Business Analyst Telephone Banking

The National Bank of New Zealand, Wellington, New Zealand

Vendor: IBM

JAN 1994 – APR 1996

 

Scope

Implementation of Banking Call Center including IVR.

 

Deliverable

  • Document business & functional requirements for Call Center Representative Workflow Tool.
  • Prepared and developed system testing plans for the IVR telephone service and Call Center Representative Workflow Tool.
  • Create and maintain test scripts (Unit, System and Regression).
  • Coordinated Business User Acceptance Testing (UAT) (+100 Users).
  • Assisted in the development of customer, user and technical support training materials.
  • Participated in triage and analysis of issues reported by production users.
  • Provided user training and support for Call Center representatives.

 

Skills

  • Business Analyst
  • QA
  • SDLC
  • Training
  • Support

 

Retail Banker Personal Banking

OCT 1984 – DEC 1993

 

Scope

Provide personal retail banking services to bank customers.

 

Deliverable

  • Open all types of personal and business accounts and prepare related documentation.
  • Interviewed and approved Personal Loans.
  • Arranged International purchases and sales.
  • Adhered to established policies, procedures and guidelines.
  • Assist clients with requests, complaints, researches complex account problems and follows-up on details to resolve the matter to the client’s satisfaction.

Skills

  • Retail Banking
  • Internal SWIFT Transactions
  • Bulk Deposit Services
  • Lending Products
  • Investment Products

 

Extras

  • Deployed new Customer File System
  • Created Quick Reference Guide for Retail Bankers
  • Reviewed Training Materials
  • Mentored Admin. Staff Training
  • Business SME for Single Sign On (SSO) project