AINA ESTHER
Toronto,ON
Summary
A Social Service Worker and professional Customer service executive with 12 years of experience in digital transformation and process improvement, risk management, and financial services Highly skilled at requirements analysis, process analysis & improvements, business cases, vendor analysis, project management, executive reporting, and documentation. Excellent relationship builder, problem solver, and Communicator. Skilled coordinator with independent nature and critical thinking skills to manage any problem. Top-notch skills in verbal and written communication, tactical planning and project support.
Overview
13
13
years of professional experience
Work History
Client Service Specialist
Canadian Institute of the Blind, CNIB
02.2021 - 04.2023
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Scheduled and confirmed appointments based on customer availability.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Responded within established timeframes to address customer concerns and inquiries by phone or email.
- Received and submitted payments, updated account information and provided receipts.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
- Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
- Personalized client experience, identifying unique needs and providing information and services to match.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Audited customer account information to identify issues and develop solutions.
- Performed needs analysis and presented options based on findings to help customers make decisions.
Financial & Risk Business Analyst
GATE STONE &CO
, Canada
03.2018 - 04.2019
- Facilitated collaborative meetings, workshops, and one-on-one sessions with local and virtual diverse business stakeholder groups, conducted user interviews, as-is and gap analysis; successfully elicited business and functional requirements
- Developed and prioritized user stories with the Product Owner (PO) and project team and supporting documents including BRD and detailed user guides for various initiatives
- Actively collaborate with IT, Architecture, Operations, & Business to deploy enhancements to new features and products
- Key Accomplishments
- Developed a new operations support model, analyzed the customer journey, and recommended and implemented changes that resulted in increased customer retention and a smoother customer journey
Business Analyst
CBV Collections
, Canada
12.2017 - 03.2018
- Defined business analysis approach, verify requirements for quality and validate requirements with stakeholders for large-scale payments projects
- Develop plans and accurate estimates for completion of requirements; analyze and document the scope of business solutions using an enterprise-standard requirements approach
- Elicited, analyzed, and validated user requirements for CRM and web-based applications
Payments Business Analyst
TELE-PERFORMANCE CANADA
, Canada
03.2015 - 11.2017
- Analyzed collected and validated users’ requirements, definitions, scope, and expectations for a deliverable plan
- Wrote functional requirements and use cases for the back-end billing system
- Delivered systems document processes and activity diagrams to the design team or build UMLuser cases,
- Worked in an iterative methodology and transitioned simultaneously with Rational Unified Process (RUP)
- Managed change requirements and the Change Management process
- With a detailed understanding of the business process, I took the responsibility of identifying new process, Gap analysis, enhancement scoping, data conversion mapping, implementation strategy & phasing
HR Business Analyst
SAMSUNG ELECTRONICS WEST AFRICA
, Nigeria
06.2010 - 12.2014
- Documented the work-flow-process and facilitated JAD session to walk through all processes with SMEs to obtain sign-off before the design phase
- Utilized MS Visio to document current workflows, manual processes, and End-to-End processing of system interaction
- Lead strategy development to expand market penetration, promote internal corporate culture, and uphold consumer confidence
- Worked with business and development personnel to define business architecture, identify actors and use cases, capture a common vocabulary, define business rules, details and refine use cases and other software requirements, created and collaborated UML design artifacts, executed and managed the testing life cycle
- Prepare the corresponding test cases and test scripts, participated in the system, performance/stress, and user acceptance testing, and help in training stakeholders and end users
- Key Accomplishments
- Instituted a performance reward and mentoring system to boost employee morale and enhance competitiveness
Education
Diploma - Social Service Worker
Centennial College
05.2023
Mental Health First Aid Course -
09.2022
Toronto Certified Risk Management -
03.2018
Bachelor of Science - International Relation Studies
Lagos State University
09.2013
Skills
- OTHER COMPETENCIES
- Requirements Analysis
- Functional/Non-Functional requirements, Impact Analysis, Gap Analysis, SWOT, Analysis, Use Cases, Process Flows, Prototypes, Business Case Creation
- Elicitation Techniques
- Brainstorming, Interviews, Workshops, Surveys, JAD sessions, Personas, Story Boards
- Project Management
- Cost Estimation, Stakeholder Management, Change Management, Financial Management
- Vendor Management
- Vendor Analysis, RFPs, RFIs, Contract Creation, Negotiation
- Document Artefacts
- Business Requirement & System Requirement Documentation, Traceability Matrix, RACI
- Software
- Salesforce, Microsoft Office (Visio, Excel, Access, PowerPoint, Word, SharePoint), QA, JIRA, Slack, AS 400
- [Software Program] proficiency
- Till counting
References
References are available on request
Languages
English
Native/ Bilingual
Yoruba
Native/ Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Client Service Specialist
Canadian Institute of the Blind, CNIB
02.2021 - 04.2023
Financial & Risk Business Analyst
GATE STONE &CO
03.2018 - 04.2019
Business Analyst
CBV Collections
12.2017 - 03.2018
Payments Business Analyst
TELE-PERFORMANCE CANADA
03.2015 - 11.2017
HR Business Analyst
SAMSUNG ELECTRONICS WEST AFRICA
06.2010 - 12.2014
Diploma - Social Service Worker
Centennial College
Mental Health First Aid Course -
Toronto Certified Risk Management -
Bachelor of Science - International Relation Studies
Lagos State University
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