Summary
Overview
Work History
Education
Skills
Timeline
Generic

LANI GUICO

Lindfield

Summary

With over 13 years of expertise in operational support, and advanced analytics, I am recognised in converting complex data into actionable strategies that drive business success. I am committed to fostering team collaboration and building strong stakeholder relationships to achieve and exceed business objectives. As I continue to enhance my skills through a Master's in Data Science from Macquarie University, due for completion in June 2024, I am eager to leverage my analytical skills and innovative approach to add significant value to your organisation. Building on a solid foundation of operational support, I bring a diverse skill set that includes strategic analysis, decision-making, and advanced data analytics. With advanced proficiency in platforms like AWS and Infor Expense Management, and a strong grasp of machine learning tools, I am well-equipped to navigate and optimize technology-driven environments. Furthermore, my ability to foster productive relationships with stakeholders and clients has been key to driving business growth and maintaining high customer satisfaction levels. Together, these capabilities allow me to deliver substantial value and drive success in dynamic and challenging business contexts.

Overview

15
15
years of professional experience

Work History

Business Analyst

GlobalMedicsAI
- Current
  • Leading the redesign and creation of business process flows, achieving a 50% improvement in project delivery times through the implementation of efficient conceptual frameworks.

Manager, Support Operations

Infor PSSC Inc.
10.2020 - 09.2022
  • Led a team of 15 support analysts, increasing employee retention by 90% through targeted career development and a supportive work environment
  • Developed and implemented customer-centric strategies, achieving a 90% improvement in customer satisfaction rates by introducing innovative support solutions
  • Proactively addressed and resolved complex issues, reducing escalations by 90% through effective problem resolution, escalation management, and the introduction of a tiered support system to expedite response times
  • Earned recognition as Manager of the Year in 2022 for outstanding leadership, operational excellence, and results, setting a new standard for management effectiveness and team morale.

Product Support Analyst, Lead

Infor PSSC Inc.
11.2017 - 09.2020
  • Spearheaded a team of Support Analysts, ensuring the efficient resolution of daily customer incidents, leading to a sustained high customer satisfaction rate
  • Played a pivotal role in the development and implementation of best practices for incident management, contributing to a robust support framework that significantly improved operational efficiency
  • Fostered a culture of continuous learning and improvement within the team, leading to enhanced problem-solving skills and a more proactive approach to customer support.

Product Support Analyst, Senior

Infor PSSC Inc.
08.2012 - 10.2017
  • Orchestrated and led onboarding training programs for new team members, significantly reducing ramp-up time and enhancing team cohesion and performance
  • Led key initiatives during critical transitions to cloud-based systems, ensuring seamless testing, validation, and implementation of new features and fixes
  • Consistently contributed to organisational success through dedicated support and proactive engagement, particularly with AWS-based cloud systems.

Systems Analyst

Pioneer Clinical Laboratories Inc.
07.2009 - 08.2012
  • Ensured the seamless operation and maintenance of the organisation's in-house system, significantly reducing downtime and improving system reliability
  • Provided expert user support, documenting and resolving system challenges, leading to improved system usability and reduced incident recurrence.

Education

Master of Data Science -

Macquarie University
06.2024

Global Leadership Program -

Macquarie University

Bachelor of Science in Economics -

Batangas State University

Service Strategies

Skills

  • Data Analysis
  • Requirements Gathering
  • Microsoft Office Suite
  • Project Management

Timeline

Manager, Support Operations

Infor PSSC Inc.
10.2020 - 09.2022

Product Support Analyst, Lead

Infor PSSC Inc.
11.2017 - 09.2020

Product Support Analyst, Senior

Infor PSSC Inc.
08.2012 - 10.2017

Systems Analyst

Pioneer Clinical Laboratories Inc.
07.2009 - 08.2012

Business Analyst

GlobalMedicsAI
- Current

Master of Data Science -

Macquarie University

Global Leadership Program -

Macquarie University

Bachelor of Science in Economics -

Batangas State University

Service Strategies
LANI GUICO