Lape. O

Certified Business Analyst with 7+ years turning ambiguous business problems into clear, actionable solutions across banking, financial services, insurance, and hospitality. Skilled in Agile delivery, requirements elicitation, root-cause analysis, and stakeholder facilitation, with a proven track record as a trusted BA/SME driving cross-functional projects from discovery through UAT. Brings a strong analytical edge, building dashboards and visualizations in Power BI and Tableau to turn data into decisions, and now delivers that same impact as an independent consultant.

Business Analyst Consultant - AMDARI - Canada (Remote)

(2026-02)

Engaged as an independent Business Analyst consultant, partnering with client stakeholders to gather, document, and validate business requirements for process and technology initiatives.

• Facilitate requirements-elicitation workshops and translate business needs into user stories, process flows, and acceptance criteria for cross-functional delivery teams.
• Conduct gap analysis and current-state/future-state process mapping to identify inefficiencies and recommend improvements aligned with client business objectives.
• Support UAT planning and execution, documenting test scenarios and coordinating stakeholder sign-off ahead of releases.
• Participate in Agile ceremonies (sprint planning, backlog refinement, retrospectives) to prioritize, refine, and clarify requirements with product and delivery teams.

Business Analyst (Escalations) - Cloud5 Communications - Canada

(2023-01 - 2026-01)

• Reviewed and resolved 50–100 complex reservation, billing, and service escalations weekly, analyzing case history, policy, and stakeholder input to determine root cause and resolution path.
• Served as department SME on cross-functional projects, gathering and documenting requirements from operations, customer experience, and technical stakeholders to clarify business needs and process gaps.
• Analyzed recurring complaint and case trend data to identify root causes; recommended process and policy changes that reduced repeat escalations by an estimated 20–30%.
• Led requirements discussions, process reviews, and UAT for operational and system changes, documenting scenarios, edge cases, and issues ahead of implementation.
• Authored case summaries, issue logs, trend reports, and improvement recommendations used directly by supervisors and project stakeholders.

Business Process Analyst (Recovery) - Cash Money - Canada

(2020-10 - 2022-12)

• Managed a portfolio of 200+ overdue accounts, reviewing payment histories to determine appropriate recovery actions and negotiate repayment arrangements.
• Identified account inconsistencies and process gaps requiring escalation, feeding recurring issues back into process-improvement discussions.
• Maintained accurate documentation and policy compliance across a high-volume caseload of 200+ accounts, supporting audit and quality-review requirements.

Compliance & Process Analyst - Sunlife Financial - Canada

(2018-09 - 2020-10)

• Reviewed 50+ KYC/onboarding cases weekly to resolve documentation gaps and service delays, partnering with compliance and operations teams.
• Tracked KYC exceptions and pending cases, identifying missing steps and recommending clearer handling procedures that improved case consistency.
• Partnered with operations and compliance-support teams to address documentation issues and improve service consistency across the onboarding process.

Customer Service Operations Officer - Zenith Bank Plc - Nigeria

(2015-08 - 2018-04)

• Processed and reviewed daily customer transactions and account service requests, identifying process inconsistencies and escalating gaps for resolution.
• Analyzed recurring customer complaints and service-request patterns to flag root causes and recommend procedural improvements to branch operations.
• Documented standard operating procedures and service workflows to support consistency, accuracy, and compliance across the team.
• Collaborated with cross-functional bank departments (credit, compliance, fraud) to resolve customer account issues and clarify process requirements.

Master of Business Administration - MBA

Bachelor of Science - Economics

Diploma - Big Data Analytics