I am a Management Analyst and Consultant with 6 years of experience in the field of Information and Communication Technology. My expertise lies in policy and governance, and I am always looking for ways to improve and streamline processes.
Gap AnalysisData AnalysisStakeholder ManagementChange Management
Provided digital transformation to a £10m organisation in the training and education industry, resulting in improved user experience and engagement. Developed business requirements documents, facilitated workshops, created user stories and process maps, conducted AS-IS and TO-BE analysis, designed business solutions, built wireframes and prototypes, and created user acceptance testing scripts.
Investigated business needs and identified solutions
Organised and facilitated workshops
Gathered requirements and analysed gaps
Designed business solutions and created wireframes
Reduced training times by 8%
Improved customer experience by 32%
Increased referral rate by 50%
Embedded recorded videos into LMS
A hands-on role providing efficient and effective analysis of business processes and systems to identify areas for improvement, reduce costs, and enhance customer and colleague experience. Responsible for facilitating workshops, analysing data, developing policies and procedures, and providing data-driven insights for decision-making.
Facilitated workshops and meetings
Identified, analysed and resolved business problems
Managed stakeholder interactions and data
Tracked and analysed feedback
Developed and delivered training program
20% improvement in customer satisfaction
Developed and maintained policies and procedures
End of project report and benefits realisation
Delivered improvements to customer complaint handling processes, resulting in reduced complaint resolution time. Conducted root cause analysis and developed business process solutions. Applied change management principles and presented data analysis and recommendations to senior management. Coordinated with cross-functional teams to resolve customer issues and enhance customer experience.
Gathering and analysing business requirements
Conducting root cause analysis
Applying change management principles
Reduced complaint resolution time
Improved customer satisfaction
Informed business decisions
Enhanced customer experience
Enter your email and password to log in
Enter your info to sign up
Enter your password to receive a recovery link email address