·Facilitated organization-wide requirements elicitation with key stakeholders actively/passively involved in solution delivery to identify the needs of each group in relation to organizational goals.·Planned and led workshops and brainstorming sessions to identify solution delivery paths, fostering a collaborative environment with senior management.·Provided detailed options analysis report to key stakeholders identifying a short-list of solution delivery options for optimal client reception. ·Facilitated functional requirements meetings for existing user stories on client-requested software features.·Led feedback loop meetings with clients and solution delivery team in order to eliminate waste as per agile-development best-practices. ·Generated and deployed high-level release management process for delivery of software features within each sprint to time and to schedule; enhancing client trust in organization.·Conducted SWOT analysis to determine success indicators, and opportunities for improvement, leveraging trend analysis for pattern identification. ·Oversaw organizational costing processes, creating balance documentation for resource acquisition against available funds; keeping key stakeholders informed throughout the process.·Produced detailed human resource reports with quarterly updates to stakeholders quarterly.·Generated key organizational documents, including process optimization flows charts and affinity diagrams; disseminating all documentation across teams in conjunction with the project management communication plan.·Utilized project management tools such as JIRA, Trello and slack for backlog identification, feature delivery packaging and inter-team communication.

Identified inaccuracies in response to FAQ which resulted in poor satisfaction scores and reduced team efficiency. I took the initiative to collate common inquiries/issues and created Macros for the team. By using macros, my team was able to focus their time and energy on more important tasks instead of spending valuable time carrying out repeatable processes. Overall, my team has seen a positive increase in satisfaction scores rates, efficiency, and productivity due to the implementation of macros.• Mastered client expectation management, adeptly engaging in constructive conversations with challenging customers and effectively addressing abusive interactions.• Orchestrated the smooth transition of over 1700 clients, ensuring alignment with their personal weight loss objectives. • Identified and rectified efficiency gaps within the team, resulting in a 90% increase in team efficiency. • Achieved and maintained a stellar 98% customer satisfaction rate, imparting the same level of excellence to core team members through training. • Evaluated pain points for high-profile clients, collaborating with department heads to exceed account expectations. • Utilized tools like Zendesk, Trello, and Microsoft Office 365 proficiently, continuously enhancing skills through external learning opportunities.

·Managed collaboration between stakeholders and specialized teams, adeptly navigating challenges and aligning efforts towards collective objectives through JAD sessions. ·Monitored end-to-end solution delivery from requirements gathering to deployment and post-implementation support.·Established robust business and compliance support for both internal and external stakeholders, including answering queries, reviewing marketing materials, conducting research, and advocating process enhancements.·Identified departmental resolution process issues using Root Cause Analysis (RCA), minimizing system downtime and operational bottlenecks through effective agile interventions.·Identified and implemented process improvements resulting in 20% reduction in incident resolution times and 15% increase in customer satisfaction scores.·Directed incident management leaning process, ensuring timely resolution of issues and minimal disruption to business operations. ·Optimized change request (CR) fulfilment process, eliminating redundant business practices and reducing first-contact change request turn-around time.·Trained and mentored team members on knowledge management practices and tools, fostering a culture of knowledge sharing and continuous learning. ·Facilitated regular stakeholder feedback sessions to gather intelligence on business service offerings; documenting insights against business key performing indicators (KPIs)·Identified unnecessary overlap in work flow between the levels of support. Implemented Business Process Redesign model, which lead to the seamless integration 1st, 2nd, and 3rd level support.·Generated business recommendation documents, objectively charting a course for departmental success with respect to the financial and feasibility scope of the project.·Optimized follow-up procedures leveraging my expertise in systems like SAP and SCI, ensuring timely task completion and optimizing financial workflows.

· Performed requirements elicitation with key stakeholders to clearly outline and identify project scope/requirements.· Carried out a comprehensive market, trend and Industry standard analysis, to set a benchmark for company processes and deliverables.· Refined the product sales process to ensure credibility standards were being met in accordance to the business’ priorities.· Implemented documented communication plan to all affected resources in lines of communication to eliminate time redundancies · Performed solution analysis to refine business sale process, ensuring easy access to products and services in line with stakeholder expectations on output.· Conducted gap analysis to identify issues within the work model, uncover opportunities for enhancement, and produce solutions to address the disparities. · Identified deficiencies within the operational process causing a down trend in individual Key Performing Indicators. · Partnered with internal departments to evaluate the validity and reliability of data input methodologies using internal business analysis tools.· Liaised with key stakeholders to set benchmarks for projected sales targets and to plan subsequent follow up meetings to review performance.· Led internal initiative to automate departmental workflows with the objective of minimizing time expenses, enhancing the efficiency of delivering solutions to business clientele.· Created and maintained detailed reports on resource work activities related to product sales, tasks and Incidents.

· Collaborated with management with implementation of Business Process Improvement (BPI), which included training and mentorship programs. As a result, managerial role adoption within the organization increased by 20%.· Conducted SWOT analysis on company objectives in collaboration with stakeholders to evaluate the alignment of the company's service deliverables with its strategic goals.· Utilized business process tools for activities, workflow coordination, and organizational structure optimization, including MS Visio, MS Excel, and Jira. · Planned and managed initiative to collect large data set of customer satisfaction surveys, as a foundation for further business insight.· Performed quantitative data analysis on customer feedback information, comparing market and industry standard of new business acquisition to existing acquisition metrics.· Planned executive meetings with key stakeholder to present results of satisfaction survey findings, leading to corrective action within the business’ order of priority · Generated and published detailed operational documentation, maintaining living and archived versions for reference. · Pioneered the implementation of companywide Standard Operating Procedures (SOPs) in conjunction with key stakeholders to solidify organizational strategies and navigate sensitive data-driven situations effectively.· Facilitated and chaired weekly strategic goal meetings with company stakeholders and executives to identify disparities between current branch-level performance metrics and target objectives.

• Performed costing estimation and evaluation exercises as part of the PMBOK to determine the financial requirements for the project life cycle.• Led acquisition initiative to obtain quantitative and qualitative data based on socio-economic indicators using internal tools and organic questionnaires.• Applied statistical analysis techniques to evaluate data consistency, validity, and reliability, identifying anomalies and discrepancies for resolution.• Utilized data profiling and cleansing techniques to improve data quality and integrity, enhancing the reliability of socio-economic insights.• Prepared detailed reports and presentations summarizing findings, trends, and recommendations for data quality improvements to senior management and stakeholders.• Facilitated workshops and meetings to communicate findings, solicit feedback, and align data quality initiatives with business objectives.• Implemented agile methodologies to prioritize tasks, manage risks, and adapt to evolving project requirements and stakeholder expectations.• Developed and implemented data quality frameworks and methodologies tailored to socio-economic data, ensuring accuracy and completeness.• Developed comprehensive work requirement statements detailing project deliverables, labor hours, key milestones, and necessary resources.

• Obtained clear understanding of being diligent and paying close attention to detail.• Developed excellent abilities in communication with customers and ensured that expectations were met.• Developed high competence in working effectively. Through working the floor, maintaining the cleanliness of the store at all times, as well as occasionally dressing mannequins, being efficient, quick, precise and organised was required.