Senior Technical Business Analyst Consultant at Victoria Mutual Group of Companies

Led migration of mortgage and motor vehicle data and automation from outgoing CRM Tally Dashboard to Microsoft Dynamics; conducted technical triage and root cause analysis for contact center systems, managing escalations with IT, vendors, and business leadership. Designed and implemented automated solutions to streamline mortgage, loan, and onboarding workflows, reducing process times by over 40%. Created knowledge bases, training materials, and SOPs to improve team readiness and reduce repeat incidents. Delivered dashboards to monitor SLA breaches, KYC/EDD compliance, and customer service metrics. Managed vendor onboarding/decommissioning, ensuring seamless integration with core systems. Select achievements include launching Mortgage Loan pre-Approval and Application Automation reducing manual intervention by 46%, building Contact Center and Operational SLA dashboards improving reporting speed and visibility by 85%, and enhancing chatbot/IVR performance to reduce transfers and boost N