Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Accomplishments
Work Availability
Timeline
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Danielle Sylvester

Danielle Sylvester

Process Analyst
Trinidad and Tobago,Trinidad and Tobago

Summary

Experienced Process Analyst specializing in process improvements, process/business requirement documentation/workflows, workflow modelling and system testing

Specialties: academic, process improvement, process documentation, business requirements documentation, SharePoint, document management, system administration, research, data analysis and system testing

Overview

9
9
years of professional experience

Work History

Process Analyst

Sagicor Life Inc
Port of Spain, Trinidad And Tobago
06.2017 - Current
  • Advised, guided, drove and supported implementation of ongoing process improvements to improve elements such as cycle time, customer satisfaction and process throughput
  • Made recommendations on behalf of operation to represent their ideas for business process improvements and operational efficiencies
  • Executed complex business process improvement initiatives, investigated operational concerns, identified root cause/areas for improvement, and consolidated cross-functional demand to realize synergies
  • Ensured strong partnership at all levels across IT and served as advocate to manage stakeholder expectations
  • Supported operational excellence initiatives and helped ensure collaboration and continuous improvement
  • Interfaced with various levels of leadership, with ability to translate complex concepts into simplified and understandable examples and to gain consensus with stakeholders
  • Developed documentation that plainly rendered operation’s needs to technical support to ensure suitable execution of proposed process improvement initiative
  • Offered data-driven recommendations to align company strategies and process improvement initiatives.

Methods and Operations Officer

Sagicor Life Inc
Port Of Spain, Trinidad And Tobago
02.2013 - 05.2017
  • Analyzed operational issues through process mapping, assess AS IS operations and metrics, quantify findings, benchmark performance, and synthesize results
  • Developed future state processes to allow for implementation of improvements
  • Developed and presented continuous improvement recommendations
  • Presented conclusions to business by leveraging leading practices, monitoring performance and benchmarking performance across end-to-end processes
  • Proactively identified, assessed, and implemented process improvement opportunities using TQM methodologies
  • Managed development and maintenance of user-friendly process documentation, including operation procedures, system procedures and workflow diagrams.

Education

Research Methodology and Statistical Analysis -

Arthur Lok Jack Global School of Business
Trinidad
2018

Operations Management: Strategy and Quality Management for the Digital Age -

University of Illinois
Chicago, IL
2018

Project Management For Business Professionals -

SBCS
Trinidad
2017

Certification in Excel Work Productivity Tips, Tricks &Techniques -

ICATT
Trinidad
2015

Certification in FLMI Level I: Insurance Fundamentals Certified By LOMA -

LOMA
Trinidad
2014

Developing Effective Business Policies -

Caribbean Institute For Quality Ltd
Trinidad
2014

Bachelor of Science - Biology

The University of The West Indies
Trinidad
2011

CAPE -

Woodbrook Government Secondary School
Trinidad
2005

High School Diploma -

St. Augustine Girls’ High School
Trinidad
2003

Skills

  • MS Office tools: Access, Excel, PowerPoint, Projects, Visio, Word, and SharePoint
  • Process mapping, procedural/policy documentation
  • Business requirements documentation
  • SharePoint workflows and system administration
  • TQM and Six Sigma methodologies
  • Manual, regression and usability testing
  • Change implementation and management
  • Project management
  • Process improvement design and process architecture

Affiliations

Member of the St Joseph’s Catholic Church Liturgical Group Committee

Member of the LOMA Society of Trinidad and Tobago

Chairman of the Fundraising Committee for the LOMA Society of Trinidad and Tobago

Additional Information

  • AWARDS/CERTIFICATES , 2014: Award for Educational Achievement – Awarded by LOMA Society of Trinidad and Tobago

Accomplishments

  • Persistently attained Exceeds Expectations rating (avg. rating of 3.8/5) in Annual Performance Appraisal each year
  • Achieved a reduced cycle time, from 2- weeks to 1-day, for the submission of Individual Health new business applications, by introducing scanning and a centralized logging system via the MS SharePoint application.
  • Collaborated with project team members in the execution of Sagicor's Process Review and Optimization project from which data attained was used to develop future strategies
  • Achieved an improved customer experience and the ability for the company to contact trace, which was key during the pandemic, by designing and implementing a customer queue management system for customer service/policy administrative tasks.
  • Documented the processes and metrics for the General Insurance's underwriting and finance operations which highlighted potential cost savings of approx. $165K and $223K respectively per year.
  • Collaborated with a project team to design an end-to-end automated customer onboarding process for investments to ensure the company remained on brand and competitive.
  • Supervised/Trained new interns/member of staff.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Process Analyst

Sagicor Life Inc
06.2017 - Current

Methods and Operations Officer

Sagicor Life Inc
02.2013 - 05.2017

Research Methodology and Statistical Analysis -

Arthur Lok Jack Global School of Business

Operations Management: Strategy and Quality Management for the Digital Age -

University of Illinois

Project Management For Business Professionals -

SBCS

Certification in Excel Work Productivity Tips, Tricks &Techniques -

ICATT

Certification in FLMI Level I: Insurance Fundamentals Certified By LOMA -

LOMA

Developing Effective Business Policies -

Caribbean Institute For Quality Ltd

Bachelor of Science - Biology

The University of The West Indies

CAPE -

Woodbrook Government Secondary School

High School Diploma -

St. Augustine Girls’ High School
Danielle SylvesterProcess Analyst