Oghenemarho Sonia Ifeta
Toronto ,ON
Summary
Experienced and results-driven Business Analyst with over five years of expertise in analyzing business needs, improving processes, and delivering innovative solutions. Adept at bridging the gap between stakeholders and technical teams to ensure successful project outcomes. Proven track record of leveraging strong analytical skills, effective communication, and a deep understanding of business operations to drive organizational growth and efficiency. Highly skilled in requirements gathering, data analysis, process modeling, and project management.
Key strengths include:
- Advanced proficiency in data analysis and reporting tools (Excel, SQL, Power BI)
- Expertise in Agile and Waterfall project methodologies
- Proficient in business analysis tools (JIRA, Visio, Lucidchart)
- Demonstrated ability to manage multiple projects and priorities effectively
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Analyst
Global Stride Consulting Inc
01.2023 - 03.2024
- Developed detailed use cases, user stories, and functional specifications to guide software development teams.
- Facilitated workshops and meetings with stakeholders to gather requirements, identify process improvements, and resolve conflicts.
- Created business process models (BPMN) using Visio and Lucidchart to map out current and future state processes.
- Managed project timelines, resources, and deliverables using project management tools such as JIRA and MS Project.
- Collaborated with cross-functional teams, including developers, testers, and product managers, to ensure successful project delivery.
- Performed risk analysis and developed mitigation strategies to address potential project risks.
- Supported change management initiatives by developing training materials and conducting training sessions for end-users.
Payment and Rewards Analyst (Contract)
PC Financial Bank (Loblaw’s), Calgary
09.2022 - 03.2023
- Engage customers, educate them about the benefits of PC products and services.
- Achieving 100% sales target every month with excellent customer feedback.
- Conducted Beta User Acceptance testing for a product and provided feedback to the IT team on the user experience for a banking product.
- Communicate with customers and internal stakeholders to propose solutions to improve customer satisfaction and product adoption
- Drive the adoption of efficient store processes, in compliance with public health guidelines during the COVID-19 pandemic
- Continuously engaged with stakeholders (store supervisors, cashiers, and security) to identify bottlenecks and propose solutions to improve customer experience
Engage Customers, Educate Them About the Benefits
Victory Human Services, Boston MA
04.2021 - 03.2022
- Conduct meetings and supervision with Case Managers.
- Coordinate care and support for consumers with case workers and external agencies.
- Screen and place new clients in Specialized Home Care homes.
- Maintain contact with clients’ biological families.
- Ensure compliance with internal and external regulatory standards.
- Supervise and evaluate assigned Case Workers and support staff.
- Resolve customer complaints and issues, ensuring a high level of customer satisfaction.
- Maintain detailed records of customer interactions and transactions using CRM software.
- Collaborate with team members and other departments to address complex customer issues.
- Provide training and support to new team members.
- Consistently met or exceeded performance metrics, including response time and customer satisfaction scores.
Business Analyst
IY GLOBAL LINKS & HOMES
01.2020 - 03.2021
- Conduct market research to identify trends, opportunities, and competitive dynamics.
- Analyze data related to property values, rental rates, occupancy rates, and market demand.
- Provide insights and recommendations based on market analysis to support investment decisions.
- Provide data-driven insights to inform strategic decisions (e.g., market entry, portfolio diversification, capital allocation).
- Monitor and evaluate the performance of strategic initiatives.
- Develop strategies to enhance tenant satisfaction, retention, and engagement.
- Identify and assess risks related to property management, investments, and operations.
- Develop and implement risk mitigation strategies.
- Act as a liaison between business stakeholders and technical teams.
- Track project milestones, timelines, budgets, and deliverables.
- Identify and mitigate project risks.
- Develop and document standard operating procedures (SOPs).
Business Analyst
Access Bank Nigeria
06.2019 - 12.2019
- Facilitated collaboration with end users, conducted independent analysis to resolve strategic issues to mitigate risks.
- Planned and conducted third-party software analysis for a proof of concept project.
- Participated in meetings and workshops with different stakeholders to facilitate discussions and resolve conflicts.
- Acted as customer proxy to one of Drilling application project technical requirements to plan out a solution for Real time data application.
- Prepared requirements traceability, impact analysis and managed functional and non-functional requirements priority with feature backlog.
- Carried out process analysis and detailed functional specifications to work on various paper-based documents for digitization purposes.
- Collaborated with external partners to validate data accuracy for User Acceptance testing project.
- Managed the roll-out for an upgrade of Oil and Gas software by conducted User Acceptance testing and documenting the test reports with error logs.
Head Retail Services
Cellulant Nigeria Ltd
02.2017 - 04.2019
- Managing of budget
- Supervising and appraising staff
- Monitoring the financial performance of the company
- Liaise with finance manager to produce workable rolling forecasts and budgets
Customer Service Representative
Etisalat Nigeria
03.2013 - 09.2015
- Handle an average of 80+ customer inquiries daily via phone, email, and chat.
- Resolve customer issues and complaints promptly, ensuring customer satisfaction.
- Assist customers with product information, order status, and account management.
- Achieved a 95% customer satisfaction rating in quarterly surveys.
Education
Bachelor of Arts - Business And Management
University Of Essex
United Kingdom 06.2022
Bachelor of Arts - History And International Relations
Delta State University
Nigeria06.2010
Skills
- Operations Analysis
- Business Planning
- Stakeholder Management
- Project Management
- Proficient in Microsoft Office applications: Excel, PowerPoint, Outlook, Word
- CRM Systems: Zoho CRM, Freshdesk, LiveChat, Qualtrics, Salesforce
- Problem-Solving and Conflict Resolution
- Time Management and Multitasking
- Technical Support and Troubleshooting
- Adaptability and Stress Management
- Complaint resolution
- Good team membership qualities and leadership skills
- Social Media, and IT skills
- Ability to work efficiently and keep calm under pressure
Certification
- CBAP - Certified Business Analysis Professional
- Professional Scrum Master (PMS)
Timeline
Business Analyst
Global Stride Consulting Inc
01.2023 - 03.2024
Payment and Rewards Analyst (Contract)
PC Financial Bank (Loblaw’s), Calgary
09.2022 - 03.2023
Engage Customers, Educate Them About the Benefits
Victory Human Services, Boston MA
04.2021 - 03.2022
Business Analyst
IY GLOBAL LINKS & HOMES
01.2020 - 03.2021
Business Analyst
Access Bank Nigeria
06.2019 - 12.2019
Head Retail Services
Cellulant Nigeria Ltd
02.2017 - 04.2019
Customer Service Representative
Etisalat Nigeria
03.2013 - 09.2015
Bachelor of Arts - Business And Management
University Of Essex
Bachelor of Arts - History And International Relations
Delta State University
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