A certified Professional Scrum Master (PSM) and pragmatic Business Analyst with a bachelors degree in Business and Economics with over five years experience in Financial Services. With my process mapping skills and the understanding of the full project lifecycle, I am eager to join an ambitious project where I can harness my skills and undertake testing employment in Business Analysis. A passionate individual who proactively adapts to alternative work environments, with high team spirit and the ability to step up to a leadership role. A tactful diplomat with a questioning and challenging mind, credible and confident in managing stakeholders and resolving conflict. KEY SKILLS § Strong requirements engineering skills - gathering, analysing and documentation § Business process documentation and analysis – AS IS and TO BE achieved through successfully facilitation of workshops, observations and interviews § Experienced in stakeholder identification and management – Relationship building, negotiation and persuasion § Adept knowledge in the identification and management of Risks, Issues, etc. § Adherence to quality methodology with close attention to detail with the ability to work in a deadline driven, team based environment § Great interpersonal skills and highly adept at verbal and written communication § Self motivated and adaptable to a variety of environments § Proficient in the use of MS office packages including MS Excel, MS Word, MS Visio and PowerPoint
§ Created and received sign off for a complaint logging process which enabled employees to meet their 56 day SLA for complaint closing, this included building a traffic light grading system for quality checkers § Documented the complaint logging process and led training on the procedures to follow for new employees § Conducted a gap analysis of the data gathering process, highlighting common failings which were passed onto the process specialist team § Recognised for the management of key stakeholders when conducting daily reviews to interpret and implement quality assurance standards, ensuring all aspects of the logging process were covered § Represented as a senior member of the QC team during the weekly appeals forum and as a result re-organised the appeals process by using interviews and workshops with relevant stakeholders to illicit requirements and used AS IS and TO BE methodology to display the optimal process § Enabled a 15% reduction in processing time for data gathering, by leading discussions in daily huddles with team members
Assisted in developing the business case for a travel booking website, focusing on the project success criteria § Conducted requirements reviews to obtaining sign offs from key stakeholders, often a form of playback on the TO BE process was the preferred approach § Completed market research on a wide range of online travel booking systems client types to identify and define the target model § Documented and analysed business processes from the ‘AS IS’ to the ‘TO BE’ § Effectively managed stakeholders and business expectations, in a combination of agile and waterfall project framework § Workshop Lead and Facilitator, gathering requirements, sharing solutions, identifying business rules in an agile project environment achieved through implementing MoSCoW methodology § Identified, highlighted and managed risks and issues relating to the project within the RAID § Managed the end to end process for sign off on deliverables, gaining agreement on SLAs with the client and scheduling regular status updates
§ Conducted root cause analysis on specialist cases, whilst documenting the best practice procedure for new employees and providing training appropriately § Often asked by management to ‘step-up’ when they were unavailable to Participate in key stakeholder meetings along with daily team meetings § Applied a 3 principle approach to daily team meetings taken from scrum framework where each team member would outline work completed in the last 24 hours, work to be conducted in the next 24 hours and whether any impediments were faced.
§ Documented evidence for case compilation, often liaising with key stakeholders to ensure all the relevant information was captured § Actively sought by the management team to analyse key processes used across the team and provide considerations for process improvement § Produced training material and lead training sessions with end users to overcome any mislaid communication § Tracked and prepared MI reports for management on a weekly basis, achieved through data interrogation
§ Successfully promoted within 12 weeks by senior management for recognising inefficiencies in processes across the complaints team § Created and documented amendments to the case capturing process, removing redundant tasks and challenging the as is process by engaging with key stakeholders