About

Learn more about me

Knowledge Management, Learning & Development, Subject Matter Expert, Web Development

An intensely inquisitive and solution oriented mind are my strongest qualities.

Birthday: 30 October
Location: Dubai, UAE

Certification: Computer Science | IUBH
Freelance: Available

I fell in love with programming at a very young age and I have since then enjoy writing codes. Ever since I wrote my first web application in vanilla JavaScript and manipulating it to produce a desired result, I have been addicted and obsessed with the idea of using programming to solve problems.
Programming is a never ending puzzle and I continue to passionately get involved in problem solving exercises. I cannot seem to stop writing codes and learning new programming language. I hope and dream of putting a team together in order to participate and win the Google Hash Code competition.

8,100

Social Responsibility Hours

Projects

Years Of Experience

Achievements

Skills

HTML 100%

CSS 100%

JavaScript 90%

Flask 90%

REST API 100%

C 50%

SQL 80%

Express JS 80%

Python 80%

WordPress/CMS 80%

SharePoint 90%

node JS 80%

MS Office 100%

jQuery 100%

Bootstrap90%

Version Control (Git/Github)80%

Interests

Cloud Computing

Programming

Data Science

Movies

Traveling

volunteering

Sports

Music

Reading

Art & Design

Robotics

Gaming

Resume

Check My Resume

Summary

Raymond

Professional experience of over 6 years in the Banking and Learning & Development sector.
Proficient in analyzing business, system and employee requirements leading to improvement in efficiency and productivity.

Education

Bachelor of Computer Science

Ongoing

IUBH University of Applied Science

CS50’s Computer Science

Completed

HarvardX

Diploma in Computer Science

Completed

Lagos City Computer College, Lagos, Nigeria

Certification

Analytics Using Python

Completed

Emirates Institute of Banking and Financial Studies, Dubai, UAE

Complete Python Bootcamp

Completed

Udemy, Virtual Learning

Swagger Open API

Completed

Udemy, Virtual Learning

SharePoint RESTful API

Completed

Udemy, Virtual Learning

Professional Experience

Training and Knowledge Management Associate

2018 - Present

Tanfeeth (Emirates NBD), Dubai, UAE

Facilitating and supervising trainings for Emirates NBD Inbound & Outbound Contact Center, Digital and Support Units.
Creating and implementing training modules and curriculums for new hire, product, process and system trainings.
Key Point of Contact for stakeholders in various Banking Units to facilitate the implementation and training of any new or revised product, process and system.
Responsible for achieving and reporting both monthly and yearly process training hour targets set by head of department.
Initiating and managing projects related to system enhancements along with reviewing business requirement documents and functional specification documents.
Conducting quarterly training need analysis and focus group discussions to improve employee productivity metrics such as AHT, quality, FCR.
Managing, maintaining and updating Knowledge Management Portals used by the Emirates NBD Inbound & Outbound Contact Center and Digital Units.

Service Request and Complaints Management

2016 - 2018

Tanfeeth (Emirates NBD), Dubai, UAE

Expedited the resolution of customer requests and complaints to maximize satisfaction.
Logged all relevant incident/service request details, allocated categorization and prioritization codes.
Assisted bank customers with the activation as well as unblocking of their online banking and bank cards.
Providing first-line investigation and diagnosis.

Customer Service Associate

2015 - 2016

Tanfeeth (Emirates NBD), Dubai, UAE

Exhibited a sense of urgency as well as exceptional problem solving and active listening skills to meet the needs of customer and achieve customer satisfaction.

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Achievements

My Achievements

Recognition

Recognized and awarded by Tanfeeth (an Emirates NBD Group) as one of the top performers from 2016 to 2019.

Operations

I took part in an operational risk and redundancy project with process governance team, reducing the number of CRM Service Requests used by the Contact Center team from 1400+ to less than 200.

Knowledge Management

Enhanced and introduced features on the existing knowledge management system bringing down the average time required to find relevant information from 60+ seconds to less than 20 seconds.

Social Responsibility

Happily contributed over 8,000 hours in volunteer programs between 2015 and 2019 through Exchangers program (an Emirates NBD/Tanfeeth CSR program).

RACE Award

Received 2019 Q2 RACE award in commitment to living the organization’s values, behaviors and standards.

Medals

Completed 10 Kilometers desert walk in 2015, 2016, 2017 and 2018.
Dubai Desert Road Runner (DOMINATOR) 2017.
UAE Tour Challenge - Jebel Hafeet Finisher 2019

Gallery

Portfolio

My Projects And Deliverables

Knowledge Management Web Applications

Initiated and completed the creation of web tools and web applications on the Knowledge Management portal used by Emirates NBD contact center team, in an effort to provide more convenience, ease of access and to further reduce/eliminate human errors.
Examples of such tools includes but not limited to

Credit Cards Rewards Calculator
Transaction Instalment Plan simulator
3D view of card product for detailed visualization
Automated issue tracking, collating and reporting tool

These web applications were built on Microsoft SharePoint with REST APIs

Digital Literacy and Awareness Training

The goal of this project was to educate and create awareness among the staff on the digital transformations happening within and outside the organization. I conducted and continue to conduct sessions in an introductory manner, giving them just enough idea to create an understanding on the digital trends.
The Digital Literacy training covers major digital topics of today such as:

Computer Vision
Deep Learning
Natural Language Processing (NLP)
Internet of Things (IOT)
Robotic Process Automation (RPA)
Cryptocurrencies and BlockChain Technology
Cyber Security

OmniChannel Optimization program (OCOP)

I am currently an active member of the OCOP project which is a multichannel CCO transformational agenda that aims to significantly transform the way we manage customer interactions and will eventually create seamless, personalized engagements across all channels throughout the entire customer journey.

Creation of Standard Operating Procedure

Facilitated and took part in a Group Operations and Governance project to create, review and implement over 500 SOPs for Emirates NBD Inbound & Outbound Contact Center, Operations and Digital Units.

Customer Experience Month

Worked closely with the Service Quality Team and Group Customer Experience team to create awareness and increase engagement during the customer experience month. We created custom webpages, banners, countdown timers in order to draw attention towards the event.
We also, created a mechanism for tracking number of appreciations received and publishing results in a timely manner

View my Pens on Codepen

See the Pen Color Changing by Raymond Ariwoola (@RaymondX) on CodePen.

See the Pen Animate CSS by Raymond Ariwoola (@RaymondX) on CodePen.