Salesforce Business Analyst ║ Consultant

• May 2022 - Present

Salesforce customization and configuration, User management and security Workflow and process automation Data management and reporting Salesforce Lightning Experience Salesforce customization and configuration, User management and security Workflow and process automation Data management and reporting Salesforce Lightning Experience

Salesforce Administrator

• Feb 2021 - Apr 2022

Business Analyst

• Nov 2014 - Feb 2021

• Reviewed all bank processes and collaborate with relevant stakeholders to automate manual processes, aimed at ensuring cost reduction, work efficiency and improved productivity. • Elicited business and stakeholder requirements for the purpose of conceptualizing improved and more optimized solutions. • Developed test cases, coordinated user acceptance testing and ensured alignment of developed application with business objectives. • Defined critical success metrics for appraising process effectiveness and efficiency • Developed the bank’s business process designs and mapping using process mapping tools (Microsoft Visio). • Performed cost benefit and risk mitigation analysis for proposed business solutions • Documented the bank’s standard operating procedures (SOPs) for uniformity and as business continuity plan which significantly improved the quality management system (QMS) in the bank • Identified process improvement initiatives and championed process reengineering/automation for these processes which led to improvement in process turnaround time by 20% and which positively impacted on the bank’s customer service rating by 10% in 2017. • Took minutes of meetings at brainstorming sessions, tracked project milestones using project management tracking tools such as Jira and provided updates on weekly reporting meetings to stakeholders Show less

Customer Experience Analyst

• Nov 2013 - Feb 2014

• Resolved customer complaints logged on the Voice of Customer platform (VoC). • Promoted the company’s brand and unique offerings through personalized customer service. • Conducted intra and interbank industry benchmark analysis to recommend process improvement strategies that will improve existing service offerings • Identified customer pain points across all the bank's services channels by conducting document analysis, process observation, engaging focus groups etc. and suggested process improvement opportunities • Organized customer service and SOP trainings for both back office and frontline officers to become service champions Show less

Teller Service Representative - Branch Operations

• Jan 2012 - Jul 2012

 • Process customers cash withdrawals and cash lodgements • Resolve customer complaints and discrepancies. • Process public utility bill payments. • Assisted customers with setting up accounts and signing up for new services. • Processed customer transactions promptly, minimizing wait times. • Answered telephone inquiries on banking products, including checking, savings, loans and lines of credit. • Executed wire transfers, stop payments and account transfers.  • Process customers cash withdrawals and cash lodgements • Resolve customer complaints and discrepancies. • Process public utility bill payments. • Assisted customers with setting up accounts and signing up for new services. • Processed customer transactions promptly, minimizing wait times. • Answered telephone inquiries on banking products, including checking, savings, loans and lines of credit. • Executed wire transfers, stop payments and account transfers.