Customer Operations

• Sep 2022 - Present

Business Analyst

• Jan 2019 - May 2021

• Gathered requirements from multiple stakeholders, documented them and obtained sign-offs from the relevant stakeholders• Elicited stakeholder feedback and collaboration at regular meetings and effectively managed their expectations• Documented and analyzed AS IS business processes and identified areas for improvement• Met program performance, usability, and scalability criteria by translating business requirements into high-level conceptual design.• Identified and managed Risks and Issues relating to the project• Played an active role in the Lafarge buy-win/retail census process - test scripts preparation, execution, etc

Business Development Analyst

• Nov 2016 - Dec 2018

• Preparation of training plans and materials liaising with the relevant stakeholders• Improved process automation end-user knowledge, producing documentation on protocols, system modifications and programming flows.• Creation of marketing strategies, conducting periodic market research and analysis• Implementing strategies to minimize operating costs and increase profits• Conducted root cause analysis to formulate countermeasures to business mistakes and improve operations.