Petrina Grib
Business Analyst
Cleveland,QLD
Summary
Analytical, Strategic, Challenger, Inspirer and Motivator
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritistation skills.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Helpdesk Manager /Business Analyst
OfficeMax NZ Limited
Auckland, New Zealand
12.2013 - 09.2022
- Analysed key aspects of business objectives to evaluate factors driving results is Direct shipping and services offered.
- Assessed business requirements to forecast annual budgetary operational costs.
- Assigned tasks to associates and updated involved parties to enhance optimal business flow.
- Evaluated trend cycles to understand annual impacts and assess current strategies.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Supported leadership team with reporting and analysis to inform Senior Leadership team.
- Collaborated with category National Sales Managers and Merchandisers in product line to streamline the customer experience online.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Improved business direction by prioritising customers needs and implementing changes based on collected feedback.
- Identified risk mitigation with business units impacted with upcoming changes.
- Applied honed problem-solving skills to analyse and resolve issues impacting business operations and goal achievement.
- Analyzed open orders, backlog and sales data to provide sales team with insights.
- Worked one-on-one with clients to improve process specifications.
- Exercised critical thinking to resolve data extraction error in inventory and Direct ship logistic reports.
- Assisted Merchandise, Finance and Sales departments managers to improve customer satisfaction.
- Surveyed suppliers to ascertain requirements and expectations for product specifications and service deliveries.
- Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Expanded cross-functional organistational capacity by collaborating across departments on priorities, functions and common goals.
- Reduced process bottlenecks by training and coaching employees on procedures and performance strategies.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Recruited and hired top performers to add talent and value to department.
- Supervised labor costs and departmental expenses to remain in line with budget.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
Customer Services Manager - Australasia
Avis And Budget Group
Auckland, New Zealand
08.2010 - 11.2013
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Reviewed and approved customer adjustments due to incorrect changes on debtor accounts.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve operational processes and support structures company-wide.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Controlled resources and utilised assets to achieve qualitative and quantitative targets.
- Monitored customer service operations to assess agent performance and provide feedback.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with services to help with retention and drive sales.
- Assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed and maintained relationships with customers and Sales Teams through account management.
- Recruited and hired top performers to add talent and value to department.
- Maximised performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered service questions, suggesting other offerings to attract potential customers.
- Reduced process bottlenecks by training and coaching employees on procedures and performance strategies.
Education
Change Management Foundation And Practitioner Cour - Change Management
Project Laneways
New Zealand 04.2021 - 04.2021
Advanced Diploma in Business Management - Business Management
South African Institute of Management
South Africa 06.2001 - 02.2004
High School Diploma -
Sir Pierre Van Ryneveld High School
South Africa 01.1983 - 12.1987
McCarthy Leadership Programme - Organisational Leadership
Gordon Institute of Business Science
South Africa 01.2000 - 11.2000
Skills
Strategic planning
Improvement initiatives
Supply Chain Management
Cross-functional communications
Business process mapping
Process change management
Critical thinking ability
Creative thinking
Analytical thinking abilities
Forward-thinking mindset
Time management
Customer centric
Accomplishments
- Process Improvement - Achieved revenue objective by implementing Salesforce Services module to track delivery timeframes and resolution timeframes from 12 days to 3 days on average
- Implemented Salesforce in the Specialist Helpdesk which resulted positive turn around timeframes and and business implemented Salesforce CRM.
- Implemented an innovative solution to automate fresh milk delivery invoicing from 2 weeks to 1 day.
- Management - Directed Specialist Helpdesk team of 34 direct reports.
- Managed Direct Shipping strategies and ensured operations growth and retention of orders were within forecast.
- Collaborated with team of 9 in the development the Direct Shipping Order fulfillment automation.
- Customer Follow-up - Ensured that customers were informed of delivery and inventory delays during Covid 19 by doing order stock follow-up calls.
- Used Microsoft Excel for Direct Shipping inventory spreadsheets to track volume and channels per inventory line.
Enjoy the outdoors and travelling to new destinations.
Enjoy the beauty and tranquility of nature. When travelling to new destinations I enjoy sight seeing and learning about new cultures.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Change Management Foundation And Practitioner Cour - Change Management
Project Laneways
04.2021 - 04.2021
Helpdesk Manager /Business Analyst
OfficeMax NZ Limited
12.2013 - 09.2022
Customer Services Manager - Australasia
Avis And Budget Group
08.2010 - 11.2013
Advanced Diploma in Business Management - Business Management
South African Institute of Management
06.2001 - 02.2004
McCarthy Leadership Programme - Organisational Leadership
Gordon Institute of Business Science
01.2000 - 11.2000
High School Diploma -
Sir Pierre Van Ryneveld High School
01.1983 - 12.1987