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Patricia A.

Business Analyst

  • Hourly rate: R550 /hr
  • Experience: 15 Years

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About Patricia

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• I have extensive experience in the contact centre and unified communications solution provider space and can assist with the scoping and solution overview development for prospective customers. • I also have extensive exposure to performing operational and strategic business analysis to assess a business’ current environment, identify opportunities for business improvement, enhanced customer experience and increased operational efficiencies. • Through the analysis of the business, I can highlight opportunities for advanced applications to supplement the business development process. • I have substantial change management exposure with large unified communications deployments and have the experience required to increase user adoption, whilst also assisting with end user training (predominantly in the Avaya and Microsoft platforms, but am more than willing to learn other platforms). • I am Avaya and Verint certified in the Interactions (Quality Management), Workforce Management and Speech Analytics modules and able to perform the initial consulting and scoping, as well as application configuration and post implementation support. • In addition, I have substantial project management experience with both operational contact centre and consortium management as well as advanced applications and unified communications deployments. • I have developed ROI models and application solution overviews for the broad WFO solution suite and have also carried out business case development to assist the sales and business development efforts. • I have exposure to various industries, including but limited to: o Public sector at all levels (local, provincial and national) o Financial services (banking and insurance) o Healthcare o Construction o Education o Retail o Security o Emergency Services, and o Audit

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