• Facilitate workshops, stakeholder interviews to elicit business requirements and develop comprehensive functional and non-functional requirements for website development, ensuring peak performance, user-friendliness, and scalability.• Actively monitoring product backlog, creating epics and user stories for each sprint, tracking project progress, and creating to facilitate project execution and communication.• Proactively manage change requests and functional requirements in collaboration with key stakeholders throughout the design phase, conducting in-depth analysis of complex business processes and workflows to drive continuous improvement.• Maximise project success by applying the Agile Software Development Life Cycle and utilising productivity tools such as MS Office, Jira, Confluence, and Miro to streamline requirements gathering, process mapping, collaboration, and documentation.• Clarify complex business processes by creating informative process maps and visually conveying workflows, interactions, and crucial decision points to streamline comprehension and decision-making.Achievements:• Led the end-to-end SDLC for EduTech Company's website development, resulting in a 20% increase in user engagement and a 15% reduction in bounce rate.• Enhanced user satisfaction by 25% through user research, usability testing, and iterative design enhancements, aligning the website's design and functionality with user needs.

• Pioneered the exploration of new growth opportunities for the Help to Grow Programme, uncovering profitable opportunities to cross-promote other university offerings, thereby maximising revenue potential.• Applied design thinking principles to revamp the customer journey, translating into an impressive 20% reduction in customer churn, optimising customer retention and loyalty.• Leveraged Microsoft Dynamics CRM system to effectively track customer interactions, analyse data, and discover opportunities for enhancing customer engagement, ultimately contributing to improved business outcomes.• Provided support to the Business Development Manager for the Help to Grow initiative, resulting in a remarkable 10% boost in pipeline conversion rates, which contributed to the school surpassing minimum participant quotas within just six months• Collaborated seamlessly with the Communications Department to conceptualise and create compelling marketing materials and engaging content for the school’s dynamic social media channels, enhancing brand visibility and reach.Achievements:• Amplified and efficiently managed the influx of leads and opportunities within the Help to Grow program, driving substantial growth in the program's reach and impact.• Spearheaded the conception and execution of innovative customer experiences, culminating in a remarkable 20% surge in customer satisfaction scores, affirming the organisation's commitment to delivering exceptional value to its clientele.• Provided customer engagement and satisfaction to facilitators and participants by delivering excellent customer service throughout the Help to Grow programme journey from registration to completion, increasing satisfaction rate by 20%.• Continuously provided exceptional service across the full Help to Grow programme journey, from initial registration to completion, boosting customer engagement and satisfaction by 20%.

• Drove comprehensive business process improvement initiatives, expertly documenting processes, conducting in-depth analysis, and identifying critical issues and gaps to streamline operations.• Led strategic assessments of current and future state operations, delivering actionable insights to enhance efficiency and advance the organisation toward its intended future state.• Conducted extensive market research and trend analysis to identify process improvements, optimising operational efficiency while enhancing the overall customer experience.• Evaluated and redesigned organisational workflows, implementing targeted process improvements that maximised productivity and effectiveness.• Utilised various elicitation techniques, including interviews, workflow analysis, brainstorming, document analysis, workshops, and observation, to gather and analyse requirements, ensuring alignment with improvement objectives.Achievements:• Spearheaded transformative digitisation efforts, enhancing operational efficiency and streamlining business processes by 25%.• Successfully led a high-impact business process improvement project, which drove revenue-generating strategies by exploring three (3) new income streams, growing overall revenue by 35%.• Conducted comprehensive documentation and analysis of business procedures, effectively aligning them with evolving business requirements to optimise operational effectiveness.

• Managed the successful launch of new business ventures, validating ideas, crafting comprehensive business plans, and gathering thorough requirements to ensure strategic growth.• Established strategic partnerships and identified lucrative opportunities, driving brand promotion and expansion into new markets, ultimately bolstering the organisation's market share.• Promoted consistent brand loyalty through personalised customer experiences, effectively addressing complaints and continually refining service delivery processes, culminating in increased client retention and brand advocacy.• Continuously monitored industry trends, actively participated in trade shows, and expertly curated product selections for resale, resulting in a diverse and competitive product portfolio.