Summary
Overview
Work History
Education
Skills
Timeline
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Shaun Chan

Mount Druitt,NSW

Summary

Accomplished Business Analyst with a proven track record of driving significant improvements in operational efficiency and performance. Expert in leveraging data analysis and strategic leadership to deliver impactful solutions. Adept at fostering collaboration across teams and implementing best practices to achieve organisational objectives. Possesses comprehensive skills in software development, project management, and agile methodologies. Dedicated to continuous learning and adept at engaging stakeholders through effective communication and dynamic presentation skills.

Overview

5
5
years of professional experience

Work History

Business Performance Analyst

NSW Small Business Commission
10.2022 - Current
  • Spearheaded initiatives resulting in approx. 50% reduction in average handling time and elimination of "Blank" data by meticulously analysing large datasets.
  • Championed enhancements to operational processes and performance through comprehensive analysis of existing business processes, systems, and requirements.
  • Crafted and delivered presentations, tailored training sessions, and actionable insights to senior management, utilising platforms like Salesforce, Excel, and Power BI to drive evidence-based decision-making.
  • Successfully met organisational expectations by implementing robust KPI tracking system, monitoring team performance, and executing corrective actions as needed.
  • Developed annual budgets and forecasts by aligning financial objectives with business goals.
  • Evaluated and optimised effectiveness of tools, systems, and methodologies through collaborative efforts with internal and external stakeholders.
  • Ensured adherence to quality standards and methodologies by proficiently managing projects and initiatives.
  • Guaranteed high-quality system acceptance by overseeing critical functionality testing with meticulous attention to detail.
  • Supported technical and business teams through seamless implementation and adoption by leading user acceptance testing.
  • Proactively recommended effective business and ICT changes through comprehensive investigation of organisational needs and opportunities.
  • Managed end-to-end planning, development, enhancement, and implementation of diverse projects and systems.
  • Provided detailed insights into impacts of proposed solutions by identifying and mitigating potential risks and benefits.
  • Continuously enhanced organisational competency in business analysis through proactive growth initiatives.

Customer Service Office Assistant (Reporting and Forecasting)

Aldi Stores
11.2020 - 10.2022
  • Conducted in-depth analysis of Customer Service and eCommerce data to identify key drivers behind customer contacts, including compliments and complaints.
  • Developed comprehensive library of models and reusable reports/assets, enhancing efficiency of business intelligence processes.
  • Created performance dashboards tailored for both internal and external stakeholders, providing valuable insights into operational performance.
  • Oversaw day-to-day workload of team, strategically allocating resources to optimise service provision and operational support across all operating hours.
  • Extracted and synthesised data from diverse sources to gain insights into business needs, impacts, and costs.
  • Presented proposals and innovative methods to internal and external stakeholders, driving continuous improvement initiatives.
  • Utilised wide range of systems including Salesforce, NICE, ALDI academy, OSI Portal, MS Teams, SharePoint, CBIS, Tableau, Excel, Word, and SurveyMonkey.
  • Conducted software training sessions for employees to enhance data management capabilities, monitored usage, and provided suggestions for improvements.
  • Completed various administrative tasks such as scheduling meetings, data entry, managing shared email inboxes, minute taking, report writing, and creating/sending letters.
  • Applied advanced data modelling and statistical analysis techniques to identify trends, draw conclusions, and establish agent KPIs.
  • Resolved customer inquiries effectively through clear and concise oral and written communication.
  • Maintained meticulous records of customer interactions, processed customer accounts, and managed document filing.
  • Fostered effective collaboration with external stakeholders, including product and service suppliers, delivery partners, and internal teams such as eCommerce, Quality Assurance, Store Operations, Buying, Finance, and outsourced teams in Manila.

Gaming Attendant/Bartender

Stonecutters Ridge Golf Club
10.2020 - 10.2021

Media Assistant

Advertising Advantage
12.2019 - 10.2020

General Manager's Assistant

Catalans Dragons
01.2019 - 10.2019

Education

PRINCE2® 7 Practitioner Course -

PM Partners
Sydney
11.2023

PRINCE2® 7 Foundation Course -

PM Partners
Sydney
10.2023

Bachelor: Criminology And Criminal Justice -

Griffith University
Online
02.2022

Diploma: Film and Video Production (Screen and Media) -

New York Film Academy
Sydney
08.2017

Skills

  • Business process improvement
  • Gap analysis
  • Quality Assurance
  • Strategic Planning
  • Data Mapping
  • Microsoft Excel
  • Business Intelligence
  • Forecasting Techniques

Timeline

Business Performance Analyst

NSW Small Business Commission
10.2022 - Current

Customer Service Office Assistant (Reporting and Forecasting)

Aldi Stores
11.2020 - 10.2022

Gaming Attendant/Bartender

Stonecutters Ridge Golf Club
10.2020 - 10.2021

Media Assistant

Advertising Advantage
12.2019 - 10.2020

General Manager's Assistant

Catalans Dragons
01.2019 - 10.2019

PRINCE2® 7 Practitioner Course -

PM Partners

PRINCE2® 7 Foundation Course -

PM Partners

Bachelor: Criminology And Criminal Justice -

Griffith University

Diploma: Film and Video Production (Screen and Media) -

New York Film Academy

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Shaun Chan