CANUTE FONSECA

Business Analyst at OLA

• India
• My current job since September 2019

Proactive in making recommendations to enhance client satisfaction, elevate operational effectiveness and continuous improvement efforts to obtain optimal results related to quality, delivery, and service
•Creating and implementing new policies & procedures that ensure excellent client service and identifying areas of service excellence with the focus on continuous improvement in renewing organizational culture
•Designing new process flows and documenting the business process and various business scenarios and activities of the business from the conceptual to procedural level and preparing Business Workflow models
•Conducting A/B testing to maximize product efficiency
•Supervising and guiding the operational activities of the organization, ensuring smooth workflow, managing business operations, preparing reports, maintaining a good relationship with clients and anticipating business needs
•Improving and refining the process in customer excellence and ensuring action plans are in place to improvise variance in Standard Operating Procedures (SOPs)
•Building a library of models and reusable knowledge-based assets to produce streamlined business intelligence results
•Performing market segment strategic planning by analyzing market data through various forms of research
•Developing client’s business requirements and processes through document analysis and workflow analysis
•Working closely with stakeholders and translating requirements into deliverables such as functional specifications, user cases, and workflow/process
•Conducting market analyses, increasing productivity and the overall profitability of the business, reducing cost, developing & monitoring data quality metrics and implementing systems to convert business problems to solutions
•Identifying problematic areas, suggesting improvements, evaluating business operations, tracking KPIs, identifying cost-effective modes, and striving to increase efficiency & reduce cost
•Collecting data from consumers, competitors and the marketplace; consolidating such information, understanding business objectives & design surveys, compiling statistical data using modern & traditional methods