Open to opportunities

Kafilat Rasheedmuri

@kafilatrasheedmuri

Message

Customer-focused business analyst and service leader with strong stakeholder and communication skills.

Canada

Message

What I'm looking for

I seek a role where I can apply business analysis and customer-service expertise, collaborate with stakeholders, mentor teams, and drive service improvements in a supportive, growth-oriented environment.

I am a business analyst and customer-service professional with a master's in managerial psychology and extensive experience in stakeholder management, requirements gathering, and customer relationship management. I have delivered measurable improvements in service delivery, trained and mentored teams, and supported end users through documentation, workshops, and troubleshooting.

I bring a hands-on, adaptable approach from roles in government services, consulting, hospitality, and transport sectors, with strengths in elicitation, problem solving, and attention to detail. I am committed to continuous learning and applying empathetic communication to drive client satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Permit Office Representative

Current

Saskatchewan Government Insurance

Jan 2024 - Present (2 years 1 month)

Assists customers with overweight and over-dimension vehicle permits, processes payments and refunds, and provides after-hours support and troubleshooting for MySGI to improve customer service responsiveness.

Customer Service Permits Payments Troubleshooting Data Collection Documentation Regulatory Compliance

Business Analyst

Expert Edge Consulting Group

Oct 2023 - Dec 2024 (1 year 2 months)

Collected and documented business requirements, facilitated stakeholder communication and workshops, analyzed data for insights, and created training materials to support end-user adoption and process improvements.

Requirements Gathering Stakeholder Management Data Analysis Workshop Facilitation And Training Materials Documentation Process Mapping Communication

Customer Service Associate

HGS

Apr 2023 - Oct 2023 (6 months)

Provided remote customer support, adapted quickly to new processes, and collaborated with teams to maintain high service quality and resolve customer inquiries effectively.

Customer Support Remote Work Communication Problem Solving Team Collaboration Documentation

Housekeeping Supervisor

Residence Inn by Marriott

Oct 2022 - May 2023 (7 months)

Supervised and scheduled housekeeping staff, trained new personnel, coordinated with front desk and maintenance, and improved room turnover and employee performance through hands-on management.

Team Supervision Training Scheduling Quality Control Guest Relations Communication

Customer Associate Analyst

E. Ekesons Transport Limited

Aug 2020 - May 2022 (1 year 9 months)

Evaluated customer interactions to improve service performance, developed customer support strategies to increase retention, and trained team members to boost productivity and resolution rates.

Customer Experience Training Client Relations Complaint Resolution Customer Retention Process Improvement Communication

Front Desk Administrative Manager

The WoodMarble Hotel

Jul 2017 - Mar 2020 (2 years 8 months)

Managed front office operations, controlled cash and card transactions, resolved guest issues, maintained records and reports, and negotiated client promotions to ensure professional guest services.

Cash Handling Guest Relations Reporting Negotiation Staff Supervision Customer Service

Customer Service Representative

MTN Nigeria

Aug 2009 - Sep 2016 (7 years 1 month)

Handled customer calls to meet service level targets, resolved technical and billing issues using troubleshooting trees, and drove upsell opportunities to support revenue goals.

Troubleshooting Customer Retention Upselling Communication Problem Solving Technical Support