Tobi Calebs
Toronto,ON
Summary
Seasoned management professional with over 5 years experience in developing strategic plans for service excellence, supporting cross-functional teams to increase customer satisfaction through process improvements, and building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Business Analyst - Finance (contract)
Canadian Insurance Alliance
06.2023 - Current
- Collaborate with IT and finance teams during the implementation of a new billing system, gathering requirements from stakeholders, and providing detailed insights into billing workflows to ensure alignment with business needs
- Develop comprehensive documentation for billing processes, including workflows, use cases, and SOPs, contributing to standardization and improved training efficiency across the department
- Analyze and resolve complex customer billing issues by conducting root cause analysis, leading to a 30% reduction in recurring billing errors and improved customer satisfaction
- Engage with stakeholders, including clients and internal teams, to gather feedback and clarify requirements, leading to the development of enhanced billing procedures that improved transparency and reduced inquiry response time by 25%
- Conduct user acceptance testing (UAT) for billing system updates, ensuring that new functionalities met business requirements and aligned with end-user needs, resulting in a smooth transition with minimal disruption
- Collaborated cross-functionally with finance and IT teams to reconcile accounts, providing detailed business requirements and validating financial data integrity in system migrations
Assistant Retail Operations Manager
Shoppers Drug Mart
10.2021 - 05.2023
- Analyzed store operations, optimized processes, and provided actionable insights to drive sales and enhance customer experiences.
- Conducted in-depth sales data analysis, identified trends, and developed strategic recommendations that boosted revenue by 15%.
- Analyzed inventory turnover and implemented process improvements, reducing shrinkage by 10% and optimizing stock levels.
- Analyzed employee performance metrics, designed targeted training programs, and increased team productivity by 20%
- Analyzed customer feedback, identified recurring issues, and implemented service improvements, resulting in a 25% reduction in complaints
- Collaborated with other department teams to ensure the overall objective of customer service, excellent product display and knowledge were the key drivers in day-to-day job functions.
Service and Operations Manager - Food Services
Tim Hortons
08.2019 - 09.2021
- Analyzed operational performance, streamlined processes, and provided actionable insights to improve efficiency and profitability
- Analyzed workflows and identified inefficiencies, implementing process improvements that increased service speed and reduced waste by 15%
- Conducted cost analysis, optimized supply chain processes, and reduced food costs by 10% while maintaining quality
- Analyzed sales data to identify high-margin items and customer preferences, leading to menu adjustments that increased average sale by 12%
- Developed performance metrics and targeted training programs that enhanced team productivity by 20% and reduced turnover
- Controlled inventory, monitored revenues and sales projections
- Strategically prepared staff weekly schedules and tasks to align with their strength and coordination on the floor.
Business Development Associate
Housessories Limited
04.2015 - 12.2015
- Collaborated with stakeholders to gather requirements and develop solutions that aligned with business objectives, resulting in more effective client engagement and retention strategies
- Analyzed market and product data to identify trends and generate informed profit projections, providing actionable insights that informed business strategy and drove a 15% increase in revenue
- Improved bottom-line profitability by growing customer base and capitalizing on upsell opportunities
- Generated leads through effective network development, identifying new and prospective clients
- Created marketing content for weekly newsletters which generated a minimum of 16 new sales leads monthly.
Education
Graduate Certificate in Human Resources Management - Business
Seneca College
North York, Ontario12.2018
Graduate Certificate in International Development - Business
Centennial College
Scarborough, Ontario12.2016
Bachelor of Arts - French Studies
Babcock University
Nigeria06.2013
Skills
- Communication skills
- Analytical skills
- Documentation skills
- Collaboration skills
- Problem-solving skills
- Presentation skills
- Facilitation skills
Technical Skills
- Agile Methodology
- User Acceptance Testing
- Business Process Modeling
- Requirement Elicitation and Gathering
- Process Mapping Technique
- Use Case Development
TOOLS
- MS Visio
- Balsamiq
- JIRA
- Confluence
- MS Office
- HP Quality Center
- Asana
- RACI Matrix
Certification
- Advanced Business Analysis Training - June 2024
- Project Management, Google - January 2023
Timeline
Business Analyst - Finance (contract)
Canadian Insurance Alliance
06.2023 - Current
Assistant Retail Operations Manager
Shoppers Drug Mart
10.2021 - 05.2023
Service and Operations Manager - Food Services
Tim Hortons
08.2019 - 09.2021
Business Development Associate
Housessories Limited
04.2015 - 12.2015
Graduate Certificate in Human Resources Management - Business
Seneca College
Graduate Certificate in International Development - Business
Centennial College
Bachelor of Arts - French Studies
Babcock University
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