Jan 2023 – Feb 2024 · 1 yr 1 mo

• Conducted thorough stakeholder analysis to pinpoint groups affected by or influencing requirements.
• Developed comprehensive plans and accurate estimates for requirement completion, consistently improving the precision and detail of these estimates.
• Utilized advanced coverage analysis techniques to ensure that scope, detailed requirements, and testing were aligned.
• Communicated the impact of changes through detailed cost-benefit analyses by factoring in time, effort, and business priorities.
• Led the prioritization of requirements, and employed various techniques to identify and address key business priorities.
• Facilitated collaborative sessions with diverse stakeholder groups to drive effective requirements discovery, analysis, and review.
• Supported QA Teams in crafting functional system test cases and ensured that the test plan and cases provided full coverage of critical requirements.
• Contributed to planning, managed defect triage, and performed root-cause analysis for issues related to requirements.
• Prepared and presented management reports using Excel, and assisted stakeholders in managing day-to-day activities.

Aug 2021 – Jan 2023 · 1 yr 5 mos

• Processed maintenance on clients’ credit card accounts and submitted pre-approved overdraft protection and credit card applications.
• Responded to personal and business clients with professional and accurate service for their credit card transaction needs.
• Educated clients on various ways to interact with RBC, including in-person, by phone, virtually, and digitally.
• Proactively resolved client concerns and credit card inquiries, and provided meaningful, memorable, and timely insights and advice.
• Deepened relationships by meeting clients' immediate needs and discovering additional advice and solution opportunities, ensuring no client was left unsatisfied.
• Used tools and resources to maximize client interactions, create awareness of RBC’s products and services, and support opportunity-spotting advice, and recommendations.
• Introduced partners and specialists to clients at the right time to deepen client relationships, meet financial needs, and acquire new clients for RBC.
• Built a corporate memory by reviewing and updating credit and loan files, enabling continuity of client service and future opportunity spotting, and documenting details of client interactions in the appropriate system (e.g., Sales Platform, Service Platform).
• Exhibited risk excellence by taking appropriate action to minimize client impact and unit losses while balancing the client experience; and staying informed on all new features and digital application capabilities of the RBC mobile application and wallet to educate clients.

Aug 2020 – Aug 2021 · 1 yr

• Executed functions while working as a part of the team in a fast-paced environment
• Predicted and monitored marketing and sales trends.
• Delivered exceptional advice and extensive product knowledge.
• Generated enthusiasm for the product offering by acting as a subject matter expert and brand/product advocate.
• Addressed each situation with confidence and enthusiasm to effectively promote and sell a broad range of products and solutions.

Oct 2018 – Aug 2020 · 1 yr 10 mos

• Managed shift staff, delivered service and support to customers, and resolved customer conflicts on various software platforms while documenting actions accurately.
• Answered inbound calls and directed them to the appropriate individuals or departments, while ensuring smooth communication flow.
• Engaged with customers in a friendly and professional manner, and provided exceptional service and support.