Ana Taumoefolau
Roxburgh Park,Victoria
Summary
I am an enthusiastic, self-motivated, reliable, responsible and hard-working person. I can work well both in a team environment as well as using own initiative. I can work well under pressure and adhere to strict deadlines.
Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
11
11
years of professional experience
Work History
Data Analyst (Secondment Role)
Qantas People Systems
01.2020 - 01.2023
- Responsible for providing first level support for specific business systems and processes. This includes responding to customer IT queries and requests, leveraging existing information resources, clearly advising customers on appropriate actions and resolutions at the first interaction with the customer and diligently follow operation procedures. In critical operational areas this service may operate for extended hours.
- Achievement
- Assists the business with onboarding third party Contractors during a contract changeover of building Management.
- Clean and uploaded multiple EIB’s in Workday to keep the data up to date.
- Worked together with the developers on improving the current integration faults, causing errors and stopping the hiring applicant profiles from automatically getting created.
Digital Support Analyst
Qantas Digital
01.2019 - 01.2023
- Our product team looked after the customer feedback channel, created reports and Dashboard for all the Digital product teams within the Qantas Digital. Reviewed all the product feedback from all our customer channels plus direct customers relating to any products on Qantas.com. Worked with all digital products owners and team to improve current products functionality and communications relating to product limitations.
- Achievement
- (Pseudo Product Owner of the feedback platform for Qantas Digital – we had 3 months to build, test and push into production which we did at the end.)
- Completed the data analysis to work out where we needed to Improve and which system to use for the enhancement.
- Completed a lean Canvas to justify the need of doing this project and to get the funding
- Replaced all digital share boxes plus SharePoint templates by introducing a Query Qantas Digital module in ServiceNow.
- Introduced the Digital Portal to cater for the internal stakeholders – giving them visibility of existing faults also giving them the ability to add to the existing faults without having to duplicate the fault report. Ability to raise a new fault ticket and visibility of product limitations.
- Onboarded all internal Stakeholders and all Digital 26 resolver groups.
- Linked .com products to product teams by creating 26 resolver groups in ServiceNow (Used the information as the category dropdown in the Digital Portal for any internal stakeholder to select and feed the fault back will be routed to the right team.
- Created an overall Digital Dashboard showcasing all RITM tickets (Queries) and Incident tickets still pending for review or fix. And Dashboards for the individual teams.
- Worked with multiple stakeholder departments to get them on board to using the tool. (Ongoing)
- Worked with the Commercial Contact Centers to improve process and procedures when I see a trend in the data.
- Supported all Digital Product teams during the transition.
- Created a support for the vaccine role out in ServiceNow and mapped it to the teams responsible for first layer support after weeks on reviewing the data I was able to bring all resolver groups together to talk about the trend and worked out a solution to iron out.
Business Analyst
Qantas Business Reward
01.2021 - 04.2021
- I was put into this team to work as a BA while they recruited for the role, while I was there, we worked on a project called “Monthly Report for Business Reward customers.”
- Achievements
- (Our group completed the project within the three months it was estimated for I was mainly responsible for the data set which was the most important job in this project)
- Worked with the data warehouse team to work out the logics for different personas.
- Created User stories | Tested User Stories in the test environment also in production.
- Created dataset – bookings which will display on the report.
- Completed all the refunds for all my test bookings in production.
Search Widget Product Team (Business Analyst)
Qantas Digital
09.2020 - 01.2021
- I was activated from stand down to cover a BA that was on leave.
- Achievement
- Most of the work I did in this space was testing and validating data set. In AEM prior to pushing it into production.
- Complete all testing in test environment also in production.
- Learnt how to navigate in the AEM system to migrate data etc.
- Created user stories in Jira and linked it to some data in Confluence.
Digital Analyst
Qantas Airways
04.2018 - 02.2020
- Reduced customer acquisition costs by refining targeting methods based on behavioural data analysis.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Developed custom dashboards for stakeholders to visualize key performance indicators, enhancing business understanding.
- Evaluated the effectiveness of email marketing campaigns through detailed analytics, leading to increased open rates and clickthroughs.
- Provided ongoing training to junior analysts on industry best practices and emerging trends in digital analytics.
- Collaborated with cross-functional teams to design effective digital strategies, driving growth and increasing market share.
- Managed relationships with external vendors while overseeing implementation of digital initiatives.
- Presented analytical findings to senior leadership regularly, influencing strategic decision-making based on data-driven insights.
Product Support Team (Business Analyst)
Qantas Digital
01.2017 - 01.2018
- This group was responsible for coordinating and conducting user acceptance testing of major new projects enhancements to existing products and regular maintenance fixes prior to launch. They were also responsible for validating product bugs and communicating with relevant product teams to fix the issue.
- Achievement
- Was able to lead a user acceptance test for a new project getting released into production. (Qantas.com)
- Worked with the team to pull fault reports off ServiceNow instead of using cards and placing it on the window to track on a daily.
- Loaded promos that was communicated from the car dealers we have in our ancillary contacts. (Avis and Budgets)
- Learnt how to use Jira to create test cycles.
- Learnt how to use Confluence to set up the communications for the Acceptance | Regress Test prior to sharing it out to the team.
Consultant
Qantas Customer Operations
01.2016 - 01.2017
- This group was responsible for the approving of medical customers (Special handling) traveling with pets on domestic | organizing onward carriage when flights were delayed or cancelled.
- Achievement
- Took ownership of a situation at the domestic airport - 29 Japanese Students and teaches missed connected on their international flight due to our Qantas flight delay on a domestic leg. I was able to use my ticketing skills to get all students and adults onto a Qantas international flight by contacting CX to release the coupons for us to reissue – at the end I saved Qantas accommodation fees and charges.
Consultant
Qantas Staff Travel & Duty Travel
01.2012 - 01.2016
- This group was responsible for helping staff customers create standby bookings, refunding tickets, action refunds for downgrades and communicate the terms and conditions of all interline and QF | JQ policy.
- Achievement
- Able to construct a fare manually and issue paper or electronic tickets for customers.
- Staff travel system was migrating into Ifly – I create a Facebook private page to assist with the training staff because we had 100 plus calls waiting to be serviced after going live.
Education
Tamaki College
01.1999
Fashion and Design
New Zealand Fashion Tech
Computer Technician
ITTI
Business/Admin
Best training
Bachelor - Accounting
M.I.T
01.2010
Skills
- Data analysis
- Data visualization and presentations
- Excel functions
- Data cleaning
- Analytical problem solving
- Attention to detail
- Machine learning
- Database maintenance
- Process improvement
- Product development
- Problem-solving
- Analytical thinking
- Workflow automation
Hobbies and Interests
Playing netball, Listening to Music, Traveling to New destinations
Timeline
Business Analyst
Qantas Business Reward
01.2021 - 04.2021
Search Widget Product Team (Business Analyst)
Qantas Digital
09.2020 - 01.2021
Data Analyst (Secondment Role)
Qantas People Systems
01.2020 - 01.2023
Digital Support Analyst
Qantas Digital
01.2019 - 01.2023
Digital Analyst
Qantas Airways
04.2018 - 02.2020
Product Support Team (Business Analyst)
Qantas Digital
01.2017 - 01.2018
Consultant
Qantas Customer Operations
01.2016 - 01.2017
Consultant
Qantas Staff Travel & Duty Travel
01.2012 - 01.2016
Fashion and Design
New Zealand Fashion Tech
Computer Technician
ITTI
Business/Admin
Best training
Bachelor - Accounting
M.I.T
Tamaki College
Similar Profiles
Reginald NairReginald Nair
First Officer at National Jet Systems (Qantas Group)First Officer at National Jet Systems (Qantas Group)
Teresa BillingsleyTeresa Billingsley
Social Worker/Case Manager at People Systems (Agency of Persons with Disabilities)Social Worker/Case Manager at People Systems (Agency of Persons with Disabilities)
Diksha KshirsagarDiksha Kshirsagar
Consultant at People & Systems Alchimie Pvt LtdConsultant at People & Systems Alchimie Pvt Ltd
Nicolas HammondNicolas Hammond
Cashier at HOT BREAD BAKERYCashier at HOT BREAD BAKERY
Sumayah AliSumayah Ali
Swimming Instructor at Paul Sadler Swimland EssendonSwimming Instructor at Paul Sadler Swimland Essendon