Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Karen Canlas

Fletchers Lake,NS

Summary

Results-driven business systems professional with expertise in customer service, product management, Scrum, and Agile methodologies. Collaborates effectively across cross-functional teams to optimize system processes and enhance operational efficiency. Strong analytical skills in data analysis, requirements gathering, and project management, delivering impactful and reliable solutions. Adaptable team player thriving in dynamic environments.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Business Systems Analyst

WestJet Airlines
05.2023 - Current
  • Identifies, analyzes, and documents business processes and workflows, with a focus on continuous system improvement and process optimization, including automation and digitalization (EDI messaging).
  • Contributes in creating project plans, process flow diagrams, provides comprehensive documentation to support and train business units in utilizing cargo systems and implementing effective processes.
  • Manages multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
  • Key Achievement: Nominee for 2024/25 WestJet Group Award – President’s Award.

Product Executive

Cargo Community Network Pte. Ltd.
05.2019 - 04.2023
  • Contributed to the product’s refinement and incorporation of market-driven features by assisting the business, sales, and IT teams. Developed and maintained the process/solution flow, roadmap, work backlog throughout the project’s life cycle, and sprint plans (through the scrum and agile methods). Created product manuals, support guidelines, and product training provided to the 24-hour Support Team.
  • Acted as a business analyst when needed by converting the user stories into applicable scenarios on the BAT (Business Acceptance Testing) documents which will be used by the QA team, especially during UAT (unit acceptance test) and end-to-end testing with different airlines, freight forwarders, and customs centralized systems.
  • Successfully managed multiple projects in fast-paced environments through individual work and teamwork.
  • Key Achievement: Different applications – Pre-arrival Integrated Customs Dashboard, Booking Concierge, and Quotation Request were successfully developed and delivered achieving 95% of the MVP according to the product roadmap.

Senior Customer Service Officer

Cargo Community Network Pte. Ltd.
02.2012 - 04.2019
  • Effectively addressed/handled customer issues in a timely manner (including after-office-hour support) by obtaining and evaluating all relevant information regarding product and service inquiries.
  • Performed application testing: functional, system integration, user acceptance, and configuration on new and enhanced products. Prioritized, and managed a task and worked continuously by providing procedural documentation and reports.

Sales Supervisor

Chamelon Trading Enterprise (1989) Pte. Ltd.
10.2010 - 01.2012
  • Managed 5 sales staff in 313@Somerset. Drive and monitor sales figures and stock analysis including stock transfer activities (manual inventory management). Handled administrative duties such as weekly roster, sales/financial report and stock acquisition.

Airside Team Leader

Dnata (Emirates Group)
07.2008 - 07.2010
  • Assigned as Resource Allocator, accountable for improving operational efficiency and productivity by utilizing specialized knowledge of the decision support systems (including but not limited to Resource Management System (RMS), Real- Time Control (RTC) Multi-Access Check-in System (MACS), and Data Management Information System (DMIS).

Store Supervisor

Cellucom
09.2004 - 06.2008
  • Responsible for order processing, sales administration, and promotions. Process Sales and/or Service orders from quote, through receipt and validation to delivery. Take care of processing, timely delivery, and invoicing. Receive all inquiries, requests, and complaints (follow-up) related to the customers. Monitoring fast-moving stocks and forecasting requirements to the main warehouse to always ensure availability.

Education

Business Administration - Management

Southern Alberta Institute of Technology (SAIT)
Alberta, Canada
04.2024

Bachelor’s Degree - Industrial Engineering

Holy Angel University
Pampanga, Philippines
04.2004

Skills

  • Microsoft Office
  • Visio/Lucid Chart
  • Product Development
  • Project Management
  • User acceptance testing
  • Functional specifications
  • Business process modeling
  • Root-cause analysis
  • Requirements definition
  • Agile expertise
  • Process documentation

Certification

  • Peer Mentorship Program
  • Enactus SAIT member
  • Phi Theta Kappa member
  • Certified Lean Six Sigma (LSS YB)

Timeline

Business Systems Analyst

WestJet Airlines
05.2023 - Current

Product Executive

Cargo Community Network Pte. Ltd.
05.2019 - 04.2023

Senior Customer Service Officer

Cargo Community Network Pte. Ltd.
02.2012 - 04.2019

Sales Supervisor

Chamelon Trading Enterprise (1989) Pte. Ltd.
10.2010 - 01.2012

Airside Team Leader

Dnata (Emirates Group)
07.2008 - 07.2010

Store Supervisor

Cellucom
09.2004 - 06.2008

Business Administration - Management

Southern Alberta Institute of Technology (SAIT)

Bachelor’s Degree - Industrial Engineering

Holy Angel University

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