Greater Málaga Metropolitan Area
A solution-driven certified Business Analyst with a track record of managing complex workloads and successfully achieving challenging targets. Adept at stakeholder management, with proven leadership, negotiation and influencing skills. Highly skilled in driving results through teamwork, collaboration, and strategic relationship management.
• Engaged with stakeholders across various locations such as product owners, business managers, developers, and SMEs to understand their needs and elicit detailed requirements for the business. • Worked within agile environment with a team of 9 members with the responsibility of creating requirements for the improvement of the system. • Mapped business process workflows to capture current (AS IS) and future (TO BE) states for gap analysis, highlighting business requirements for reference in discussions with key stakeholders, data analysts and developers. • Facilitated and participated in different scrum meetings (sprint planning, sprint review, retrospectives). • Analyzed information from different sources and engaged stakeholders for requirement validation. • Produced business requirement documents and User stories for various projects, ensuring requirements are captured appropriately using Jira. • Collaborated with the testing team and supported the User Acceptance Testing to ensure that the developed solution meets the specified requirements.
• Engaged with customers actively to understand and resolved queries. • Supported customers with account management and transactions for a positive outcome. • Collaborated with cross-functional teams within the organization to deliver excellent customer journey. • Proactively attended to members by thinking outside-the-box for excellent customer satisfaction. • Escalated members complaints for speedy resolution and ensured customer satisfaction. • Walked customers through setting up and using mobile and online banking apps for smooth and swift customer experience. • Worked efficiently at following and creating procedures. • Utilized various banking software and CRM to deliver excellent customer service.
• Elicited and identified requirement using various techniques: interviews, mini workshops, observations, surveys and document analysis. • Mapped business process flows using cross functional work flows to capture AS IS and TO BE using Draw.io and Lucid chart. • Facilitated various engagement to understand key processes and elicited key requirements from business leads. • Prepared work breakdown structure to minimize changes and improve communication. • Analyzed and recommended new processes that aligns with the business needs. • Collaborated with teams to identify process gaps and areas of improvement
• Analyzed company goals, identified business needs, and created processes to achieve desired outcomes. • Improved efficiency by streamlining workflows, eliminated bottlenecks, and implemented new processes. • Managed inventory and ensured timely procurement of materials. • Oversee projects and ensure timely completion, alignment with budget, and according to specifications. • Identified and resolved operational issues effectively and efficiently. • Created a positive and productive work environment for a team of 15. This involves setting clear expectations, providing ongoing feedback, and motivating employees to achieve goals. • Developed training programs to ensure staff have the necessary skills to perform their jobs effectively. • Engaged with stakeholders the executives, team members, suppliers, customers and potentially customers.
• Promoted and presented products and services to customers. • Cold called 80+ potential customers on a weekly basis with a closing rate of 10% -20%. • Formulated and delivered proposals to move the sales process forward. • Offered professional answers and advice to curious clients, follow-up and closed sales. • Provided excellent customer service to customers and gained customer trust and loyalty. • Developed relationship with prospective and existing customers to understand their needs.
• Worked efficiently to overcome objections while developing sales plans to close and exceed established sales target. • Generated and reached out to potential leads through various channels. • Presented and promoted services to existing and prospective customers through strong sales engagements to maximize sales. • Developed and maintained positive relationships through active communication, and relationship building. • Created and achieved sales targets and outcomes within schedule. • Provided management with reports on customer needs, interests, and competitive activities.