olu segun
Antioch,IL
Summary
Detail-oriented business analyst with several years of experience conducting analysis and research to come up with measureable solutions to common business problems. Polished in formulating business improvement strategies and overseeing new technology and system implementation with project management techniques. Excellent team player, Committed to forming strong, productive teams
Activates strong analytical skills to investigate trends in large amounts of data and formulate conclusions based on findings. Excels at cultivating, managing and leveraging client relationships to foster extended engagements and business opportunities.
Overview
15
15
years of professional experience
Work History
Senior Business Analyst
Curaleaf
Chicago , Illinois
03.2022 - Current
- Translated business objectives into measurable success criteria that could be tracked over time.
- Conducted stakeholder interviews to understand user needs and preferences.
- Produced reports summarizing findings from data analysis activities to facilitate informed decisions making.
- Identified opportunities for automation of manual processes through technology solutions.
- Analyzed existing systems and processes, identified gaps and recommended improvements.
- Collaborated with IT teams on the development of applications based on business requirements.
- Conducted gap analysis between current state processes and desired future state processes.
- Gathered performance metrics from different sources including surveys, focus groups.
- Performed root cause analysis to determine underlying issues in complex problems.
- Documented test cases for validating system functionality against user requirements.
- Assisted in developing strategies for improving customer service operations efficiency.
- Worked closely with clients to ensure their satisfaction with the delivered product or service.
- Designed use case scenarios to demonstrate how users interact with the system or application.
- Prepared cost and benefit analyses to support decision-making regarding potential solutions.
- Created data flows to illustrate the flow of information between various stakeholders.
- Developed business process models to identify and document customer requirements.
- Determined opportunities to improve workflow by adding and modifying processes, revamping use cases for each initiative and creating new components for each functional area.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Participated in sprint planning meetings with product owners and managers to ensure alignment between business objectives and engineering goals.
- Reviewed bug reports from users and clients and identified root cause before providing solutions and fixes.
- Facilitated team collaboration sessions for problem solving activities around various issues faced during SDLC cycle.
- Documented application designs using UML diagrams such as use cases, class diagrams, sequence diagrams.
- Assisted with backlog grooming activities including user story refinement, estimation and prioritization of stories.
- Led scrum ceremonies including sprint planning, daily standups, backlog grooming and refinement sessions, demos and retrospectives.
- Coordinated planning, backlog grooming and estimation to manage resource allocation and dependencies.
- Collaborated with stakeholders to define feature requirements and prioritize backlog items.
- Participated in meetings with clients regarding their needs and requirements for services or products.
- Ensured that all software meets customer requirements before release.
Senior Business Analyst
Prinaj Services Inc
Chicago , IL
03.2019 - 02.2022
- Translated business objectives into measurable success criteria that could be tracked over time.
- Conducted stakeholder interviews to understand user needs and preferences.
- Produced reports summarizing findings from data analysis activities to facilitate informed decisions making.
- Documented processes for creating a consistent look-and-feel across all interfaces.
- Analyzed user feedback and conducted competitor analysis to inform design decisions.
- Developed detailed specifications for web application features.
- Developed user stories, use cases, workflow diagrams, and other artifacts for documenting requirements.
- Facilitated brainstorming sessions with stakeholders to identify business objectives and functional requirements.
- Collaborated with internal stakeholders to ensure compliance with applicable laws, regulations, and policies related to risk management.
- Worked closely with product owners to define acceptance criteria for features.
- Identified areas where existing processes can be improved upon through automation or streamlining.
- Gathered feedback from users during testing cycles and updated documentation accordingly.
- Collaborated with developers to troubleshoot issues related to requirements definition.
- Created process flows and data models to analyze user stories from a technical perspective.
- Performed gap analysis between current systems and desired outcomes as part of requirement gathering process.
- Conducted interviews with stakeholders to gather information about their expectations of the system's functionality.
- Worked with cross-functional teams, including developers, business analysts, and project managers, throughout the SDLC.
- Used bug tracking systems like JIRA for managing defects throughout the SDLC.
- Collaborated with internal teams such as development, engineering, QA, support staffs to ensure security best practices are followed throughout the SDLC process.
- Performed exploratory tests throughout each phase of the SDLC process.
- Collaborated with other teams such as UX and UI Designers, Quality Assurance Engineers, and Database Administrators throughout the SDLC.
- Assisted with backlog grooming activities including user story refinement, estimation and prioritization of stories.
Quality Assurance Analyst
Prinaj Services Inc
Chicago , IL
04.2017 - 03.2019
- Provided feedback on usability and suggest improvements to the product design teams.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
- Participated in daily scrum meetings providing status updates on projects assigned.
- Collaborated with developers to diagnose problems and devise solutions.
- Worked closely with developers during sprints providing feedback on user stories created.
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Maintained up-to-date knowledge of industry standards related to software testing best practices.
- Reviewed software release notes prior to production deployment to verify accuracy of changes implemented.
- Developed, documented, and executed manual tests for web-based applications.
- Performed functional, system integration, regression, user acceptance testing.
- Prepared reports detailing overall project progress according to established timelines.
- Identified and tracked software defects using bug tracking systems.
- Created comprehensive test cases based on technical specifications or customer requests.
- Documented all phases of test execution including results analysis and defect resolution.
- Conducted security testing to identify vulnerabilities and ensure compliance with industry standards.
- Led cross-functional team meetings to discuss testing strategies and share insights on quality improvements.
Operations Manager
Dana Airlines
06.2013 - 09.2016
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Monitored flight plans for accuracy and compliance with applicable regulations.
- Provided support to aircraft crews regarding operational procedures.
- Researched new technologies or processes that could improve efficiency in aviation operations.
- Prepared detailed reports summarizing operational information including fuel consumption, flight times, delays.
- Responded promptly to inquiries from customers regarding flight schedules or any other issues.
- Implemented airfield safety procedures to support safe operating environments for personnel and aircraft.
- Monitored competitor activity in order to stay ahead of industry trends.
- Maintained current knowledge of technology used in the field of Sales Operations Management.
- Analyzed customer buying behaviors in order to optimize sales processes for maximum efficiency.
- Facilitated communication between cross-functional teams to resolve issues quickly and efficiently.
- Established relationships with vendors to negotiate favorable terms for new products or services.
- Analyzed customer data to identify trends and opportunities for sales growth.
- Created monthly reports tracking key performance indicators such as revenue goals and customer satisfaction ratings.
Customer Experience Manager
Dana Airlines
09.2010 - 06.2013
- Facilitated communication between various stakeholders throughout the organization when it comes to matters related to enhancing the customer experience.
- Monitored customer service performance metrics and created reports for senior management review.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Implemented new technologies to streamline processes related to the customer experience journey.
- Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Maintained accurate records of all interactions with customers including call logs, emails, online chats.
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Initiated loyalty programs to reward frequent customers and increase retention rates.
- Collaborated with cross-functional teams to enhance product features and services based on customer feedback.
- Oversaw the implementation of CRM systems to streamline customer interactions and data management.
- Revised department schedules to maximize coverage during peak hours.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
Customer Service Reservation Agent
Dana Airlines
11.2009 - 07.2012
- Resolved customer complaints via phone or email in a timely manner.
- Generated reports detailing daily reservations activity for management review.
- Adhered to company policies and procedures when handling customer transactions.
- Developed strong relationships with customers through excellent communication skills.
- Provided customer service by answering inquiries, resolving complaints, and providing information about products and services.
- Resolved conflicts between customers and other staff members in a professional manner.
- Processed reservations for customers over the phone, online, and in person.
- Verified customer information to ensure accuracy of bookings.
- Utilized reservation system to input customer data accurately and efficiently.
- Suggested process improvements that resulted in increased efficiency.
- Provided accurate estimates of travel costs based on current pricing structures.
- Assisted customers with selecting appropriate packages based on their needs and budget.
- Printed itineraries and tickets for passengers each day.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Coached staff on strategies to enhance performance and improve customer relations.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Assisted in developing strategies for transitioning from legacy technology platforms to newer ones.
- Performed maintenance, troubleshooting and repair of electronic systems.
- Trained end-users on how to use the new or upgraded electronic systems properly.
Education
Bachelor of Science -
Lagos State University
05-2006
MBA - Information Technology
Western Governors University
Salt Lake City, UTCertified Scrum Master
Scrum Institute
Certified Scrum Product Owner
Scrum Institute
Certified Six Sigma Green Belt
Scrum Institute
Certified Associate Project Manager
Project Management Institute
Skills
- Agile Methodology
- Process Development
- Data Analysis
- Business process improvement
- Business Requirements Gathering
- User Acceptance Testing
- Stakeholder Management
- Process Mapping
- KPI Tracking
- Competitive Analysis
- Software Development Lifecycle
- Tableau Experience
- Data Analysis Expertise
- Data Mapping
- Technical Writing
- Gap analysis
- Workflow Analysis
- Customer Needs Assessment
- Quality Assurance
- Product Management
- Project Management
- Search Engine Optimization
- CRM Systems
- Microsoft Office Suite
- Market Analysis
- Risk Assessment
- Documentation
- Specifications Documentation
- Business Analysis
- Analytical Thinking
- Team Collaboration
- Time Management
- Problem-Solving
- Multitasking
- Cross-Functional Collaboration
- Software Development Tools: JIRA, Confluence, ADO
- Scrum
- Requirements Gathering and Analysis
- Interpersonal Skills
- Change Management
Timeline
Senior Business Analyst
Curaleaf
03.2022 - Current
Senior Business Analyst
Prinaj Services Inc
03.2019 - 02.2022
Quality Assurance Analyst
Prinaj Services Inc
04.2017 - 03.2019
Operations Manager
Dana Airlines
06.2013 - 09.2016
Customer Experience Manager
Dana Airlines
09.2010 - 06.2013
Customer Service Reservation Agent
Dana Airlines
11.2009 - 07.2012
Bachelor of Science -
Lagos State University
MBA - Information Technology
Western Governors University
Certified Scrum Master
Scrum Institute
Certified Scrum Product Owner
Scrum Institute
Certified Six Sigma Green Belt
Scrum Institute
Certified Associate Project Manager
Project Management Institute