Arlette Lenge Kasongo
Ottawa,ON
Summary
Dynamic Business Analyst with a proven track record at Public Service and Procurement Canada, excelling in data analysis and team collaboration. Leveraged analytical thinking and SQL expertise to enhance system understanding and improve customer service outcomes. Achieved significant improvements in project scope accuracy and client satisfaction through effective requirements gathering and clear communication.
Overview
8
8
years of professional experience
Work History
Business Analyst
Public Service and Procurement Canada
10.2023 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed high-quality reference documentation to support training efforts, helping clients fully understand new systems and procedures.
- Provided technical support for troubleshooting analytics and reporting issues.
- Interacted with customers to understand business needs and translate into requirements and project scope.
Service Desk Officer
Public Service and Procurement Canada
08.2021 - 10.2023
- Created user accounts and assigned permissions.
- Contributed to increased first-contact resolution rates by expanding personal technical knowledge and skills through ongoing training.
- Provided remote support to users across multiple locations, ensuring consistent service quality regardless of geographical distance.
- Maintained up-to-date documentation on supported systems, enabling faster issue identification and resolution when needed.
- Collaborated with team members to identify trends in support issues, resulting in proactive problem resolution.
Customer Service Officer
Compass Group/University of Ottawa Food Services
08.2016 - 03.2020
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Honours BSocSc in International Economics And Dev
University of Ottawa
Ottawa, ON11-2020
Skills
- Data analysis
- Requirements gathering
- Team collaboration
- Microsoft Office Suite
- Systems analysis
- Attention to detail
- Clear communication
- Analytical thinking
- SQL and databases
Languages
French
Native or Bilingual
English
Professional Working
Timeline
Business Analyst
Public Service and Procurement Canada
10.2023 - Current
Service Desk Officer
Public Service and Procurement Canada
08.2021 - 10.2023
Customer Service Officer
Compass Group/University of Ottawa Food Services
08.2016 - 03.2020
Bachelor of Science - Honours BSocSc in International Economics And Dev
University of Ottawa
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