Summary
Overview
Work History
Education
Skills
Certification
Coreknowledgeskillareas
Timeline
Generic

Tosin Adeleke

Toronto,Canada

Summary

Experienced Salesforce Business Analyst with over 5 years of experience in business analysis and 3+ years of expertise in Salesforce.com. Holding a Bachelor’s degree in Computer Science and three Salesforce Certifications. Adept in business requirement gathering, solution implementation and business process improvements withing Agile frameworks. Proven ability to deliver user-centered solutions that enhance operational efficiency, security and compliance. Proficient in scaling systems and enhancing user experiences with a keen focus on user-driven outcomes. Skilled in conducting detailed research, preparing technical reports, and facilitating effective communication across cross-functional teams. Thrives in collaborative environments, leveraging communication skills to build stakeholder relationships and drive successful and productive outcomes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Salesforce Business Analyst

MSH Americas
05.2023 - Current
  • Spearheaded Salesforce Service Cloud and Omni-Channel roadmap in collaboration with business stakeholders, creating a vision that streamlined customer service workflows, aligned with MSH’s business objectives, and anticipated future enhancements
  • Acted as a liaison between SMEs, users, solution architects and developers as required during the development cycle to ensure project issues were clarified with their impacts understood which resulted in timely project deliverables
  • Utilized Salesforce CRM customization tools, such as custom objects, fields, formulas, validation rules, page layouts, and workflow rules
  • Tailored Salesforce functionalities to align with specific business requirements, optimizing user workflows and enhancing system usability
  • Maintained a repository of documentation, encompassing user stories, release notes, and feature requests
  • This library supported ongoing enhancements and provided a comprehensive reference for future project iterations
  • Created business cases, EPICs, and detailed user stories to align project scope with strategic goals, facilitating clear communication across teams
  • Elicited and documented requirements into Business Requirement Documents (BRDs) and Functional Requirement Documents (FRDs), which were then translated into Systems Requirement Specifications (SRS) for developer implementation
  • Conducted gap analysis to identify discrepancies between current and desired future states, providing recommendations and actionable plans to bridge these gaps
  • Responsible for defining the test plan, analysing the test scenarios, preparing test case documents and defining the performance environment requirements
  • Actively contributed to Change Management by documenting SOPs, coordinating user acceptance testing (UAT), and achieving a 98% UAT approval rating, supporting a seamless transition and readiness across stakeholder groups
  • Authored over 300 detailed user stories with clear acceptance criteria, ensuring technical specifications were well-defined, which streamlined development cycles and increased accuracy in final deliverables
  • Oversaw UAT sessions, coordinating with business stakeholders and end-users to validate solutions, ensuring delivery of Salesforce capabilities that met business requirements
  • Achieved a 98% UAT approval rating on initial deployments
  • Conducted training sessions for new users to ensure efficient utilization of features available in the Salesforce platform, promoting user adoption and proficiency

Business Analyst

Access Bank PLC
02.2018 - 06.2022
  • Spearheaded the design and delivery of Accessmore, a comprehensive financial services app, revolutionizing customer engagement by integrating services like banking, asset management, pensions, and insurance in a user-centric platform
  • Elicited and documented requirements into Business Requirement Documents (BRDs) and Functional Requirement Documents (FRDs), which were then translated into Systems Requirement Specifications (SRS) for developer implementation
  • Utilized Cost Benefit Analysis to communicate the financial and operational impact of proposed changes, providing data-driven recommendations to senior management
  • Managed a product backlog of over 200 enhancement requests, prioritizing based on impact and aligning with strategic goals
  • Led sprint planning, backlog refinement, and sprint reviews, coordinating closely with development teams to meet targeted delivery timelines
  • Coordinated with QA teams, executing thorough test plans to validate app functionality against requirements and ensuring compliance with industry best practices
  • Iteratively communicated findings and Minimum Viable Product (MVP) to stakeholders throughout the Software Development Life Cycle (SDLC)
  • Worked closely with cross-functional teams throughout the SDLC
  • Collaborated with Quality Assurance testers to validate the specifications of the app
  • Designed and implemented detailed dashboards using SQL and Excel, enabling data-driven decision-making and actionable insights for stakeholders
  • Drove end-to-end solution delivery from concept to launch, maintaining alignment with business goals and tracking post-launch performance
  • Oversaw lifecycle enhancements and provided data-driven recommendations for ongoing improvements
  • Developed change readiness documentation, including SOPs and training manuals, to support smooth post-implementation adoption and user training

CLIENT RELATIONSHIP OFFICER

Access Bank
06.2015 - 01.2018
  • Managed and coordinated the Lagos Mainland client service team, ensuring timely resolution of customer complaints and requests
  • Developed and implemented complaint handling processes and protocols, streamlining the process and enhancing customer experience
  • Created custom reports and dashboards, providing actionable insights to the support and complaints team, resulting in increased turnaround time for complaint resolution
  • Conducted root cause analysis on customer complaints, gathering statistics and improving overall customer experience
  • Worked with teams from account reconciliation, sales, operational excellence, compliance, and audit to address recurring customer complaints and reduce overall complaint volume

Education

BACHELORS degree - Computer SCIENCE

Skills

  • Service cloud implementation
  • Business process mapping
  • Workflow optimization
  • Agile methodology
  • Team building and motivation
  • Process improvement expertise

Certification

  • Certified Business Analyst Professional (CBAP)
  • Salesforce Administrator
  • Certified Scrum Product Owner (CSPO)
  • Salesforce Sales Cloud Consultant
  • Salesforce Service Cloud Consultant

Coreknowledgeskillareas

Administration, Sales, Service and Experience Cloud, Reports and Dashboards, Flow and Automation, Requirements Gathering, User Story Development, Process Improvement, Test Cases and Scripts, Entity Relationship Diagrams, UAT, Agile Methodologies (Scrum), Sprint Ceremonies, Backlog Management (Jira, Confluence, Trello), Data Structures, Development Tools, User Acceptance Testing, System Requirements Specification, MS Suite (Word, Excel, PowerPoint, Visio, Dynamics, Outlook, Access), SharePoint, Clear, concise, and collaborative communication with diverse stakeholders., Analytical thinking, identifying root causes, recommending innovative solutions.

Timeline

Salesforce Business Analyst

MSH Americas
05.2023 - Current

Business Analyst

Access Bank PLC
02.2018 - 06.2022

CLIENT RELATIONSHIP OFFICER

Access Bank
06.2015 - 01.2018

BACHELORS degree - Computer SCIENCE

Similar Profiles

CREATE PROFILE
Tosin Adeleke