Implementation Consultant

• Jun 2021 - Present

Originations Specialist

• Oct 2020 - Jun 2021

• Use multiple web-based applications for investigation and verification. • Review, verify, and update customer’s loan application to determine eligibility. • Generate new leads through inbound calls from interested applicants and set up new accounts • Use multiple web-based applications for investigation and verification. • Review, verify, and update customer’s loan application to determine eligibility. • Generate new leads through inbound calls from interested applicants and set up new accounts

Implementation Specialist

• Mar 2020 - Sep 2020

• Defined and configured the client and performed onboarding of a new client on the SaaS platform • Engaged with existing clients for routine program change requests • Documented the changes in the various Givex Softwares • Defined and configured the client and performed onboarding of a new client on the SaaS platform • Engaged with existing clients for routine program change requests • Documented the changes in the various Givex Softwares

Customer Experience Advisor

• Oct 2019 - Mar 2020

• Resolved customer issues on the first call and maintained the SLA for customers (accuracy 95%) • Responded to inquiries and service requests and handled escalated calls by providing solutions • Documented all inquiries/issues in ticketing system (Zendesk) • Promoted and offered products/services by consulting, gathering info, and evaluating customer needs • Resolved customer issues on the first call and maintained the SLA for customers (accuracy 95%) • Responded to inquiries and service requests and handled escalated calls by providing solutions • Documented all inquiries/issues in ticketing system (Zendesk) • Promoted and offered products/services by consulting, gathering info, and evaluating customer needs

Transition to Canada

• May 2019 - Sep 2019

• Shifted base to Toronto • Enrolled with Acces Employment for upgrading skills through attending session and seeking job opportunities • Attended job fairs and other networking events • Completed Linkedin online courses • Shifted base to Toronto • Enrolled with Acces Employment for upgrading skills through attending session and seeking job opportunities • Attended job fairs and other networking events • Completed Linkedin online courses

Project Manager

• Jul 2014 - Apr 2019

• Supervised the software implementation team to meet the requirement of the clients and tracked progress to ensure project milestones were completed on time and budget• Facilitated the requirement gathering sessions with the clients to determine technical and business requirements and ensuring that all necessary information is collated prior to producing a solution• Interacted closely with project stakeholders to validate their requirements and analysed them through analysis models via techniques such as reviews, walkthroughs, prototyping• Interpreted the data, analysed the results using statistical techniques and provided ongoing reports• Defined Project management plans and communicated within team, management and various stakeholders• Created effective project plans, monitored the schedule and reduced the cost by 15%• Attained experience in various software development methodologies such as Waterfall and Agile• Monitored QC team to ensure requirements are translated into executable test plans and strategies • Determined technical and business requirements of potential clients and ensuring that all necessary information is collated prior to producing a solution• Facilitated teams across broad technical and business disciplines and influenced multiple stakeholders• Generated additional 10% revenue from the change requests and additional orders from various clients• Identified and resolved issues and conflicts within the project team• Accessed risk factors and continuously tracked changes that might affect project outcome• Developed the training programs and facilitated onsite training to the client and project teams• Streamlined quality initiative in the respective projects and business practices as per CMMI and ISO standards audits into branch office and provided training to the employees for proper compliance Show less

Business Analyst

• Aug 2009 - Jun 2014

• Analysed current flows, workflows, documented As-Is and To-Be state of the systems and performed GAP analysis within a business process and recommend systems solutions to meet project goals• Hands-on experience in implementing various SaaS applications and Implementation projects related to the financial services• Engaged with senior management to define business requirements and prepared business cases• Designed and improved of various documents including the Business requirements document (BRD), Use case specifications, User stories, testing documents and User Manuals • Authored and expanded use cases and technical documents catering to the business requirements• Chaired review meetings for finalisation of prototype designs• Performed over 500 complete/comprehensive functional tests • Assisted in development of test scenarios, test cases and User Acceptance Testing (UAT)• Coordinated with the customer and the development team for the smooth running of the project Show less