Victoria Ogunsanya
Summary
Results-oriented Business Analyst, experienced in translating business problems and user needs into detailed requirements. Proven track record of delivering value and exceptional outcomes through effective workshops, interviews, and focus groups. Skilled in maintaining stakeholder relationships, communicating across technical and business domains, understanding business processes, and collaborating on sprint planning and prioritization activities.
Overview
9
9
years of professional experience
1
1
Certification
Work history
Customer Service Analyst
HMRC
03.2024 - Current
- Daily analyse at least 20 customer tax journey to better understand customer needs and propose options that meet their needs and also create value to organisation.
- Collaborated with cross-functional teams, stakeholders to implement process improvements based on customer feedback, process gaps and data analysis.
- Analyse customer data, including call logs, chat transcripts, and customer feedback to identify trends and drive innovations.
- Test new customer service procedures and technologies to enhance efficiency and effectiveness.
- Identify the impact of implemented changes on customers and recommend adjustment strategies as necessary,
- Identify opportunities for automation and self-service to improve customer experience and reduce operational costs.
Quality Control Analyst
ISS
10.2023 - 02.2024
- Verified quality and accuracy of finished products to determine conformity with pre-defined acceptance criteria.
- Collaborated with cross-functional teams to address quality issues and implement corrective actions.
- Perform risk assessments to identify potential quality issues and work proactively with stakeholders to mitigate risks throughout the production process.
- Executed daily testing and verification activities, constantly achieving end-to-end testing targets and reducing waste.
IT Service Desk Lead
Polaris Bank Ltd
09.2018 - 09.2023
- Led the IT Service Management processes in accordance with ITIL best practices, which contributed to the enhancement of the service culture within the organisation.
- Implemented Major Incident Management strategies which resulted in improved response times and reduced business impact during critical incidents.
- Led cross-functional teams in root cause analysis (RCA) investigations to identify underlying issues and implement preventive measures to minimize recurrence.
- Conducted regular service reviews with stakeholders to review change requests, Post change review, review performance metrics, identify improvement opportunities, and drive continuous service improvement initiatives.
- Managed relationships with third-party vendors and service providers to ensure effective incident resolution and adherence to SLAs.
IT business analyst
Skye Bank Plc
03.2015 - 09.2018
- Collaborated with product owners and other stakeholders across business units to gather, analyse and optimise user requirements for the migration of the bank's IT service management application from OS Ticket to Ivanti IT Service manager. The project improved measurement of SLA on IT services and provided a more proactive approach to manage incidents thereby reducing IT service downtime in the bank.
- Developed a change freeze approach in the development lifecycle of projects leading to stability in project delivery milestones and fostering continual improvement.
- Analysed and tested functional requirement for the upgrade of the bank's Internet Banking platform from Oracle Flexcube direct banking (FCDB) to Oracle Banking Digital experience (OBDX) thereby promoting a more secured user experience.
- Led review sessions with stakeholders across various business units to ensure that business needs are adequately understood and captured at various phase of project delivery cycle.
- Translated business requirements into functional specifications, user stories, and system requirements documents, facilitating clear communication between business units and IT teams.
- Worked closely with development teams to translate business requirements and user needs into technical solutions, providing guidance, clarification and prioritisation throughout the development lifecycle.
- Conducted feasibility studies, impact assessments, and risk analyses to evaluate proposed solutions, identify areas of improvements and inform decision-making.
Education
Master of Science - Cyber Security
University of Bradford
Bachelor of Science - Computer Science
University of Ilorin
NigeriaSkills
- Business process improvement
- Stakeholder Engagement and collaboration
- Requirement gathering and analysis
- Reporting and communicating business and technical requirements
- Team management
- Critical thinking
- Service level agreement
- Business continuity management
- Incident, Change and Problem management
- IT Service Management Auditing
- Root Cause Analysis
Certification
- ISO/IEC 20000 Practitioner
- ITIL 4
- ISO/IEC 27001 Implementer
Quote
Whatever your hand find to do, do it with all of you!
Timeline
Customer Service Analyst
HMRC
03.2024 - Current
Quality Control Analyst
ISS
10.2023 - 02.2024
IT Service Desk Lead
Polaris Bank Ltd
09.2018 - 09.2023
IT business analyst
Skye Bank Plc
03.2015 - 09.2018
Master of Science - Cyber Security
University of Bradford
Bachelor of Science - Computer Science
University of Ilorin
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