Racheal Ezeja
Surrey,Canada
Summary
Results-driven Product Analyst with 5+ years of experience in customer-facing technology roles, specializing in requirements gathering, product feature design, and client relationship management. Proven track record of delivering large-scale system implementations affecting 2,000+ users while maintaining exceptional customer experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Business Analyst
Healthy Hills Consulting Inc Hub
08.2025 - Current
- Facilitate requirements gathering sessions with clients to define feature scopes and translate business needs into technical specifications and user stories
- Conduct stakeholder workshops and presentations to align product roadmaps with client operational goals
- Develop comprehensive product documentation, including SOPs, user guides, issue logs, and client-facing materials
- Coordinate user acceptance testing cycles, document feedback, and drive timely resolution of client concerns
Business Analyst
Jasper Hub
10.2024 - 07.2025
- Performed data analysis to identify process gaps, technical risks, and opportunities for product enhancement
- Recommended mitigation strategies and process improvements to optimize client workflows
- Tracked and documented product issues, bugs, and enhancement requests for development team prioritization
Business Analyst | ATM Systems & Operations
Access Bank PLC
09.2018 - 08.2023
- Led end-to-end migration of 800+ ATM terminals from Postillion to BankWorld platform, delivering 30% improvement in transaction speed and 22% reduction in customer complaints through enhanced user experience
- Directed post-merger integration of 1,000+ Diamond Bank ATMs, coordinating system alignment workshops, stakeholder training, and UAT cycles to ensure seamless customer access and 100% uptime
- Managed encryption key migration project across 2,000+ terminals, implementing secure configuration changes while maintaining strict availability SLAs and zero service disruption
- Identified, documented, and tracked bugs for the development team, providing detailed reproduction steps and impact analysis
- Implemented configuration changes to support evolving business needs across multiple product lines
- Conducted workflow analysis and recommended process optimizations to support ATM fleet expansion initiatives
- Facilitated cross-functional workshops with back-end developers, security teams, and operations staff to align technical solutions with business objectives
- Delivered live training sessions and product demonstrations to internal teams and external vendors
Education
Master of Professional Studies - Analytics
Northeastern University
VancouverBachelor of Science - Accounting
Babcock University
NigeriaSkills
- Product & Customer Experience: Requirements Gathering User Story Development Feature Scoping Client Training & Support Customer Success Management Issue Resolution & Escalation Product Testing & QA
- Technical Skills: SQL Queries Data Analysis Figma Microsoft Office Suite (PowerPoint, Excel, Visio, BPMN 20) ERP & CRM Systems Jira Confluence Tableau AI Tools & Prompt Engineering
- Product Development: Wireframing & Design Process Mapping User Acceptance Testing Bug Documentation Configuration Management Product Documentation Release Coordination
- Collaboration & Communication: Stakeholder Engagement Cross-functional Team Collaboration Workshop Facilitation Live Meeting Leadership Technical Training Delivery Client Relationship Management
Certification
- Data Science for Business Intelligence – Jasper Analytics
- Data Visualization & Storytelling – Northeastern University
- Enterprise Design Thinking – IBM
- Project Management Foundations – Northeastern University
Languages
English
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Analyst
Healthy Hills Consulting Inc Hub
08.2025 - Current
Business Analyst
Jasper Hub
10.2024 - 07.2025
Business Analyst | ATM Systems & Operations
Access Bank PLC
09.2018 - 08.2023
Bachelor of Science - Accounting
Babcock University
Master of Professional Studies - Analytics
Northeastern University