Summary
Overview
Work History
Education
Skills
Certification
Professional Development
Timeline
Generic

Afamefuna Isoh

Concord,ON

Summary

Results-driven business professional with a proven track record of delivering cost-effective technology solutions that align with evolving organizational demands. Expertise in translating operational requirements into practical technical implementations, supported by strong analytics and reporting skills to drive data-informed decision-making.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Business Analyst

Scotiabank
Toronto, ON
09.2024 - Current
  • Examined existing processes in automotive loan servicing, pinpointing opportunities for smart automation.
  • Developed user stories for automotive loan servicing processes and sub-processes.
  • Led user story refinement meetings with Development and QA teams.
  • Developed user stories to outline application features and TO-BE design solutions based on the analysis of AS-IS process flows in MS Power Platform.
  • Collaborated with QA team to address inconsistencies in technical requirements.
  • Actively participated in daily standups with Product Owners to assess user story readiness.
  • Engaged in monthly Scotiabank Business Analyst CoE sessions to discuss business analysis techniques.

Pega Solutions Associate

Scotiabank
Toronto, Ontario
09.2024 - Current
  • Handled various task and incident tickets within numerous bank applications by coordinating with the PegaOps team through ServiceNow (SNOW).
  • Monitored and managed Pega application vulnerabilities.
  • Managed technical health checks, disaster recovery, and general app support in stand-up meetings.
  • Logged and submitted weekly reports detailing Pega AMS support efforts.

Collections Agent

Financial Debt Recovery Ltd
Toronto, Ontario
01.2024 - 06.2024
  • Researched customer accounts for any discrepancies or outstanding payments.
  • Monitored customer accounts for changes in financial status or contact information.
  • Resolved complex issues that arose during the collections process.
  • Drafted correspondence to customers regarding overdue accounts and payment arrangements.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Conducted skip tracing activities to locate delinquent customers.

Customer Service Representative

Concentrix
Toronto, Ontario
06.2022 - 04.2023
  • Resolved customer complaints promptly and efficiently.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Strengthened customer retention by offering discount options.
  • Maintained accurate records of customer interactions for future reference.

Education

Master of Arts - International Business Management

University of Westminster
London
01.2014

Skills

  • Business process improvement
  • User acceptance testing
  • Client relationship management
  • Agile methodologies
  • MS Power Apps
  • Requirements gathering
  • Stakeholder engagement
  • User story creation and refinement
  • Business process mapping
  • Functional specifications
  • Analytical thinking

Certification

  • International Institute of Business Analysis (Individual Member) 2022
  • Certified Business Analyst - IIBA (In View)

Professional Development

Obsidi Academy - Full Stack Web Development (June 2024 - September 2024)

BusyQA - Cloud Computing/ DevOps Engineer (December 2023 - July 2024)

Timeline

Business Analyst

Scotiabank
09.2024 - Current

Pega Solutions Associate

Scotiabank
09.2024 - Current

Collections Agent

Financial Debt Recovery Ltd
01.2024 - 06.2024

Customer Service Representative

Concentrix
06.2022 - 04.2023

Master of Arts - International Business Management

University of Westminster

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Afamefuna Isoh