Ngozi Delphin

A Business Analyst with extensive years of experience in business process improvement, gap analysis, requirement gathering, problem identification and simplify solution development within the trucking company, healthcare and technology industry. Proficiency with Microsoft office applications, problem -solving skills, prioritization, Requirement gathering with the documentation of processes, capturing of needs and analysing of information, Stakeholder management, Understanding of workflows and process flow diagrams, communication skill, Building relationship. Enabling self-service options for Robson Moore customers which reduced operational expenses by 32%.

Set up and configured domains and professional email system (bulk and individual accounts) to support automated communication workflows.

Result-driven Digital Transformation Support Professional - ARDEN TOWERS

(2023)

Result-driven Digital Transformation Support with proven experience in requirements gathering, process automation and sales funnel optimization, driving operational efficiency, enhanced digital solutions by collaborating with stakeholders and technical teams. Experienced in system testing, prioritizing requirements, and implementing automation tools that reduced manual workload and improve performance, passionate about leveraging data and process improvement to support business growth and digital innovation.

• Gathered and documented business requirements for automated sales funnel systems and translated them into actionable specifications for funnel builders and technical teams.
• Coordinated the development and optimization of landing pages, contact pages, calendar booking systems, and thank-you pages to streamline the customer journey.
• Set up and configured domains and professional email systems (bulk and individual accounts) to support automated communication workflows.
• Assisted in User Acceptance Testing (UAT), validating system functionality against business requirements before deployment.
• Prioritized customer and distributor requirements based on business impact and feasibility.
• Mentored and trained new distributors on digital tools, automation systems, and process workflows.
• Improved lead conversion rate by 25% through optimized funnel structure and clearer call-to-action design.
• Reduced technical setup errors by 35% by introducing clearer requirement documentation and validation checks, increased distributor onboarding efficiency by 30% by standardizing training and digital setup processes.

Business Analyst - Robson Moore

(2022-08 - 2022-12)

Responsible for facilitating the implementation of Customer Relationship Management (CRM) and integration with a new landing page to enable the client to increase lead conversion rates, increase sales, effective management of increasing customer data and manage customer campaign requirements.

• Completed market research to come up with the top three proposed CRM solutions. Investigated the business problem, created cost vs benefit analysis on all options and presented a business case showcasing pros and cons of multiple options to align with business needs.
• Supported for gathering detailed requirements through workshops and meetings to understand the needs of stakeholder regarding landing page.
• Documented requirements in the form of user stories and provided relevant acceptance criteria.
• Participated in daily scrum meetings to deliver the project on time.
• Conducted an AS IS analysis and created a use case (UML diagram) to demonstrate the existing functionalities.
• Wrote user guides and user manuals to train staff on CRM.
• Supported project managers by way of monitoring risks, issues assumptions and dependencies to ensure the project is effectively controlled and managed to agreed time and specification.
• Created an end of project report detailing lessons learnt, analysing whether we achieved our objectives and what could be done better in future.
• CRM reduced loading times which increased productivity by 23%.
• Customised new software led to an increase of 16% in sales, 33% increase in leads generated within the first 2 months of launch.

Business Analyst - Healthcare solutions

(2021-09 - 2022-08)

Operating on a major healthcare transformation programme aiming to optimise non-clinical processes, and ensure patients care, due to a significant drop in the standard of healthcare being provided.

• Reviewed documentation and held workshops to ascertain existing process which is poor care.
• Documented existing non-clinical processes with a process map using BPMN 2.0 standard.
• Ran frequent focus groups to ascertain patient feedback led to improved communications with patients by introducing new contact process by using emails, tests and massages via app, zoom calls for elderly and kids to minimise infection during the pandemic.
• Proposed and documented future state process (TO -BE), introducing sterilising equipment, testing kits to the company to minimise the chances of infection, to be managed by one team so that nurses will use the time for clinical activities to improve patient care.
• Created training material to follow new process of preventive control.
• Reduced non-clinical time spent by 28% and time saved was shifted towards clinical activities and patient care, resulting in major improvement in patient feedback.

Business Analyst - M. Mekas interlinks ltd

(2017-01 - 2021-03)

Responsible for identifying areas of business improvement by capturing, analysing and documenting business processes. Gathered requirements and analyses the business requirements to identify significant gaps with existing functionality and identify performance improvements.

• Worked closely with the product owner to break down Epics into user stories.
• Worked with developers to help with technical designs / solution planning.
• Supported project managers by way of monitoring risks, issues, assumptions and dependencies to ensure the project is effectively controlled and managed to agreed time and specification.
• Conducted one to one coaching and performance management discussions with other team members.
• Engaged with business experts to understand current business processes and future requirements.
• Successful monitored risks and provided key imformation to stakeholders using AS and TO BE analysis, thus getting the department funding to successfully implement a new system that reduced loading times, which increased productivity by 25%.
• constructed fire service truck to a tipper truck, generated a huge amount of sales, increasing customer satisfaction and profit by 35%, instigated by an idea from me.

Complaints Analyst - Micro Finance Bank

(2013-02 - 2016-12)

Working on behalf of Micro Finance Bank. The company was suffering high levels of customer dissatisfaction and the potential of regulatory of fines due to how non-compliance with the law relating to how complaints were dealt with.

• Effectively worked with stakeholders at all levels to document concerns and possible options for improvement with a business case.
• Performed detailed GAP analysis to locate major issues with the AS -IS complaint process.
• Developed Target Operating Model (TOM)—providing clear vision as to where the complaint handling process needed to be.
• Held workshops to gather detailed business requirements regarding proposed changes, Documented within BRD.
• Supported operations teams to successfully deliver changes.
• Ensured any operational changes were effectively communicated to relevant teams.
• Improved customer outcomes by 22%, leading to increase in demand for the product.

BCS Foundation - Business Analysis (2022-08 - 2022-12)

BSc. - Business Administration - University of Lagos (2007-07 - 2012-11)