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Competencies
Demonstrated experience with Stakeholder engagement.
Demonstrated experience with Process mapping.
Demonstrated experience with Data Analysis.
Demonstrated experience with Power BI.
Demonstrated experience with User acceptance testing (UAT).
Education
Languages
Experience
Business Analyst
Co-led a transformation project that standardized process documentation across the organization, Prepared business cases and other documents using Microsoft 365 tools and delivered clear, data-driven presentations through PowerPoint to support decision-making., Designed and delivered automated and instructor-led training on process mapping and system usage. (via LMS, In-Person, MS Teams), Developed departmental SOPs to enhance clarity and audit readiness., Created and maintained Jira-based trackers to manage departmental deliverables., Conducted internal process audits and supported ISO-aligned documentation, Served as System Administrator for Symbio (Celonis BPMN 2.0) across the organization., Led and supported User Acceptance Testing (UAT) for Enablon and Symbio., Prepared and coordinated documentation packages for Metrolinx., Built Power BI dashboards that translated complex data into clear, actionable stories.
Business Analyst
Played a key role in the development of the Special Investigations Unit (SIU), including the creation of SOPs, reporting tools, and process guidelines., Conducted data analysis using call center/roadside data, SQL and Excel to identify patterns in misuse or fraud, presenting findings to senior leadership., Helped design protocols that supported internal accountability, policy enforcement, and investigative documentation., Supported operational governance through collaboration with senior leadership, ensuring adherence to internal standards., Liaised with local and provincial law enforcement to solve criminal cases, Leveraged strong understanding of membership terms to strategically enforce operational rules and ensure alignment with organizational standards.
Member Support
Handled 70+ calls per day in a call center environment, including urgent and high-volume membership service escalations, ensuring resolution through internal coordination and procedural knowledge., Collaborated with multiple departments to address unique member concerns, helping refine internal escalation processes., Applied SOPs and eligibility guidelines consistently while ensuring a high standard of service delivery., Provided input to team leaders on policy gaps and process improvements.
Resolution & Technical Support Specialist
Handled 50+ calls per day in a call center environment, managing complex service escalations in a call center environment by utilizing de-escalation techniques, following regulatory SOPs and coordinating with internal departments when necessary., Monitored issue trends and proposed process enhancements for greater resolution efficiency., Identified coaching needs and tracked QA performance metrics, using data-driven decision making to regularly improve processes.