Olu Sanni
Stafford,TX
Summary
Flexible and versatile Business Analyst specializing in developing innovative solutions to organizational problems. Advanced knowledge of asset tracking software. Committed to providing accurate, effective advice to customers.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Business Analyst
IMO - Remote
Chicago, IL
09.2022 - 01.2024
- Conducted market research to identify potential opportunities for new product development.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Identified gaps between current state and desired future state operations.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Translated user needs into actionable items that could be addressed by IT teams.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Identified needs of customers promptly and efficiently.
- Managed timely flow of business intelligence information to users.
Customer Care Representative /Customer Service Supervisor
Sitel Inc - Costco Wholesale
Indianapolis, IN
03.2020 - 06.2022
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Processed orders accurately and efficiently according to established procedures.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Provided training support for new hires related to customer service processes and procedures.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Educated customers where applicable to alleviate need for future contact.
- Promoted product offerings to drive growth and exceed benchmarks.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
Customer Service Manager
Ecobank Nigeria
Lagos, Lagos
06.2008 - 06.2019
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Collaborated with other departments to ensure customer satisfaction.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Assisted in developing training materials for new hires as well as existing employees.
- Monitored phone calls to provide feedback and coaching.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
Education
Master of Science - Management Science
Imo State University
Nigeria11-2016
Bachelor of Science - Business Education
Ogun State University
Nigeria12-1999
Skills
- Business Planning
- Strategic Planning
- Business Process Improvement
- Customer Needs Assessment
- Operations Analysis
- User Acceptance Testing
- Product Development
- Customer Support
- Complaint Handling
- Payment Processing
- Exceptional Organizational Skills
- Customer Service Background
- Data Entry
- Performance Improvement
- Understanding of Negotiation Techniques
- Documentation and Reporting
- Quality Assurance
- Escalation Management
- Process Improvement
- Business Administration
- Project Planning
- Customer Service
- Human Resources Management
- Business Development
- Analytical Skills
- Effective Communication
- Administration and Reporting
- Multitasking
- Time Management
- Problem-Solving Aptitude
- Business Analysis and Reporting
- Needs Assessment
- Team Leadership
- Computer Skills
- Active Listening
- Interpersonal Communication
- Customer Relationship Management
- Negotiation and Conflict Resolution
- Attention to Detail
- Task Delegation
- Problem-Solving Abilities
- Adaptability and Flexibility
- Interpersonal Skills
- MS Office
- Professionalism
- Analytical Thinking
- Self Motivation
- Idea Development and Brainstorming
- Written Communication
- Decision-Making
- Excellent Communication
- Teamwork and Collaboration
- Problem-Solving
- Positive Attitude
Timeline
Business Analyst
IMO - Remote
09.2022 - 01.2024
Customer Care Representative /Customer Service Supervisor
Sitel Inc - Costco Wholesale
03.2020 - 06.2022
Customer Service Manager
Ecobank Nigeria
06.2008 - 06.2019
Master of Science - Management Science
Imo State University
Bachelor of Science - Business Education
Ogun State University
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