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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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