Data Analyst | Business Analyst

Technical Skill: SQL | Power BI | Tableau | Advanced Excel | Visio

Business analyst @ BCP Council (Feb 2024 - Present)

Reviewed and designed customer journeys and back-office processes to address customer service issues and enhance operational efficiency.
Utilized a simple methodology to design new journeys, adopting common approaches across BCP Council to support the goal of enabling enhanced self-service and digitally based services.
Provided analytical support for other activities as required, utilizing well-developed analytical skills.
Collaborated with cross-functional teams to identify areas for improvement and implement solutions to enhance customer experiences.
Conducted data analysis to identify trends, patterns, and insights to inform decision-making and optimize processes.
Prepared and presented findings, recommendations, and reports to stakeholders, including senior management, to support strategic decision-making.
Monitored and analyzed customer feedback and reviews to identify areas for improved customer service.

Data Analyst - Freelance @ Quantum Analytics (June 2023 - Feb 2024)

Created insightful visualizations using Power BI and Tableau to present key findings to stakeholders.
Utilized Excel and Pivot Tables for data cleansing, validation, and exploratory analysis.
Prepared and presented comprehensive reports and dashboards, translating complex data into actionable insights.
Conducted data profiling, data cleansing, and data validation to ensure data accuracy and completeness.
Conducted data analysis using MySQL for efficient data extraction and manipulation.

Payment Processing Administrator @ Pennon Water Services (Feb 2023 - Feb 2024)

Conducted daily reconciliations of incoming and outgoing payments, identifying discrepancies and resolving them promptly
Processed customer refunds and adjustments, handling inquiries and providing excellent customer service.
Conducted reconciliation of financial records to identify discrepancies and resolve payment discrepancies.
Managed and updated payment records and documentation, maintaining a high level of accuracy.

Business Analyst @ Moran Logistics Limited (Dec 2022 - Feb 2023)

Collaborated with transport teams to analyse and identify process gaps and recommended improvements.
Created and reviewed UAT test plans & completed test scripts to ensure traceability of requirements and provide sign-off.
Assisted in the implementation of transportation management systems (TMS) to streamline logistics processes.
Conducted “AS-IS” analysis of the existing process.
Worked with solution architects to bridge gaps identified in different business areas.
Design TO-BE Business Process Models

Business Analyst – Loan monitoring and Credit Control @ Polaris bank Ltd (Sept 2017 - Nov 2021)

Analyse current (AS-IS) credit control processes and identify areas for improvement.
Developed detailed business requirement documentation and process maps to streamline credit control, monitoring, and risk management processes
Assisted in the design and implementation of monitoring and reporting tools to track changes in credit risk over time.