Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
Timeline
Generic

JONATHAN FAMILUSI

Client Specialist/Project Management
St John's,Canada

Summary

Experienced in client service, optimizing business operations, and driving revenue through relationship-building. Recognized for delivering excellent service to customers, deepening relationships, and ensuring long-term revenue growth. Skilled in analyzing problem situations and finding creative solutions as a banking fraud investigator and anti-money laundering reviewer. Proficient in leading high-performing teams to meet and exceed targets with superior management skills, utilizing Microsoft Office Suite effectively.

Overview

20
20
years of professional experience
3
3
Certification

Work History

Client Specialist/System Management Specialist

Government of Canada
02.2021 - Current
  • This role involves handling of customer inquiries and provision of information to clients and their representatives, resolving system related issues for client by trouble shooting and making recommendations to client on how to effectively manage their information securely.
  • Handles Clients enquiry through effective listening and probing to establish the precise nature of the enquiry, retain essential information to help in researching and providing accurate information to clients or their representatives.
  • Provides accurate and relevant information to clients using information from internal and external resources such as associated legislation, policies, regulations, and other references in our technical help guide.
  • Analyze client's enquiry to determine if resolution could be immediate or that in-depth interpretation or further research is needed to resolve or refer them to the appropriate senior for further actions.
  • Work with peers and other colleagues to ensure accurate and precise solution are provided to clients.
  • Readiness to handle sensitive matters with clients and explain complex issues in simple terms to them.
  • Ensure required confidentiality level are met before any action on client's account to prevent fraudulent activities.
  • Manage concerns and show empathy when dealing with distressed, angry, or hostile client.
  • Accurately document meetings for ease of reference and in accordance to writing guidelines of the organisation.
  • Troubleshoot and resolve all clients' or their representative enquiries relating to their online platforms.
  • Identify any misuse of access and take necessary action to protect the client and the organization interest.
  • Acts as the service ambassador of the organisation, ensuring quality services are delivered to clients.
  • Interacts with team members across departments to research and resolve customer issues.
  • Conducts regular follow-ups with clients to maintain communication and ensure their needs were met.
  • Train new team members on best practices for managing client accounts, fostering a culture of continuous learning within the department.
  • Conducts case management activities and services with multidisciplinary team.
  • Coordinates client onboarding processes, ensuring smooth transitions and minimizing disruptions.
  • Delivers insightful presentations tailored specifically towards potential clients'' interests/needs during meetings or conferences, showcasing the company''s value proposition effectively well through persuasive communication skills.

Billing Specialist

Inmarsat Telecommunications Inc
03.2019 - 02.2021
  • Worked as Billing Analyst in billing implementation projects, responsible for Customer Data Maintenance, managed the User Acceptance Testing and Post Verification Testing.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Reduced errors in financial records by conducting regular audits of billed accounts.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
  • Worked with multiple departments to check proper billing information.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Strengthened client relationships through effective communication regarding billing issues and concerns.
  • Maximized revenue potential by identifying and resolving under-billed accounts.
  • Contributed to improved financial reporting by reconciling discrepancies between invoiced amounts and actual payments received.
  • Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
  • Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
  • Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
  • Enhanced customer satisfaction with timely and accurate invoice generation.
  • Facilitated staff training on new billing software, enhancing team productivity and billing accuracy.
  • Identified opportunities for process improvement, leading to more streamlined billing operation.
  • Proactively addressed potential billing discrepancies by conducting pre-billing audits.
  • Managed monthly billing cycles to ensure timely issuance of invoices and statements.
  • Increased revenue retention by setting up follow-up system for outstanding payments.
  • Collaborated with appropriate teams during the Billing Transformation Project, reviewed the test results, identified any issue, and reported to the testing team.
  • Participate in daily scrum meeting to review the team's progress and to synchronize the team's progress towards the sprint goal, highlighted any impediments/issues, the impediments highlighted during our scrum meeting, discussed with developers and product owners for necessary correction and re-testing.
  • Met with business and other stakeholders for requirements gathering in definition stage.
  • Participated in daily white board meetings with management and other team members.
  • Communicated project requirements, business issues, solutions, and made recommendations to management.
  • Worked with testing team to ensure the functional and non-functional requirements are met.
  • Followed the waterfall methodology to configure and develop process, standards, and procedures.
  • Collaborated with the stakeholders on the final signing process in the user acceptance stages.
  • Maintained up-to-date knowledge of billing regulations and compliance requirements, ensuring adherence to legal standards.
  • Played key role in annual audit process by providing comprehensive billing records and explanations for variances.
  • Implemented cost-saving measures by identifying and eliminating inefficiencies in billing process.
  • Streamlined billing process efficiency by implementing updated billing system.
  • Reduced billing errors, leading to decrease in customer complaints, by conducting regular audits of billing data.
  • Contributed to positive work environment by offering support and guidance to junior billing staff.
  • Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
  • Optimized payment collection times by implementing effective follow-up strategies with clients.
  • Assisted in transition to electronic billing, reducing paper waste and improving operational efficiency.
  • Responded to customer concerns and questions on daily basis.
  • Generated monthly billing and posting reports for management review.

Project Manager/Administrator

Redeemed Christian Group - Canada
06.2018 - 02.2021
  • Implemented accounting and reporting systems of the organization for efficient reporting.
  • Managed all projects of the organization from initiation stage through all phases till closing stage of project.
  • Prepared and presented project plans, monitored, and tracked project progress and managed project meetings Built and managed a cohesive team to meet deliverables per project.
  • Prepared the Business Workflow using MS-Visio with input, output, and Pre and Post conditions.
  • Analyzed business requirements and segregated them into high level and low-level use cases, activity diagrams, state diagrams.
  • Performed Requirements Traceability Matrix using Microsoft Excel and HPQC.
  • Worked in tandem with internal and external users to define requirements and coordinated user management and developer expectations. Made sure that critical requirements are not missed.
  • Met with project team regularly to review project deliverables and deadlines.
  • Worked with Finance team to put in place a robust expense approval processes and monitored same for execution.
  • Managed staff - recruitment, coaching, training, development plans, goal setting and performance evaluation.
  • Supervised the preparation of monthly reports, present the reports in monthly meeting to the leadership/board.
  • Liaised with vendors and external contractors to achieve excellent service delivery to the organization.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Planned, designed, and scheduled phases for large projects.
  • Led weekly activity reviews and meetings to track team performance.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Monitored project performance to identify areas of improvement and make adjustments.

Financial Advisor

Bank of Nova Scotia
06.2017 - 05.2018
  • Provided exceptional service to our clients by following the customer experience model (CEM).
  • Effectively managed daily agenda to ensure customer needs are met and rightly prioritized.
  • Implemented tax-efficient strategies for clients, maximizing returns while minimizing tax liabilities.
  • Ensured compliance with industry regulations and company policies while serving clients'' best interests.
  • Took a proactive approach to discover our customer needs, listened to understand what they are asking for both on phone and during scheduled appointment at the branch.
  • Established new client relationships by conducting thorough needs assessments during initial consultations.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Probed customer to discover any hidden potential and convert same to investment opportunity.
  • Identified opportunities for business growth by networking, attending industry events, and generating referrals from satisfied clients.
  • Built customer's plans using a total view model to help them achieve their financial goals and provide better alternatives.
  • Nurtured strong, long-standing relationships through customer enlightenment and education.
  • Reviewed customer accounts for large cash transactions (LCT) and resolved any compliance highlighted concerns.
  • Maintained open lines of communication with clients, providing updates and addressing concerns promptly to ensure their peace of mind during the financial planning process.
  • Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.

Project Manager /Business Analyst/Client Service Manager

Citibank N.A.
07.2008 - 01.2016


  • Responsible for Client Services Projects, Business Analysis and Fraud and SDN/I management.
  • Collaborated with vendor partners to successfully deliver required infrastructure.
  • Participated in the execution of overall business strategy, including identification of key competitive challenges and market opportunities in a timely manner.
  • Provided detailed project status updates to stakeholders and executive management.
  • Executed effective resource management by identifying resources needed, allocating the resources and scheduling and monitoring performance and make necessary deployment where needed.
  • Designed and developed the test cases and participated in project document walkthrough and review test cases.
  • Managed project documentation (implementation plan, issues log, process maps, etc.) and documents process flows and gaps. Monitored progress of the project and report the progress at the stakeholders meeting.
  • Understood customers' needs and how that map with existing or new products/configurations, defined the project plan, project scope, project work breakdown structures and deliverables.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Collaborated closely with User Acceptance Test (UAT) teams and crosschecked the functionality to ascertain that client's needs were totally addressed.
  • Responsible for requirement gathering, business process flow, business process modeling, and business analysis with document and records management.
  • Provided proactive project communication to technical infrastructure leadership and technology partners.
  • Maintained program dashboard with status, pertinent milestone dates, plan all project timelines, deliverables, and micro-deliverables using the appropriate software tools and/or PM methods.
  • Tracked and monitored project infrastructure issues and worked with the Systems Integrator to resolve identified issues.
  • Ensured that there is minimum gap between the expectations of the end users and the final deliverable from the technical team and processing change requests to manage scope.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Consulted with all stakeholders to ensure that the expectation of the Product owner was met if not exceeded.
  • Managed and motivate team members to ensure maxima delivery on the project.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
  • Negotiated and managed third-party contracts related to project deliverables.
  • Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost effectiveness.
  • Proved successful working within tight deadlines and a fast-paced environment.

Treasury and Trade Services Analyst

Citibank N.A.
10.2006 - 07.2008


  • Involved in Managing the efficient running of all activities in Treasury support services.
  • Monitored cash investment portfolio for compliance with corporate investment policy; was current on the market and investment products; evaluated and recommended short-term/liquid investment options.
  • Evaluated and redesigned existing business processes introducing best practice methods.
  • Monitored bank fees for accuracy and made recommendations for savings as appropriate.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Short-term/long-term cash flow forecasting.
  • Prepared daily, weekly, and monthly Regulatory reports to Central Bank - SDN, AML and Fraud reports.
  • Supported special projects as needed.
  • Monitored of our Operating accounts, resolved open items, highlighted exception, and resolved them within set time.
  • Manage delayed payments, ensured claims are received and back-valuation is received where needed.
  • Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
  • Optimized operational efficiency by redesigning workflow processes.
  • Developed comprehensive training materials for new analysts, improving onboarding efficiency.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

Education

Management Certificate - Business Analysis

University of Toronto
01.2017

Master of Business Administration -

Lagos State University
01.2004

BSc. - Science

Obafemi Awolowo
01.1991

Skills

  • Customer engagement techniques
  • Data-driven decision making
  • Project management
  • Facilitating user acceptance testing

Accomplishments

    Successful implementation of Flexcube Clusterisation for eleven african countries, bringing all of them together in a centralised single user interface for all the countries, streamlined chart of accounts and reporting systems. The payment system, the treasury dealing operations interphase, cash management and trace services.

Certification

  • Project Management Professional (PMP) Certification, Project MGMT Institute, 01/01/14
  • Canadian Investment Funds Course, IFSE Institute Canada, Mississauga, ON, 01/01/16
  • Certified Scrum Master (CSM) Certification, Scrum Alliance, USA, 01/01/21

Affiliations

  • Scrum Master Alliance
  • Project Management Institute

Timeline

Client Specialist/System Management Specialist

Government of Canada
02.2021 - Current

Billing Specialist

Inmarsat Telecommunications Inc
03.2019 - 02.2021

Project Manager/Administrator

Redeemed Christian Group - Canada
06.2018 - 02.2021

Financial Advisor

Bank of Nova Scotia
06.2017 - 05.2018

Project Manager /Business Analyst/Client Service Manager

Citibank N.A.
07.2008 - 01.2016

Treasury and Trade Services Analyst

Citibank N.A.
10.2006 - 07.2008

Master of Business Administration -

Lagos State University

BSc. - Science

Obafemi Awolowo

Management Certificate - Business Analysis

University of Toronto

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