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 /Agile Product Owner
IMO - Remote
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.
- Collaborated with stakeholders to define project objectives and criteria.
Remote Customer Service Excecutive / Supervisor
Sitel Inc - (Costco Wholesale)
03.2020 - 01.2022
- 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.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Led customer service projects to address and achieve key business objectives.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Customer Service / Branch Operations Manager
Ecobank Nigeria
12.2012 - 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.
- Oversaw daily branch operations, including personnel management, budgeting, goal-setting, and reporting.
- Ensured compliance with all regulatory requirements by staying current on industry trends, laws, and regulations affecting the business operations.
- Collaborated with other departments to develop comprehensive strategies that supported the organization''s mission and vision effectively.
- Managed financial transactions and audits, ensuring accurate record-keeping and compliance with company policies.
- Continuously monitored branch performance against targets, and made necessary adjustments to ensure objectives were met or exceeded.
- Increased customer retention with proactive relationship-building strategies and personalized service.
- Managed resource allocation effectively within the branch while adhering to budgetary constraints.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Ensured prompt resolution of cases involving potential money laundering or terrorist financing activities, liaising with law enforcement agencies as needed.
- Assisted in drafting AML policies and procedures, ensuring alignment with regulatory requirements and industry best practices.
- Contributed to successful regulatory audits by diligently maintaining up-to-date documentation on all investigative findings and actions taken.
- Reduced operational risk with regular monitoring and auditing of customer account activities for compliance adherence.
- Strengthened AML controls by analyzing transactional data for patterns indicative of money laundering or terrorist financing.
Anti-Money Laundering Analyst
Ecobank Nig
02.2008 - 12.2012
- Ensured prompt resolution of cases involving potential money laundering or terrorist financing activities, liaising with law enforcement agencies as needed.
- Assisted in drafting AML policies and procedures, ensuring alignment with regulatory requirements and industry best practices.
- Collaborated effectively with cross-functional teams to ensure seamless coordination and communication during AML investigations.
- Delivered measurable improvements in compliance standards by regularly reviewing and updating existing policies and procedures in response to evolving regulatory requirements.
- Supported management in risk assessment, providing valuable insights on potential AML vulnerabilities within the organization.
- Served as a subject matter expert, providing guidance and support to colleagues on AML regulations and best practices.
- Conducted comprehensive research on clients'' financial activities to identify high-risk accounts requiring enhanced due diligence.
- Reviewed financial documents, pointing out and correcting financial errors.
- Reported violators of financial regulations to appropriate parties for disciplinary action.
- Performed yearly reviews of bank policies and procedures to evaluate compliance with regulatory requirements and standards.
- Investigated activities of institutions to enforce laws and regulations, assessing legality of transactions and operations or financial solvency.
- Identified and implemented effective methods for examining and analyzing financial documents.
- Directed and participated in formal and informal meetings with bank directors, trustees and consultants to gather information and discuss findings.
- Partnered with fraud manager to research and investigate cases.
- Communicated with compliance manager to thwart potential money laundering or terrorist financing.
- Investigated fraud referrals and performed research to minimize risk and resolve inquiries.
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 /Agile Product Owner
IMO - Remote
09.2022 - 01.2024
Remote Customer Service Excecutive / Supervisor
Sitel Inc - (Costco Wholesale)
03.2020 - 01.2022
Customer Service / Branch Operations Manager
Ecobank Nigeria
12.2012 - 06.2019
Anti-Money Laundering Analyst
Ecobank Nig
02.2008 - 12.2012
Master of Science - Management Science
Imo State University
Bachelor of Science - Business Education
Ogun State University
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