Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Additional Information
References
Timeline
Generic

LEAH RACHEL GOUR

Summary

Program Manager and Business Analyst with over 10 years of experience in education, technology, and marketing. Expertise in leading strategic initiatives, enhancing operational workflows, and executing digital transformation projects. Proficient in stakeholder management, data analysis, and cross-functional team leadership, utilizing tools such as Salesforce and Adobe Suite to boost efficiency and engagement.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Business Analyst /Website Developer/Director

MECP SALES & Services Ltd
05.2016 - Current
  • Reengineered policies and processes using BPI frameworks, improving operational efficiency by 25%.
  • Built business intelligence dashboards in Excel and Google Sheets to enable data-driven decisions.
  • Developed contingency plans and training programs, boosting staff productivity by 20%.
  • Modernized IT infrastructure with G Suite and Microsoft Azure, cutting downtime by 30%.
  • Researched and implemented new productivity tools adopted company-wide.
  • Led UX/UI design projects that improved internal portal satisfaction scores from 70% to 90%.

Academic Student Advisor

Anglia Ruskin University-Trinidad
09.2014 - Current
  • Presented students with information and resources to promote academic progress, and empowered students to take responsibility for academic success.
    Advised students on course selection, pathways, and career options.
    Served as a student mentor and counselor for students when academic problems and personal adjustment issues arose.
    Scheduled meetings with at-risk students to discuss methods for improving grades and bolstering learning opportunities.
    Approved pre-registration, drops, adds, and withdrawals.
    Reviewed student grade reports each semester to determine probation or suspension based on the academic regulations of the university.

Program Manager Degrees

Anglia Ruskin University-Trinidad
09.2013 - 09.2014
  • Developed and monitored strategic academic plans and policies aligned with university objectives.
  • Implemented Lean-based process improvements, reducing administrative workload by 30% and costs by 15%.
  • Improved online student engagement by 20% through digital transformation and realignment of delivery methods.
  • Led a team of 6+ administrative staff, improving response times to student queries by 40%.
  • Coordinated with 30+ module tutors to ensure seamless course delivery and review.
  • Acted as Deputy for Head of Operations; supported executive planning and decision-making.
  • Achieved a 100% audit pass rate across three years by ensuring compliance with GDPR and university regulations.
  • Managed academic reports with a 98% on-time submission rate using Trello and MS Project.

Marketing Coordinator/Web Developer

Inomedia Productions Ltd
10.2011 - 09.2013
  • Executed web-based campaigns that increased online traffic by 35%.
  • Designed print and digital assets using Adobe Creative Suite, supporting 10+ product launches.
  • Managed CRM tools and campaign segmentation, improving targeting accuracy by 25%.
  • Led 15+ client projects from research to final design, with 100% on-time delivery.
  • Increased social media engagement by 40% through targeted branding and visuals.
  • Conducted market research using SurveyMonkey and Google Trends to guide messaging.

Administrative Coordinator/Website Developer

Income Protectors Limited
11.2011 - 09.2012
  • Managed executive calendar and meetings, coordinating over 50 internal and client interactions.
  • Maintained financial and client records using QuickBooks and Excel, improving reporting accuracy by 20%.
  • Drafted professional communications and client correspondence.
  • Conducted competitor research to support successful proposal development.
  • Prepared presentations and event materials for 5+ workshops and seminars.

Marketing Coordinator/Web Developer

Delta Windows & Doors Limited
02.2010 - 11.2011
  • Developed custom websites using PHP/MySQL, improving lead conversion by 25%.
  • Designed responsive HTML5/CSS3 layouts, reducing mobile bounce rate by 20%.
  • Enhanced site navigation and added media/social integrations, increasing traffic by 30%.
  • Created branded marketing materials using Adobe Suite for digital and print use.
  • Partnered with marketing lead on campaign planning and seasonal promotions.

Store Manager

LTEC System
04.2007 - 02.2008
  • Oversaw inventory audits and reduced shrinkage by 15%.
  • Trained staff in upselling, increasing average transaction value by 10%.
  • Implemented a feedback system that improved customer satisfaction by 20%.
  • Achieved a 95% resolution rate on customer issues and escalations.

Education

Master of Business Administration -

Heriot Watt University
01.2022

Postgraduate Diploma in Business Administration -

Heriot Watt University
01.2021

Postgraduate Certificate in Business Administration -

Heriot Watt University
01.2020

Bachelor of Science - Computing

University of Greenwich
01.2008

International Advanced Diploma - Computer Studies

NCC Education
01.2007

International Diploma - Computer Studies

NCC Education
01.2006

Skills

  • Change management
  • Strategic planning
  • Quality assurance
  • Program leadership
  • Partnership development
  • Issue and conflict resolution
  • Business process improvement
  • Policy and procedure development
  • Training program development
  • Customer relationship management

Certification

  • In Progress: Six Sigma Yellow Belt, LinkedIn Learning
  • In Progress: Business Analysis, LinkedIn Learning
  • Certificate in Mediation, University of the West Indies, 2023
  • Certificate in Spanish, Synergy Training Institute, 2021
  • Certificate in Company Law, Synergy Training Institute, 2021
  • Certificate in Conflict Resolution, Synergy Training Institute, 2021
  • Leading During Times of Change, LinkedIn Learning, 2021
  • Critical Thinking, LinkedIn Learning, 2020
  • Writing Customer Service Emails, LinkedIn Learning, 2019
  • Developing Your Emotional Intelligence, LinkedIn Learning, 2019

Accomplishments

  • Improved student pass rate to 80% by improving student engagement strategies.
  • Led team to achieve university goals, earning recognition from Anglia Ruskin University.
  • Led change management initiatives to improve productivity and workflow.
  • Created highly effective new Digital Records & digital documents that significantly impacted efficiency and improved operations.

Additional Information

Trello, Salesforce, Microsoft Office Suite, WordPress, Elementor, Adobe Suite, Canvas, TurnitinUK

References

References available upon request.

Timeline

Business Analyst /Website Developer/Director

MECP SALES & Services Ltd
05.2016 - Current

Academic Student Advisor

Anglia Ruskin University-Trinidad
09.2014 - Current

Program Manager Degrees

Anglia Ruskin University-Trinidad
09.2013 - 09.2014

Administrative Coordinator/Website Developer

Income Protectors Limited
11.2011 - 09.2012

Marketing Coordinator/Web Developer

Inomedia Productions Ltd
10.2011 - 09.2013

Marketing Coordinator/Web Developer

Delta Windows & Doors Limited
02.2010 - 11.2011

Store Manager

LTEC System
04.2007 - 02.2008

Master of Business Administration -

Heriot Watt University

Postgraduate Diploma in Business Administration -

Heriot Watt University

Postgraduate Certificate in Business Administration -

Heriot Watt University

Bachelor of Science - Computing

University of Greenwich

International Advanced Diploma - Computer Studies

NCC Education

International Diploma - Computer Studies

NCC Education

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LEAH RACHEL GOUR