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Yyyyyy x. yyyyyy

533 Ashprior Ave., Mississauga, Ontario L5R 3Nxxx-xxx-xxxx ●


Business Analyst / Certified Scrum Master

Full SDLC ~ Requirements Gathering ~ Risk Mitigation & Management

Team-Building & Leadership ~ Testing and QA ~ Stakeholder Relations




         Solid project management and collaborative leadership experience with the ability to identify requirements, allocate resources, and facilitate delivery within timeline, scope, and budget parameters.

         Considerable talents in project plan development including schedule, budget, risks, and expenses.

         Able to motivate cross-functional teams in accomplishing objectives and meeting deadlines in a fast-paced, high-growth, and diverse environment.

  • Excel at interfacing with key stakeholders to control risks and propel forward-moving efforts.

         Well-versed in change control, Waterfall and Agile methodologies, group facilitation/public speaking, quality assurance, issue resolution, technical documentation, joint application development (JAD) sessions, testing (white box, black box, end-to-end, acceptance), and system integration.

         Adept at analyzing and translating needs into practical, robust, and end-to-end solutions.

         Proficiency with use cases, prototypes, traceability matrices, process flows, data mapping, business process modelling, flowcharting, and financial modelling.


Professional Experience


Head Start Employment Solutions, Etobicoke, ON, 2014 to Present

Business Analyst (consultant)

         Spearhead broad-based projects from concept through timely and budget-compliant delivery.

         Define project/program goals, gather requirements, develop use cases, compile work breakdown structures, perform critical path analysis, generate dashboard reports, and conduct risk assessments.

         Promote cohesive efforts among project team, sponsor, and key stakeholders to optimize outcomes.

         Cultivate, nurture, and maintain strong relationships with clients throughout project life cycle, and actively contribute to change control process and requirements management/modifications.

         Partner with developers and QA teams to ensure rigorous adherence to quality expectations.

         Played an integral role in Multi-Service Platform Interactive Voice Response project which markedly elevated customer service output, accelerated productivity, and reduced costs.

         Improved Single Sign-on feature to drastically reduce hold times for callers and increase satisfaction levels.

         Enhanced web-based tool used to determine eligibility of applicant and facilitate enrollment process.


RBC Royal Bank, Mississauga, ON, 2004 to 2016

Sr. Small Business Credit Analyst 2007 to 2016

         Participated in investment system upgrade to advance GIC, Savings, and Mutual Funds operational areas.

         Developed web-based application framework to enrich wealth management solutions performance.

         Fortified security login process to avert fraudulent activities associated with online banking.

         Adjudicated credit applications for small business customers by reviewing financial statements, calculating financial ratios, determining collateral, and performing in-depth risk assessments and mitigation.

         Recommended advantageous business solutions to optimize ROI, and guided application from initial phase through quality-focused implementation.


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Yyyyyy x. yyyyyy Page 2 of 2


         Participated in Tele-Presence project, demonstrating exemplary talents in training, mentoring, and coaching new personnel

         Nominated for quarterly award in 2014 for exceeding customer satisfaction metrics and business sales target.

         Winner of Star Royal Performance Award at 2014 year-end gala in recognition of delivering excellent customer service and teamwork year-round.

         Selected as Q2 winner of Advice is Right program spanning all RBC Client Advice Centers.


Personal Credit Analyst 2005 to 2007

         Scrutinized personal credit bureau reports and diligently addressed issues such as late payments, collections, bankruptcies, and fraud alerts.

         Critically analyzed credit applications for refinancing mortgages, loans, and Visa credit cards.

         Provided influential credit counseling to clients and devised customized financial plans to increase eligibility for credit in the future.


Visa Product Specialist 2004 to 2005

         Assessed clients personal banking needs, recommended optimal solutions, provided value-added service, and performed cross-selling where appropriate to surpass sales targets by 200% and win Royal Performance Award for Excellence.


IBM, Toronto, ON, 2000 to 2004

Client Support Analyst

         Travelled to clients site to methodically troubleshoot, diagnose, and resolve wide-ranging hardware and software issues.

         Chosen as Y2K project team leader for Bank of Nova Scotia as part of IBM outsourcing solution as a result of proven leadership talents and sharp technical acumen.

         Extensively supported new development initiatives by contributing to analysis, planning, design, testing, and implementation, as well as systematically authoring technical and business requirements at different phases.

         Ensured seamless and accurate integration of new technical requirements with existing processes.

         Conferred with internal users and customers to pinpoint requirements and generate business requirements documents.




Six Sigma


Scrum Master (Scrum Practitioner)


ITIL Foundations


Financial Statement Analysis


Additional Training:

Why Agile, ISTQB QA, Defining System Changes - Messages, UID, UIM, Iterations & Requirements Planning, Defining System Changes - BPM, Requirements for Vendor Applications, Running an Effective Workshop, Business Analysis




Microsoft Office Suite (Word, Excel, PowerPoint, Access), MS Project, TS2, CART, Talent Link, Sales Force, ICM


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