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Olabisi Olanrewaju

@olabisiolanrewaju

Senior Business Analyst at Concentrix Limited who delivered a Salesforce chat integration so advisors see transcripts on escalation.

Canada

Message

At Concentrix Limited, I led requirements work for a real-time integration connecting chat, Salesforce Service Cloud, middleware, and telephony. The integration gives phone advisors the chat transcript when a customer is escalated, so customers no longer have to repeat their issue.

I’ve also supported technology-enabled process improvements at Equity Bank and Giant Tiger, translating business needs into requirements and workflows and supporting delivery through testing and stakeholder sign-off. My work includes digitizing PTO requests in Salesforce Service Cloud, migrating historical records, and preparing documentation and training for users.

Experience

Work history, roles, and key accomplishments

Current

Senior Business Analyst

Current

Concentrix Limited

Sep 2023 - Present (3 years 1 month)

Led requirements gathering for real-time integration between chat, Salesforce Service Cloud, middleware, and telephony. Facilitated JAD sessions, documented processes, and supported UAT and QA testing.

Salesforce Service Cloud Requirements Gathering JAD Facilitation Process Flow Diagrams Sequence Diagrams API Requirements Data Mapping UAT QA Testing Defect Triage Agile Scrum Jira Gherkin BRD User Stories Acceptance Criteria

Business Analyst

Equity Bank

Nov 2021 - Aug 2023 (1 year 9 months)

Translated business objectives into Epics, User Stories, and Acceptance Criteria for core banking system rollouts. Owned UAT and QA testing cycles, built RTMs, and trained over 50 end users.

Requirements Gathering Epic User Stories Acceptance Criteria UAT QA Testing Test Planning Test Cases Defect Triage RTM Use Case Diagrams Gap Analysis Impact Analysis Process Flow Diagrams Agile Scrum Training Knowledge Articles

Business Analyst

Giant Tiger

Jun 2019 - Oct 2021 (2 years 4 months)

Conducted stakeholder interviews and JAD sessions for retail initiatives, creating process flow diagrams and functional specs. Wrote user stories and acceptance criteria, and supported UAT and QA testing.