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 -
Senior Customer Service Advocate at Telecommunications Services Of Trinidad And Tobago LimitedSenior Customer Service Advocate at Telecommunications Services Of Trinidad And Tobago Limited