Business Analyst
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As a Business Analyst, I have a track record of driving impactful change and improving operational performance across diverse industries, particularly within the Insurtech sector. Proficient in Agile methodologies, including Scrum, I specialise in managing sprints and optimising project management tools such as Jira and Confluence.
Personal strengths lie in systematic and methodical analysis, senior stakeholder management, effective communication, and a commitment to continuous improvement.
I bring valuable experience in business process analysis, troubleshooting, user acceptance testing, and CRM platform implementation, including Zendesk Cloud Based CRM, showcasing the ability to provide efficient solutions.
My dedication revolves around streamlining operational processes, identifying opportunities for process improvement, and enhancing customer satisfaction. As a Business Analyst, I am committed to delivering tangible and lasting value.
Professional Experience Summary - Business Analyst
Policy Expert | Milton Keynes | Business Analyst | 04/2014 - Present
Motor Renewals CRM Migration: Led a successful data migration to Zendesk CRM, resulting in a 7% increase in policy renewal rates and £5 million in annual premium revenue.
CRM Platform Migration: Oversaw a CRM platform migration, reducing annual licensing fees by 20%, saving approximately £300,000 annually.
Post-Acquisition Alignment: Harmonized Motor Insurance processes with Home Insurance operations post-acquisition, achieving an 8% revenue growth and 40% increase in shared knowledge.
Complaints Management Platform: Implemented a complaints platform resulting in a 40% reduction in response times and enhanced regulatory reporting.
Drains Up Analysis: Conducted analysis, reduced processing time by 40%, and improved customer satisfaction through streamlined operations.
Operational Efficiency: Spearheaded optimization projects, saving c1000 FTE hours annually, improving operational efficiency and reducing costs.
International Business Consultant | Gerson Lehman Group | 01/2019 - 07/2021
GLG Network Member: Engaged in insightful discussions with industry experts, contributed expertise during consultations, and supported clients in making informed business decisions.
Industry Insights: Stayed updated on industry trends and developments, collaborated with fellow Network Members, and built strong client relationships.
Project Manager | Dunelm | 03/2009 - 01/2014
E-commerce Enhancement: Led the launch of an improved e-commerce platform, resulting in a 25% increase in online sales within the first quarter.
Store Expansion: Successfully opened 22 new stores, contributing to significant revenue growth.
Regional Sales Drive: Achieved a 20% increase in average transaction values, driving substantial revenue growth for Dunelm stores.
Diploma of Higher Education in Business Analysis (Level 5) from Chartered Institute For I.T (BCS), London, in 02/2018.
Certified Business Analysis Professional (CBAP) certification in Business Analysis from Chartered Institute For I.T (BCS), London, in 01/2019.
Higher National Diploma in Project Management from Chartered Management Institute, London, completed from 02/2020 to 01/2021.
Certificate of Higher Education in Criminal Intelligence & Counterterrorism Analysis from BOLC, London, in 03/2020.
NVQ Level 2 in Foundation Insurance Test from Chartered Insurance Institute, Milton Keynes, in 04/2016.
