Michael Samuel Email & Phone Number

Effectively led the IT business analysis teams within the region and provided exceptional support to the lead product manager. Led the collaborative effort to create a user-centric website to address business challenges by employing comprehensive requirement gathering and analysis. Ensured the website's design prioritized user-friendliness, seamless navigation, and responsiveness across various web browsers and devices, aligning technical development with user requirements. Define and embed technical and management Standard Operating Procedures (SOPs) to achieve uniformity in execution, reduce miscommunication, and adhere to regulatory standards, resulting in a 15% efficiency boost. Drive User and Operational Testing activities, facilitating the delivery phase and incorporating any new or changing requirements to ensure smooth implementation and transition, leading to a 12% increase in user adoption. Conducted market research to identify business opportunities, contributing to the development of two new product lines. Organized and facilitated workshops and interviews with stakeholders to determine business priorities consistent with project goals. Collaborated with cross-functional teams to collect and document business requirements, resulting in an 18% reduction in project delivery time within two years. Conducted user acceptance testing and provided actionable feedback, reducing software defects by 22% before deployment.

Conducted comprehensive market research and provided valuable business insights to support strategic decision-making. Analysed market trends, customer preferences, and competitor strategies to identify growth opportunities and improve overall business performance.• Gathered and documented business requirements through facilitated workshops and stakeholder interviews, identifying, qualifying and documenting functional and non-functional requirements using Jira.• Analysed requirements, designed potential solutions, and collaborated with cross-functional teams to agree on interfaces and user experience design, enabling the business and operational implementation of the change. • Maintained commercial awareness of the internal and external budgetary constraints and ensured milestones remained within this limit by eliminating bottlenecks and redundancies, resulting in a 13% fiscal efficiency boost.• Monitored the alignment of requirements and specifications with project deliverables throughout the product development lifecycle and achieved a 20% increase in requirements traceability.• Designed and mapped the business and operational processes, providing regular communication and early software visibility for client engagement and ensuring compliance with ISO9001 regulations.

Managed cases to deliver excellent customer service via multiple channels, ensuring compliance with SLAs and ticket management procedures, facilitating client onboarding, employing analytical techniques for process improvements, monitoring key performance metrics, increasing resolution time and enhancing customer journey experience, ultimately driving customer satisfaction and operational excellence.• Managed cases from start to finish, providing excellent Customer Service via the telephone, email and the customer portal, delivering quality service, resulting in an 11% increase in average resolution time. • Ensured compliance with SLAs and ticket management procedures, from accurate prioritising to clear and concise data mining and providing regular customer updates, reducing occupancy and increasing efficiency.• Facilitated timely client onboarding and collaborated with sales and finance departments to ensure a smooth customer journey experience, documenting and aligning process flows to customer needs. • Employed analytical techniques to investigate complaints, escalations, and recurring problems, identifying patterns and industry trends and mitigating future occurrences using ‘As-Is’ and ‘To-Be’ analysis for process improvements. • Monitored average response time, first call resolution rate, customer satisfaction scores, and SLA adherence; identified areas for improvement and optimised resource allocation for quality service delivery.

Designed and conducted dynamic workshops, interviews, and focus groups, adeptly identifying business problems and user needs, fostering collaborative innovation. Developed comprehensive project plans with resource allocations, task dependencies, schedules of duties and timeframes, resulting in a more streamlined workflow process.• Conducted thorough assessments of client's needs, goals, and challenges, developing financial plans, investment portfolios, marketing plans, and other actionable recommendations to deliver excellent customer service. • Investigated emotive and complex customer and client queries, concerns, and complaints concerning products and services, listening to customers’ specific circumstances while tailoring the relevant solutions to their needs. • Communicated complex concepts and recommendations to stakeholders, providing education and training to facilitate informed decision-making for attaining business objectives. • Ensured compliance with relevant laws, regulations, and industry standards, staying up-to-date on regulatory changes, obtaining necessary licenses and certifications, and adhering to ethical standards and best practices. • Maintained detailed records of interactions, agreements, and recommendations, providing regular reports to clients on project trajectory, milestone progress, and investment portfolio performance.

Digital Strategy And Marketing, Marketing/Marketing Management, General

Bachelor Of Science (Bsc), Public Administration

Master Of Computer Applications - Mca, Digital Communication And Media/Multimedia

Content/Media/Online Marketting