Didintle Mohumotsi
CRM Systems Analyst | Business Analyst
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About
Experienced CRM Systems Administrator and Business Analyst with 4+ years in CRM configuration, workflow automation, system optimization, and API integration architecture. Expert in Q Contact platform management with demonstrated expertise in designing and implementing system integrations. Proven ability to architect data flows across multiple platforms, streamline business processes, enhance user adoption, and deliver high-impact system solutions that drive operational efficiency.
Strong background in requirements gathering, gap analysis, and translating business needs into technical implementations. NQF Level 6 IT diploma holder with advanced SQL, data analysis, and system architecture capabilities.
Experience
Business Analyst / Data Analyst at Letsatsi Finance and Loan (2022-04 – 2026-09)
As sole Business Analyst and Technical Systems specialist, delivered complex, cross-departmental projects bridging business and IT while managing ongoing systems support for 50+ users across multiple departments.
- Administer and configure Q Contact CRM system, managing SLAs, workflow automation, and system user administration
- Design and implement workflow automation rules to streamline business processes and improve operational efficiency
- Manage user administration including role creation, access control, and security permissions for 50+ system users
- Configure system parameters and customizations to align with business requirements and organizational policies
- Provide comprehensive user training and support to drive system adoption and user proficiency
- Gather and document business requirements through stakeholder interviews and workshops
- Conduct gap analysis to identify process inefficiencies and recommend solutions
- Design and document business process improvements and system solutions
- Create detailed specifications and change request documentation for system enhancements
- Develop business process documentation and standard operating procedures
- Perform client lapse analysis and identify trends using advanced Excel techniques (pivot tables, statistical analysis)
- Create Power BI dashboards and visualizations to communicate key business metrics and insights
- Write complex SQL queries to extract, transform, and analyze data from insurance systems
- Generate monthly and ad-hoc reports to support management decision-making
- Led end-to-end API integration between Q Contact CRM and policy administration system, architecting data flows that enabled seamless cross-system functionality
- Designed data architecture enabling users to search across systems for client information including payment status, policy type, cover details, address, and contact information
- Identified technical requirements for cross-system integration and coordinated implementation across multiple stakeholders
- Enabled system automation through integration, eliminating manual processes and improving operational efficiency across the organization
IT Systems Support / Business Analyst at Letsatsi Finance and Loan (2022 – 2022)
Provided Tier-2 technical support while conducting process documentation and gap analysis work. Learned how systems support day-to-day business operations, laying the foundation for the data-centric thinking required in BI analytics.
Education
NQF Level 6 - Diploma in Information Technology in Software Development in Software Development – IIE Rosebank International (2022 – 2022)
NQF 4 National senior certificate – Tersia King Learning Academy (2017 – 2017)
