Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Extracurriculumvolunteeractivities
Work Preference
Interests
Intern
Abimbola Adekoya

Abimbola Adekoya

ERP Support Analyst
Northampton,Northamptonshire

Summary

Versatile Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in different environments. Gifted at handling issues ranging from minor software misconfigurations to complex failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 17 years of experience in diverse industries.

Overview

15
15
years of professional experience
1
1
Language

Work History

ERP Support Analyst

Raja UK
Bedford, Bedford
6 2023 - Current
  • Improved customer satisfaction by promptly addressing and resolving hundreds of support issues.
  • Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
  • Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
  • Answered hundreds of customer support inquiries via specialized ticket tracking platforms.
  • Streamlined support processes for increased efficiency and faster issue resolution.
  • Collaborated with cross-functional teams to implement solutions that enhanced system performance.
  • Served as subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
  • Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
  • Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Developed strong relationships with consultants, resulting in better collaboration during troubleshooting efforts.
  • Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
  • Contributed towards culture of continuous improvement within organization by actively participating in quality assurance activities.
  • Met performance metrics (SLAs) for factors such as ticket volume thresholds and ticket time guidelines, producing exceptional end user feedback.
  • Contributed to on-site and technical support for third-party software titles such as Microsoft Dynamics NAV and Salesforce for end-users personnel.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Created user accounts and assigned permissions.
  • Created Power Automate flows to automate business processes.
  • Developed CANVAS and Model Driving Apps, integrated to Excel

Digital Operational Support

E.ON Next
04.2022 - 06.2023
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
  • Elevated customer support experience by adopting customer-first approach in all interactions.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.

Business Analyst

M & E Realty Limited
Northampton, Northamptonshire
10.2021 - 06.2023
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in organization.
  • Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
  • Improved business processes by analyzing current practices and recommending optimization strategies.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Enabled data-driven decision making with advanced analytics tools, generating valuable insights for organization.
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
  • Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
  • Increased resource efficiency by analyzing detailed business requirements.
  • Fostered culture of continuous improvement by leading regular review sessions to identify and implement process enhancements.
  • Developed financial models to project future growth scenarios, assisting in long-term strategic planning.
  • Reduced costs through meticulous budget management and cost-benefit analysis for each project phase.
  • Improved decision-making with comprehensive risk assessments, identifying potential issues before they impacted projects.
  • Optimized business operations by designing and introducing efficient workflow processes, which led to smoother project execution.
  • Boosted team productivity by introducing agile methodologies, fostering more dynamic and responsive work environment.
  • Facilitated workshops for stakeholders to gather requirements, ensuring projects aligned with business objectives.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Analyzed data to identify root causes of problems and recommend corrective actions.

ERP Functional Consultant/Business Analyst

Softcubes Solution Limited
03.2011 - 09.2020
  • Business Analyst for company and implemented various projects including digital transformation and business solutions Microsoft Dynamics NAV and BC so companies could stay on top of their business and keep up with competitors while retaining and expanding their customer base and satisfaction leading to increase revenue and profit for client and their customers
  • Ensured compliance with industry best practices by adhering to established guidelines during all phases of project lifecycle.
  • Documented functional specifications to facilitate seamless handover to technical teams for development purposes.
  • Championed change management initiatives by effectively communicating benefits and guiding stakeholders through transition process.
  • Boosted client satisfaction by conducting in-depth requirements analysis and providing tailored solutions.
  • Assisted clients in adapting to new ERP systems by conducting hands-on training sessions and workshops.
  • Managed end-to-end project delivery, ensuring on-time completion within budget constraints.
  • Collaborated with cross-functional teams to develop comprehensive testing plans, resulting in high-quality system configurations.
  • Increased ERP system efficiency by analyzing and optimizing functional processes.
  • Streamlined data integration for faster decision making with thorough data mapping exercises.
  • Identified potential risks and devised mitigation strategies, minimizing project delays and cost overruns.
  • Provided ongoing support to clients post-implementation, addressing concerns promptly and effectively.
  • Reduced operational costs with improved business process designs and effective implementation strategies.
  • Enhanced user productivity by designing and implementing customized training modules.
  • Strengthened team dynamics through active collaboration, sharing knowledge, and offering constructive feedback on peers'' work output.
  • Conducted post-implementation reviews, incorporating feedback for continuous improvement of future projects.
  • Contributed to increased sales revenue by actively participating in pre-sales activities such as demos and presentations.
  • Resolved complex issues through prompt identification of root causes and implementation of corrective actions.
  • Managed customer expectations and relationships through easily understood explanations and clear communication.
  • Implemented new ERP systems based on accounting requirements and user needs, assisting with system builds, testing and deliverables.
  • Taught end users to navigate ERP system by developing and presenting training sessions.
  • Delivered individualization by working with clients to gather business requirements.
  • Assisted customers with assessing and defining key business processes, policies and procedures.
  • Identified and resolved defects by developing test strategies, testing tools and test scripts.
  • Supported smooth launch and user experience through functional end user testing and interface testing.
  • Conducted thorough reviews of operations to devise and deploy improvement strategies.
  • Evaluated current processes to develop improvement plans.
  • Gathered, documented, and modeled data to assess business trends.
  • Integrated Plex, SAP, Oracle, Microsoft Dynamics and other ERP systems to connect with applications and data sources.
  • Met project goals on time and within budget constraints by managing implementation project activities, adhering to deployment standards and monitoring project schedules.

Education

MSc, Computing - Computing

University of Northampton
Northampton, NTH
09.2020 - 03.2022

Skills

1st, 2nd and 3r Tier end-user support

Accomplishments

  • Achieved 99% Support Level Agreement (SLA) resolution of user support tickets by providing 1st and 2nd tier level support of IFS, Microsoft Finance and Operations and Microsoft Dynamics NAV (ERP) and Salesforce solutions.
  • Coordinated cross-functional teams and provided business analysis for over 30 projects.
  • Process Improvement - Achieved revenue objective by implementing cost-cutting measures.
  • Led team of 6 to meet 99% of SLAs by streamlining business processes and identifying areas for improvement.
  • Designed and implemented an innovative workflow solution for thousands dollars in saving , 50-300 employee companies.
  • Developed an organizational change management strategy for 150 employees as a Lead Analyst.
  • Reduced organizational operating costs by 40% by streamlining processes.
  • Designed a workflow solution for different companies, resulting in better control and 100% efficiency in business operation.
  • Documented and resolved over 500 issues which led to 100% efficiency and improvements in business operation.
  • Achieved automation of sales order creation with accuracy and efficiency by introducing Continia document in Microsoft dynamics NAV for capturing data from customer purchase order tasks.
  • Collaborated with team of 10 in the development of Microsoft Dynamics NAV, 3rd party solutions and interfaces.
  • Resolved product issue through user shadowing and other eliciting techniques.
  • Product Development - Led team of 6 business analysts to elicit, analyse, validate, test, deploy and post support for successful new digital transformation launch.
  • Improved clients’ business insight that fosters quicker and more efficient decision-making, and control by 100% by migrating legacy or silo applications to integrated Enterprise Resource Planning (ERP) offering companies scalability, flexibility, time savings, 100 thousands of dollars cost savings and great business process efficiency.

Software

Microsoft Dynamics NAV and BC

SQL

Python

Extracurriculumvolunteeractivities

  • Rotary International, Rotary Foundation committee chair,Membership committee chair, Empowerment committee member, 2019 - Present
  • University of Northampton, Course advocate for MSc Computing September 2020 set., 09/2020 - 03/2022
  • University of Northampton, Speaker at Departmental MSc Computing courses to new students as invited by module lecturers.

Work Preference

Work Type

Full TimeContract Work

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionTeam Building / Company RetreatsPersonal development programsFlexible work hours

Interests

Humanitarian service

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Abimbola AdekoyaERP Support Analyst