As a contract Business Analyst, I have the privilege to work across multiple companies and help them to deliver a variety of technology projects.

An outcome of a National Training review undertaken in 2019/2020, and in line with the amalgamation of the 4 Regions into one National Organisation, there was a Training Project initiated to deliver an enhanced and updated Training Programme for the approx. 2,000 volunteers and to implement a Learning Management System (LMS).Investigation and analysis of LMS on the market. Prepared RFP Content and scoring criteria. Fully reviews all responses including contracts and support agreements.Post LMS and vendor selection focus updated to configuring and testing the LMS. UAT, business scenarios, and recommendations on processes were included all the way through. Post go live, there were some configuration updates, but primarily competing the Go-live configuration documentation (as-built).

Implementation of Genesys Pure Cloud into a 150 seat Contact Centre. Delivering voice interactions as phase one, while ensuring the business was aware of the full capability and functions available to them in the omni-channel world of contact centres.Along with BA activities, I also facilitated training for Agents and Supervisors using Genesys, supported UAT, and BVT, and provided post-go-live support for the agents, supervisors, and management of the Contact Centre.

Brief Factory End of Life Project. Due to end of life and out of support hardware and applications, this project had 3 months to migrate one of the businesses within the group off the Digital Asset Management and Campaign Publishing tools onto the groups existing equivalent tools.Provided strong BA skills, Organisational Change Management (Change Impacts, Communication and training activities), stakeholder relationship and management, testing and development of user guide and QRG's.

Worked on Product Rationalisation and Transformation projects, working closely with the Product Teams to identify future state of banking products and rationalising the banks core product offering in line with regulatory commitments.

Project professional offering in-person, or virtual documentation and organisation services. Virtual Assistant offering a wide range of duties for Sole Traders and other larger Businesses. Social Media, Email and Calendar Management, Copywriting, Presentation Creation, Basic Book Keeping, and more.Over 15 years of Project/Program experience across New Zealand and Australia.Provided Graphic Design, Web Design and Build, Business Consulting and General IT Consulting to various sole trader business'.

Within the Retail & Business Banking Project Delivery team, I work with our internal customers to deliver quality projects to meet their business needs.Moved across to Wealth Management in 2014 as result of company restructuring.

One of the key contacts for the ASB Contact Centre, assessing requests for technology changes and BAU activities that were sent to the System Specialists.Ongoing Acceptance testing for minor enhancements to contact centre technologyMentoring Contact Centre AnalystsKey Project: IVR Replacement Project Lead BA for the IVR Replacement project Assisted with documenting business requirements Ongoing engagement with vendors from development stage through to testing and implementation planning UAT Planning and execution for the Contact Centre Workshops to ascertain the best way to implement the replacement IVR Documented implementation plan and schedule

ASB Bank Contact Centre.Key Project Call Centre Routing Upgrade. Implementing new version of Genesys Enterprise routing and needs based routing solution.Various projects within process improvement and minor technical enhancements.

As Training Manager for the ASB Bank Contact Centre, I was accountable for the planning and delivery of all training and courses for the employees. I was involved in the recruitment process for new Contact Centre staff through ASB Recruitment.Key achievement was developing the Competency Based Training Program. This was a move from the skills based Employee Development Program to a program based on employee competency.

Facilitating training for new employees, and exisiting employees within the Contact Centre.Prepare training documentation, coaching staff, facilitation.

Seconded to BankDirect for 12 months as Training Manager, covering Maternity Leave.Plan, prepare and facilitate training for all new and existing BankDirect employees.Conducted Gap Analysis of BankDirect training and ASB Contact Centre Training.

Sale and Service role for the inbound Call Centre for ASB Bank.