gateways (Flutterwave, Paystack, PayPal), helping streamline financial transactions.

● Assisted in developing low-level requirement documents, helping align user stories with sprint backlogs to ensure smooth development.

Virtual Assistant Bluesources Inc. U.K (Remote)

Jan 2022 – December2022

● Conducted in-depth market trend analysis, identifying high-demand products to enhance revenue growth.

● Optimized eBay’s promotional tools and external marketing strategies, expanding customer reach and engagement.

● Leveraged sales data analytics, customer feedback, and traffic reports to refine sales strategies and enhance performance.

● Developed and implemented data-driven sales optimization strategies, increasing revenue by 30%.

● Stayed up to date with e-commerce regulations and industry best practices, ensuring compliance and efficiency.

● Revamped customer service operations, improving satisfaction and customer retention. Sales Manager & Virtual Assistant Kandor Clothing U.K (Remote) March 2021 – October 2021

● Managed Amazon, eBay, and Shopify sales, driving 40% revenue growth through pricing strategies and marketing.

● Optimized customer service workflows, improving response times and issue resolution.

● Leveraged e-commerce analytics tools (Helium 10, Linnworks, Sellerboard) for market insights and performance tracking.

● Analysed sales data and market trends to inform decision-making and improve sales performance.

● Increased sales revenue by 40% through effective management and optimization techniques.

● Prompt Responses to Customers and resolution of issues

● Implemented customer service strategies to resolve issues promptly and enhance customer satisfaction.

● Assisted customers via phone, email, and chat, ensuring a high level of satisfaction

● Provided technical assistance and troubleshooting for product-related issues.

● Managed order processing, tracking, and customer inquiries regarding order status.

● Collected and documented customer feedback to support product and service improvements.

● Collaborated with cross-functional teams to enhance customer service operations. EDUCATION

B.Tech. Agricultural Extension & Rural Development Ladoke Akintola University of Technology, Ogbomoso Graduated: 2021 CERTIFICATIONS

● CBAP (Certified Business Analysis Professional) – IIBA (In View) SKILLS & CORE COMPETENCIES

Business Analysis & Strategy:

● Requirement Gathering & Documentation (BRD, FRD, Use Cases, User Stories)

● Stakeholder Management & Communication

● Customer Journey Mapping.

● Agile & Scrum Methodologies

Project & Process Management:

● Jira, Microsoft Visio, Microsoft Project, Trello, Confluence

● Process Automation & Workflow Optimization

● Business Transformation & Strategic Roadmaps

ADDITIONAL INFORMATION

● Proven track record of driving business growth through data-driven decision-making and strategic planning.

● Written many Business plans and proposals on Fiverr.

● Successfully optimized business operations, resulting in a 20% increase in efficiency and cost reduction.

● Good at leading cross-functional teams and collaborating with stakeholders to deliver innovative solutions.

● Passionate about leveraging technology for business transformation and competitive advantage.

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