Canada
Professional Project Coordination and Business System & Operations Analyst with experience supporting cross-functional initiatives, stakeholder communication, project documentation, status reporting, meeting facilitation, issue tracking, and process improvement. Skilled in coordinating timelines, tracking deliverables, preparing project updates, documenting action items, supporting UAT and change activities, and maintaining clear communication across internal teams, external stakeholders, clients, and vendors. Experienced with Salesforce CRM, Power BI, Excel, PowerPoint, Jira, Confluence, Microsoft Office Suite, and project tracking tools. Currently working toward CAPM certification and seeking to apply coordination, documentation control, scheduling support, budget tracking, client communication, and operational support skills within a structured, regulated project delivery environment.
• Designed and executed data-driven marketing strategies that enhanced customer engagement, improved retention, and supported revenue growth. • Partnered with Sales, Operations, and R&D teams to align customer-focused initiatives with business objectives and risk management considerations. • Conducted comprehensive market research and trend analysis to identify customer behaviors, emerging opportunities, and potential business risks. • Implemented Salesforce CRM solutions and automated customer engagement workflows, improving follow-up efficiency and increasing customer retention by 25%. • Managed customer inquiries and dispute resolution processes, ensuring positive customer experiences while mitigating operational and business risks. • Developed Power BI dashboards to monitor campaign performance, lead activity, customer satisfaction, and key business metrics, enabling data-driven decision-making. • Collaborated with Sales, R&D, Operations, and Service teams to successfully execute marketing initiatives and enhance customer experiences. • Implemented digital workflow improvements and CRM-based engagement channels, reducing service resolution time by 20% and improving overall customer satisfaction. • Analyzed customer feedback and identified user journey gaps to recommend enhancements that improved customer experience and marketing effectiveness. • Collaborated with creative teams to develop marketing collateral that strengthened campaign consistency, customer engagement, and brand messaging. • Leveraged Salesforce CRM automation and digital engagement workflows to optimize customer journeys, streamline follow-up processes, and improve retention rates by 25%. • Performed customer behavior analysis and market research to support campaign targeting and segmentation strategies, resulting in a 13% increase in email open rates.
• Gathered and analyzed business requirements through stakeholder discussions, supporting process improvements and operational efficiency initiatives. • Conducted fraud risk investigations and operational analysis to identify trends, mitigate risks, and support business decision-making. • Analyzed customer, operational, and business performance data to generate actionable insights and support strategic initiatives. • Managed Salesforce CRM workflows, customer data governance, and reporting activities to support customer lifecycle management and business operations. • Collaborated with cross-functional stakeholders across Business, Operations, Compliance, and Technology teams to deliver process enhancements and operational improvements. • Developed reports, dashboards, and KPI metrics using business data to support performance monitoring and decision-making. • Documented business processes, workflows, and standard operating procedures (SOPs) to improve governance, consistency, and knowledge sharing. • Conducted process reviews and gap analysis to identify opportunities for workflow optimization, automation, and continuous improvement. • Supported change management initiatives, stakeholder communication, and user adoption activities during process and system enhancements. • Participated in Agile project activities including requirements gathering, status reporting, stakeholder coordination, and project documentation.
• Conducted in-depth legal research on Customs Duty laws, Warehouse Goods Regulation Act, and financial compliance regulations. • Assisted in preparing reconciliation summaries for the financial year, ensuring compliance with tax and regulatory standards. • Analyzed regulatory frameworks, customs valuation, and duty structures to support litigation and advisory services. • Provided legal opinions and case research on trade compliance, import/export regulations, and tax implications. • Assisted in drafting compliance reports, legal documents, and policy recommendations for financial and regulatory matters.