Karen Chia
1201 - 310 Red Maple Road, Richmond Hill,ON
Summary
Diligent Senior Business Systems Analyst with strong experience handling multiple projects and managing information systems. Excellent organizational, interpersonal and execution abilities with exceptional technical skills. Proficient with server-side language and technology.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Senior Business Systems Analyst
CIBC
07.2014 - 08.2022
- Spearheaded system upgrades to enhance user experience and improve overall functionality.
- Audited multi-system installations for conformance to business objectives, suggesting changes to meet performance thresholds.
- Achieved successful system deployments by coordinating cross-functional teams throughout all stages of development.
- Collaborated with upper management to drive strategy and implement new processes.
- Elicited and clearly documented business and system requirements.
- Trained junior personnel in [Area of expertise] during onboarding and through remedial education.
- Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.
- Provided expert-level support to end-users in troubleshooting technical issues, promoting a positive user experience across various business functions.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Workforce Real Time Analyst
CIBC
07.2010 - 09.2014
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed overtime, shift swaps, breaks and PTO requests. Managed real-time inbound call traffic across multiple contact center locations.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
Support Team Leader
CIBC Imperial Service
12.2008 - 03.2010
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted regular performance evaluations for team members, identifying opportunities for growth and coaching as needed.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Reduced employee turnover within the department by fostering a positive work environment focused on teamwork, recognition of successes, and open communication.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Financial Service Representative
CIBC
05.2006 - 11.2008
- Provided professional services and support in a dynamic work environment.
- Delivered services to customer locations within specific timeframes.
Education
Mcmaster Certificate - Information Systems Business Analysis
Global Knowledge
Toronto, ON02.2020
Skills
- Application support
- Systems Analysis
- Project Management
- Business Documentation
- Stakeholder Management
- Requirements Gathering
- Organizational Skills
- Relationship Building
- Problem-Solving
- Organization
- Supervision and leadership
- Project Planning
- Business process modeling
- IVR expertise
Languages
English
Full Professional
French
Limited Working
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Senior Business Systems Analyst
CIBC
07.2014 - 08.2022
Workforce Real Time Analyst
CIBC
07.2010 - 09.2014
Support Team Leader
CIBC Imperial Service
12.2008 - 03.2010
Financial Service Representative
CIBC
05.2006 - 11.2008
Mcmaster Certificate - Information Systems Business Analysis
Global Knowledge
Similar Profiles
Rita DeFazioRita DeFazio
CSR at CIBCCSR at CIBC
Nidhi ParikhNidhi Parikh
Universal Banker/FSR at CIBCUniversal Banker/FSR at CIBC
Michael McDonaldMichael McDonald
Team Leader at CIBCTeam Leader at CIBC
Kevin ChangKevin Chang
FINANCIAL SERVICE REPRESENTATIVE at CIBCFINANCIAL SERVICE REPRESENTATIVE at CIBC
CAMIELE WALTERSCAMIELE WALTERS
Community Service Volunteer at Sunrise Senior LivingCommunity Service Volunteer at Sunrise Senior Living