Gaga Akpomiemie
Business Analyst
Nanaimo,BC
Summary
* Proactive and skilled Professional with 5 + years of experience spanning mobility and delivery, customer service, and sales
* Capable of working independently and in a team setting while managing competing priorities on multiple projects simultaneously
* Highly adaptable, friendly, and passionate about learning new approaches/methods
* Strong analytical skills and hands-on leadership with the ability to communicate clearly to stakeholders and gather requirements
* Able to prepare/present reports, presentations, graphs, and infographics from business data and communicate findings to global stakeholders
* Clear written and verbal communication skills with a diplomatic personality to influence positive outcomes from stakeholders and a can-do attitude towards overcoming challenges
Overview
7
7
years of professional experience
Work History
Contact Centre Supervisor /QA Analyst
Maximus Service BC
Nanaimo, BC
11.2022 - Current
- Motivated and trained employees to maximize team productivity.
- Collaborated with HR and IT to successfully Onboard 23 team members
- Set clear expectations, provide performance feedback, and develop direct reports through coaching, performance plans & reviews.
- Deliver against Service Standards and key performance indicators: TSF, Schedule Adherence, Conformance, Average Handle Time, CSAT, Transfers.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Excellent communication skills demonstrated by regular and timely touch bases and feedback to my team, lead inter-departmental meetings adopting transparent approach to review department performance and to share best practice
- Use specific workforce analytics, with sound and appropriate data inputs, to identify and define forecasting and reporting business needs.
Retention Supervisor
NORDIA
06.2018 - 08.2022
- Tracking key metrics via the CRM software against periodic targets and directed turnaround tactics for failing measures vis-à-vis KPIs Analyzing customer challenges with service offerings and developing actionable specialized plans geared towards customer retention; reduced churn by circa 15% over a 6-month period.
- Assisting Agents with Escalation required solutions and serving as general floor support.
- Providing customer satisfaction through problem solving and helping customers understand the product better
- Evaluated trends to understand competitive environments and assess current strategies.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Supervised a team of 10-12 agents to perform organizational functions at the required level and beyond. First in Person and remotely Post Pandemic.
Radio Show Host
CHLY 101.7FM
02.2018 - Current
- Announced ads, song switches and breaking news segments for radio broadcasts.
- Selected and created audio cuts and pre-produced audio programs for more fluid broadcasting.
- Found, researched, fact-checked and wrote scripts for relevant topics in local news.
- Facilitated live coverage of special events, promotions and sports matches.
- Answered booth call line and took song suggestions or comments from listeners.
- Trained new DJs on technology and sound booth use.
- Interviewed show guests and moderated discussions.
Business Analyst
Oga Taxis
06.2016 - 08.2017
- Tracked and reported enhancement requests and development efforts to provide visibility to senior management on timeline for expected changes/improvements
- Documenting as-is processes with flowcharts and BPMN 2.0 which served as input for training new hires and reference for business process reengineering initiatives
- Identifying and facilitating development of documentation templates for new and modified business policies and procedures (e.g., standard operating procedures - SOPs - and workflows) to ensure effective implementation of IT technology solutions
- Drove actionable business insights through preparation of periodic city and regional level reports using SQL, and Excel to aid strategic planning with business leaders
- Owned and completed relevant work packages through collaboration with multiple stakeholders to boost operational readiness and meet deadlines
- Supported QA team in fleshing out and documenting test cases and scenarios from user stories, and testing cases
- Provided User Acceptance Testing (UAT) support by conducting business impact and root causes analysis on issues encountered during UAT
- Delivering re-engineering efforts consistently to the business on time and within scope – escalating major blockages/changes to scope to line management timely
- Collaborated with IT team, Area, and Operation Managers to ensure business and technology alignment
Education
Post Graduate Diploma - Business and Organizational Administration
Vancouver Island University
02.2019
Bachelor of Arts - Media Art and Cultures
Coventry University
07.2016
Skills
- Business Requirements Gathering, Analysis, and Elicitation
- JAD Sessions, Process Walkthrough, and Validation
- Business Requirements Document
- Customer Retention Strategies
- Functional Design Document
- Wireframes – Balsamiq, Pidoco
- Business Process Analysis and Re-engineering using BPMN 20
- Technical Writing and Call Documentation
- SALES
- Working knowledge of Google Workspace (Docs, Sheet, Slides), MS 365 applications (Word, Excel, PowerPoint, Outlook), MS Visio, SharePoint, MS SQL Server, Balsamiq, Pidoco, Jira, Confluence, Genesys, Verint, Cisco Jabber, Cisco Finesse and ADP
- Defect Analysis and Resolution
- Technical Troubleshooting
Timeline
Contact Centre Supervisor /QA Analyst
Maximus Service BC
11.2022 - Current
Retention Supervisor
NORDIA
06.2018 - 08.2022
Radio Show Host
CHLY 101.7FM
02.2018 - Current
Business Analyst
Oga Taxis
06.2016 - 08.2017
Post Graduate Diploma - Business and Organizational Administration
Vancouver Island University
Bachelor of Arts - Media Art and Cultures
Coventry University
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