• Collaborated closely with clients and internal stakeholders to gather and document business requirements, ensuring clear communication and alignment of objectives.• Performed gap analysis utilising the POPIT technique, revealing critical operational deficiencies and leading to the creation of a TO-BE business map for strategic enhancement.• Developed a business continuity and failover plan, assigning roles to 12 key staff members, which successfully met the company's Recovery Time Objective (RTO) target.• Designed comprehensive user Journey maps for process improvement leading to a streamlined user experience, evidenced by a 15% increase in user satisfaction metrics.• Refined the sprint backlog, led daily standup meetings, resolved impediments, and accelerated team performance to ensure on-time project delivery.• Spearheaded the system testing phase, produced test scripts to validate software functionality, and ensured compliance with User Acceptance criteria.• Supported end users by handling over 28 support requests quarterly and analysing feedback to provide insights for the next optimisation phase.

• Analysed requirements identifying opportunities for improvement. Transformed findings into a visually rich BPMN Swimlane diagram enhancing clarity and facilitating stakeholder understanding.• Crafted a pivotal business case for the CRM system transformation, incorporating an intricate cost versus benefit analysis of diverse CRM solutions. The insights from the business case resulted in a 12% cost reduction.• Translated business requirements into technical specifications, ensuring alignment with project objectives and constraints.• Deconstructed Epics into agile user stories and applied the MoSCoW technique to prioritize tasks. Assigned weights to each user story according to its significance for project success, enhancing time management efficiency by 18%.• Designed a wireframe for a web landing page featuring the client’s best-selling course using Balsamiq Cloud. Actively engaged stakeholders by presenting the wireframe to solicit valuable feedback leading to an enhanced design and functionality.• Put together a CRM user guide and engaged a designated staff of 7 personnel on how to access, navigate, and perform required tasks within the CRM proceeding to improve user competence.

• Identified and understood the unique needs, goals, and preferences of customers, leading to highly personalised and effective support plans.• Empowered 20 customers to develop the skills and confidence needed to transition to independent accommodation, resulting in an outstanding 80% success rate in achieving independent living.• Conducted 45 risk assessments, proactively identifying and mitigating potential risks to ensure customer safety and well-being, thereby maintaining a secure living environment.• Maintained ongoing communication with customers, enabling timely adjustments to support plans and enhancing goal achievement and overall customer satisfaction.

• Processed an average of 650 orders daily using handheld scanners ensuring the right items were picked, packaged and shipped to the customers.• Identified and generated tickets for wrongly tagged reducing processing errors.• Performed quarterly inventory audits, reducing operational downtime by 5%, and ensuring seamless business continuity.

• Conducted geophysical surveys using electrical resistivity methods to assess subsurface conditions for engineering projects.• Provided lithological descriptions of drill cuttings, contributing to accurate geological logging and subsurface mapping.• Analyzed geophysical data sets to create detailed profiles providing critical insights for project planning, and subsequent drilling and excavation decisions.• Monitored borehole pump rates and documented hydraulic properties, aiding in the development and maintenance of groundwater resources.• Generated numerous scientific reports from thorough examination and analysis of geophysical data, leading to more than 69 successful water drilling projects.