Senior Business Analyst and Project Lead with a stellar record of achievements in the telecommunications industry. Over the course of 15 years, I've orchestrated the successful launch of more than 100 products, significantly bolstering Shaw's competitiveness in key services such as streaming video, internet, and phone offerings. Notably, I employed data analysis to pinpoint and rectify avoidable impacts within Shaw's High Split Technology Roadmap, leading to a remarkable 20% smoother implementation process. My leadership extended to overseeing a team and nurturing their professional growth, resulting in a remarkable 20% increase in team productivity. I've played an integral role in delivering multimillion-dollar projects for industry giants like Comcast, Netflix, Amazon Prime, Disney+, and Apple TV+, contributing to a 25% increase in customer satisfaction. My comprehensive business case assessments have consistently led to enhanced operational efficiency and financial success.🌐 Key SkillsBusiness Analysis: Proficient in analyzing business processes and translating them into actionable solutions.Project Management: Experienced in leading projects from inception to successful execution.Change Management: Skilled at guiding organizations through change and mitigating risks.Process Improvement: Adept at identifying opportunities for streamlining and enhancing processes.Data Analysis: Capable of leveraging data to drive informed decision-making.Leadership: Demonstrated ability to lead and nurture teams for increased productivity.Customer Experience: Committed to improving customer satisfaction and loyalty.Software Proficiency: Familiar with various tools and software for effective project management and analysis.🎯 Value PropositionI am a seasoned professional who has consistently delivered tangible results in the telecommunications industry. If you're seeking someone with a proven track record in launching products, optimizing processes, and enhancing operational efficiency, I'm the expert you need. My commitment lies in driving efficiency, profitability, and customer satisfaction through strategic solutions.
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Senior Business Analyst / Project Lead (Technical Operations - Operations Readiness Team)Shaw Communications Nov 2018 - Jul 2023Victoria, Bc- Collaborated on and facilitated over 100 successful product launches, bolstering Shaw's competitiveness in services like streaming video, internet, and phone offerings.- Utilized data analysis to identify and address avoidable impacts within Shaw's High Split Technology Roadmap, resulting in a 20% smoother implementation process.- Efficiently managed Jira sprints, conducted productive standup meetings, and maintained ServiceNow requests, contributing in project tracking efficiency.- Demonstrated effective leadership by overseeing a small team, providing training opportunities, and nurturing professional growth, resulting in a 20% increase in team productivity.- Acted as a Change Management ambassador, capturing and mitigating stakeholder risks for project success.- Played a significant role in delivering multimillion-dollar projects for industry giants like Comcast, Netflix, Amazon Prime, Disney+, and Apple TV+, leading to a 25% increase in customer satisfaction. Developed comprehensive business case assessments that led to an operational efficiency.- Contributed substantially to Knowledge Management strategies for new products, ensuring effective documentation and support processes. -
Business Analyst (Technical Operations - Continuous Improvement Team)Shaw Communications Apr 2018 - Nov 2018Victoria, Bc- Liaised with Technical Operations stakeholders to identify and document continuous improvement opportunities, positively impacting agent engagement, customer experience, revenue generation, and leakage, leading to a 10% increase in revenue and improvement in customer satisfaction.- Developed compelling business cases with cost-effective recommendations, risk assessments, and short-term and long-term benefits, resulting in cost savings ]and enhanced agent and customer experiences.- Monitored and reported on product launch success across various key performance indicators (KPIs), ensuring consistent audit and understanding of agent process compliance, sales work order compliance, trouble ticket trends, first call resolution, and escalation rates.
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Quality Assurance Analyst (Operational Execution & Analytics)Shaw Communications Apr 2016 - Apr 2018Victoria, Bc- Spearheaded the role of Operations ambassador for frontline staff, pinpointing operational inefficiencies and fostering continuous improvement, which led to reduction in operational inefficiencies.- Applied Lean Six Sigma methodologies during job shadowing with frontline staff to identify and rectify operational inefficiencies, including swivel chair processes and resource shortages, resulting in a 10% reduction in operational costs.- Demonstrated a keen eye for identifying and capitalizing on "low-hanging fruit" opportunities, resulting in the development of monthly business cases for swift and cost-effective operational enhancements, such as automating manual tasks, which led to a 10% increment in revenue income.
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Tier 2 Support Supervisor (National Call Centre Operations)Shaw Communications May 2013 - Apr 2016Victoria, Bc- Led a high-performing team of Tier 2 experts providing support to frontline agents and external customers, resulting in a 20% improvement in issue resolution time and a $5 million increase in revenue income. - Managed high-priority and VIP escalation requests, connecting external customers with the necessary internal stakeholders for the resolution of complex and ongoing customer issues, which improved customer satisfaction.- Assisted in the opening of a new call center, involving logistical planning, recruitment, and the development of leadership bench strength, which resulted in a reduction in onboarding time for new hires.
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Technical Support SupervisorShaw Communications May 2011 - Apr 2013Victoria, Bc
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Quality Assurance Call CoachShaw Communications Nov 2010 - May 2011Victoria, Bc
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Technical Support RepresentativeShaw Communications Sep 2008 - Nov 2010Victoria, Bc
Markus Ikonen Education Details
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Criminology
Frequently Asked Questions about Markus Ikonen
What is Markus Ikonen's role at the current company?
Markus Ikonen's current role is Results-Driven Senior Business Analyst and Project Lead | Telecommunications Industry Expert | Driving Operational Excellence and Profitability.
What schools did Markus Ikonen attend?
Markus Ikonen attended Vancouver Island University.
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Markus Ikonen
Founder & Ceo Muutosakatemia Oy | Autan Tiimejä & Esihenkilöitä | Coachingtaitojen Valmentaja | Certified Business Coach | Coaching Podcast Host🎤Espoo1if.se -
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