Nancy Masih
Brampton,ON
Summary
Detail-oriented business analyst with several years of experience conducting analysis and research to come up with solutions to common business problems. Polished in formulating business improvement strategies and overseeing new technology and system implementation. Commercially-aware professional with in-depth knowledge of computing systems and project management techniques.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IMAC Coordinator
Sobeys Inc.
Mississauga, ON
02.2023 - Current
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Analyzed existing systems and processes to identify areas of improvement.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
Customer Service Representative
International Gifts Ltd
Mississauga, ON
01.2022 - 07.2022
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
Project Coordinator
Apptunix
Chandigarh, India
07.2019 - 07.2021
- Analyzed business processes to identify areas for improvement and efficiency.
- Developed detailed documentation to support business analysis and decision-making.
- Mentored junior analysts in best practices for data analysis and reporting tools.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Identified gaps between current state and desired future state operations.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Evaluated business processes for improvement opportunities through automation or streamlining.
- Presented complex technical concepts in clear manner suitable for non-technical audiences.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Synthesized current business intelligence or trend data to support recommendations for action.
Education
Post Graduate Diploma - Project Management - Information Technology
Lambton College, Toronto
in06.2023
Masters in Engineering - Computer Science And Engineering
Chitkara University
India05-2020
Bachelor of Science - Computer Science
Punjab Technical University
India07.2017
Diploma - Information And Technology Information And Technology
PPC06.2014
Skills
- Business Process Improvement
- Project & Program Management
- Stakeholder Consultation & Facilitation
- Requirements Gathering (BRD, FRD, Use Cases)
- Change Management & Training
- Statistical Analysis & Performance Reporting
- Strategic Planning & Operational Efficiency
- Ontario Building Code / Public Sector Governance
- SOP Development & Documentation
- Workshop Facilitation & Stakeholder Alignment
- UAT, Testing Coordination, & System Implementation
- Executive Briefings & Reporting
Certification
PMP (Pursuing)
Education and Training
other
Personal Information
Timeline
IMAC Coordinator
Sobeys Inc.
02.2023 - Current
Customer Service Representative
International Gifts Ltd
01.2022 - 07.2022
Project Coordinator
Apptunix
07.2019 - 07.2021
Post Graduate Diploma - Project Management - Information Technology
Lambton College, Toronto
Masters in Engineering - Computer Science And Engineering
Chitkara University
Bachelor of Science - Computer Science
Punjab Technical University