Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sheila Ikenye

Oshawa,Canada

Summary

Dynamic Business Process Analyst with over 10 years of operational support experience at GS1 Canada. Proven track record in process improvement and data analysis, enhancing efficiency and customer satisfaction. Exceptional communication and project management skills, proficient in advanced Excel and Power BI. Currently pursuing Six Sigma Green Belt Certification to further drive impactful change.

Overview

18
18
years of professional experience

Work History

Business Process Analyst

GS1 Canada
Toronto, Canada
01.2022 - Current
  • Collaborated with stakeholders at all levels of the organization to rethink, design and transform existing and new business processes incorporating a customer - centric focus in every process
  • Translated processes and information into a structured source of reference material (inclusive of mapping out responsibilities, controls and systems needs) to all areas of the business (contact centre, operations, and finance)
  • Documented current and future processes including process mapping and written documentation
  • Facilitated workshops to pull key ideas/processes from subject Matter Experts (SMEs) Design ‘To-Be’ process and strategy that balances customer experience, efficiency, and effectiveness
  • Educate and create awareness of process improvement strategies and methodologies across the organization
  • Implemented process improvement strategies and planned sustainability activities with stakeholders

Senior Operations Support & Coordinator

GS1 Canada
Toronto, Canada
01.2017 - 01.2022
  • Addressed issues coming into the Operations Support Group mailbox, as assigned by the Supervisor, Operations Support
  • Developed, documented and executed operational processes to support subscriber contract management and status changes, billing, and issue investigation and resolution
  • Generated reports on key data and metrics from different internal systems
  • Evaluated and built process controls, enhancing reporting capabilities and supported the development of SOPs to improve internal systems and processes
  • Interacted with external contacts (Subscribers) ensuring issues and inquiries were resolved in a timely manner
  • Provide internal support to key GS1Canada departments (Operations, Finance, Industry Relations, Industry Engagement
  • Generate, validate and approve Finance Request forms as required

Full Times Sales Professional

Michael Hill Jewellers
Toronto, Canada
01.2014 - 01.2017
  • Maintained sales standards, goals and results in order meet overall sales & operational objectives
  • Managed the store CRM system daily in order to optimize internal and external communication and customer loyalty
  • Contributed to the success of the store through professional, friendly and knowledgeable customer service
  • Performed merchandising, advertising, promotional, security and stock control duties in line with operational systems
  • Back-office Reconciliation of end-of-day transactions with cash, debit, credit and financing revenue collected to balance and manage store accounts
  • Maintained confidential records and files

Account & Media Executive

Emirates Neon Group Worldwide Ltd
Nairobi
01.2010 - 01.2011
  • Marketed outdoor media to direct clients and agencies to maintain a diverse portfolio
  • Analyzed and provided advice to key clients on appropriate outdoor media to use in order to achieve their marketing campaign objectives
  • Resolved customer complaints by investigating problems and making recommendations to management

Sales Analyst & Marketing Coordinator

XRX Technologies Ltd
Nairobi
01.2009 - 01.2010
  • Company Overview: exclusive distributor of Xerox in East Africa
  • Analysed the system reports of each member of the sales team for daily activity and progress on leads and closed business
  • Scheduled board meetings reviewed and edited reports to the board
  • Assisted the Managing Director in Managing the Marketing department including annual strategies, planning and budgeting
  • Executed marketing campaigns in line with strengthening the company brand internally and externally
  • Exclusive distributor of Xerox in East Africa

Business Consultant-Insurance Agent & Account Manager

Resolution Health East Africa Ltd
Nairobi
01.2008 - 01.2009
  • Sourced and monitored a pipeline portfolio to sustain revenue targets through budgetary planning and forecasting.
  • Won new clients through effective presentations and briefs.
  • Maintained portfolio and new business as an independent agent until July 2013.

Sales Administrator

AITEC Africa
Nairobi
01.2007 - 12.2007
  • Directed calls, responded to inquiries, greeted, and assisted visitors.
  • Synchronized various appointment calendars, conference calls, and meetings.
  • Managed the office, and coordinated maintenance and repairs to office equipment.
  • Identified fundamentals for supporting the staff in various departments.
  • Recognized for excellent customer service, and promoted to sales executive.
  • Greeted and assisted customers to foster positive experiences.

Education

Business Process Management -

University Of Toronto

Lean Six Sigma Green Belt Certificate -

Six Sigma Global Institute

Higher Diploma - Marketing

Charted Institute of marketing
Nairobi, UK

Professional Certificates - Financial accounting

the Association of Chartered Certified Accountants
Nairobi, UK

Skills

  • 4 years progressive work experience with a focus on process improvement, written documentation, change management and knowledge base management
  • Over 10 years’ experience in Operational support, data analysis, project management, team management & reporting
  • Excellent communication, presentation, collaborative & relationship building skills
  • Able to manage multiple process improvement projects that vary in size and scope
  • Proficiency with MS Office suite 365, advanced Excel and Visio, CRM Dynamics 365, & Power BI Currently pursuing a Six Sigma Green Belt Certification

References

Available upon request

Timeline

Business Process Analyst

GS1 Canada
01.2022 - Current

Senior Operations Support & Coordinator

GS1 Canada
01.2017 - 01.2022

Full Times Sales Professional

Michael Hill Jewellers
01.2014 - 01.2017

Account & Media Executive

Emirates Neon Group Worldwide Ltd
01.2010 - 01.2011

Sales Analyst & Marketing Coordinator

XRX Technologies Ltd
01.2009 - 01.2010

Business Consultant-Insurance Agent & Account Manager

Resolution Health East Africa Ltd
01.2008 - 01.2009

Sales Administrator

AITEC Africa
01.2007 - 12.2007

Business Process Management -

University Of Toronto

Lean Six Sigma Green Belt Certificate -

Six Sigma Global Institute

Higher Diploma - Marketing

Charted Institute of marketing

Professional Certificates - Financial accounting

the Association of Chartered Certified Accountants

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Sheila Ikenye