Summary
Overview
Work History
Education
Skills
References
Timeline
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Christina Pham

West Footscray,VIC

Summary

Results-focused business analyst professional with strengths in analytical thinking, capturing business requirements, documenting processes and identifying innovative system solutions. Proficient in conducting workshops to gather and analyse requirements, collaborating with stakeholders to define project scope, and facilitating cross-team communication.

Brings a deep understanding of design thinking through empathy and Lean methodology of continuous improvement techniques.

Overview

16
16
years of professional experience

Work History

Service Improvement Coordinator

ACU
Fitzroy, VIC
05.2022 - Current
  • Act as an internal consultant to implement improvements by facilitating workshops and communicating with technical and non-technical colleagues to understand project scopes/objectives, business requirements, and risks.
  • Applying Lean methodology - DMAIC to guide improvement initiatives; understand the business problems and goals; document business processes (as-is and to-be); identify pain points and cause-and-effects; propose and implement solutions to address pain points.
  • Maintain current knowledge and understanding of contemporary and relevant sector-wide approaches and developments in service improvement strategies, tools and operations.
  • Collate, analyse and report on key project metrics and deliverables, including customers' Critical to Quality, user stories, and use cases.
  • Monitor and test deliverables to unsure they are aligned with the project goals and are fit for purpose.
  • Develop presentations and reports to showcase the requirements and design of the solution and seek executive sign off.

Business Analyst

ACU
Fitzroy, VIC
11.2014 - 05.2022
  • Managed projects and served as primary liaison between internal business areas and external vendors to deliver outcomes within deadlines, using strategic practices and planning
  • Collaborate and facilitate discussions with internal stakeholders to pinpoint inefficiencies in business processes and document business requirements
  • Implemented improved organisational system functions and tools to increase productivity
  • Collaborate and strengthened positive relationships with diverse range of internal, external stakeholder and industry partners
  • Trained end-users in best practices to minimise errors and maximise technology adoption
  • Coordinated systems upgrades and conducted system testing
  • Presented proposals to leadership and stakeholders for endorsement
  • Managed, troubleshot and resolved technical issues with programs and systems as SME

Knowledge Management Analyst

Medibank
06.2011 - 06.2014
  • Mapped operational/system processes using Business Process Models
  • Produced, reviewed, delivered operational processes, procedures and policies in the knowledge management system to support business
  • Identified, gathered and validated business requirements on projects
  • Scoped project plans and tracked job progress to meet strict deadlines
  • Conducted useability and system testing to ensure the end product meets business/customer needs
  • Responsible for networking and managing stakeholder expectations

Team Trainer

Medibank
08.2009 - 05.2011
  • Produced training materials engage and educated individuals
  • Delivered in-depth, valuable training sessions to employees
  • Facilitated training sessions based on Adult Learning Principles
  • Tested trainees on materials to determine levels of understanding and areas requiring further instruction
  • Provided constructive feedback and one-on-one coaching to employees.
  • Liaised with stakeholders and SME to gather content requirements

Team Leader

Medibank
12.2008 - 07.2009
  • Managed a telephony team of 14 members servicing healthcare providers
  • Conducted monthly and annual performance reviews to strengthen individual and team achievements
  • Monitored daily KPIs and rosters to ensure service targets were met
  • Unitised conflict management methods to respond to escalations and complaints
  • Liaised with stakeholders and SME to raise/resolve issues or potential risks
  • Used Active Online Management to forecast team productivity
  • Managed head count and assisted in payroll requirements

Education

UTS Business School - Lean Six Sigma Green Belt
08.2022

PRINCE2 Foundation Certificate -

Meta MP
11.2016

Certification of Capability in Business Analyst (CCBA) -

Skillsoft

Skills

  • Project coordination
  • Requirements gathering
  • Business process mapping
  • Business process improvement
  • Quality Assurance
  • User acceptance testing
  • Staff training and development
  • Proficient with MS Office products (intermediate knowledge with Automate and Power BI)

References

Bill McKendry

National Manager, Service Improvement Team 

T: +61399533948

E: william.mckendry@acu.edu.au

Professor Anthony Whitty

Director, Centre for Education and Innovation

T: 03 9953 3835

E: anthony.whitty@acu.edu.au

Timeline

Service Improvement Coordinator

ACU
05.2022 - Current

Business Analyst

ACU
11.2014 - 05.2022

Knowledge Management Analyst

Medibank
06.2011 - 06.2014

Team Trainer

Medibank
08.2009 - 05.2011

Team Leader

Medibank
12.2008 - 07.2009

UTS Business School - Lean Six Sigma Green Belt

PRINCE2 Foundation Certificate -

Meta MP

Certification of Capability in Business Analyst (CCBA) -

Skillsoft

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