Tobi Yekeen

Background

About Tobi Yekeen

As a Service Request Escalation Analyst at BMO, I manage and resolve complex service request escalations across the bank, ensuring swift resolution and high customer satisfaction. I conduct detailed analysis of escalation data to identify patterns and root causes, providing actionable insights for process improvement. I also develop reports that led to a 15% reduction in recurring escalations by optimizing workflows. In addition, I collaborate with IT teams to develop and implement standardized processes, aligning with best practices and improving overall efficiency. Previously, I was a Provisioning Analyst at BMO, where I provided IT support for all users in a friendly and professional manner via telephone, email and Service Now tickets. I documented inbound incidents and requests in ServiceNow and ensured final closure of the Incident or Service Request to the satisfaction of the user. I also managed and maintained users’ Active Directory roles. Additionally, I managed communication and relationship between vendors and users and served as the point of contact and escalation point for the resolution of unresolved problems and complex service requests or projects. I have a Bachelor of Arts in Information Technology from York University.