Business Analyst

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JUSTINE MEURICE

Bilingual Business Analyst, Prosci certified MONTREAL, CANADA +1-438-***-****

DÉTAILS

Rue Sherbrooke Est, 2240, bte 8

Montréal, H2K 1E1, CANADA

+1-438-***-****

*******.*******@*******.**

PROFILE AND OBJECTIVES

I am a fast learner and

autonomous with an

analytical mindset, while

being interested in human

resources. It is important for

me to deliver value and to

develop myself. I am thus

looking for a job that will help

me acquire a deeper

expertise or develop my

skillset and that is in my zone

of interest.

I am currently in Canada with

a Work-Travel Permit.

SKILLS

Office 365

Microsoft Power BI

Agile

Facilitation

IBM SPSS Statistics

Design Thinking

SQL

LANGUAGES

French

English

Dutch

PROFESSIONAL EXPERIENCES

Young Potential at Proximus (Telecommunication), Brussels September 2017 – September 2019

Third assignment – Business Analyst – Customer Operations (Customer Service Center)

• In collaboration with the business, strategic definition of the desirable customer experience in the context of a new digital and upgraded services for Small Enterprises customers;

• Assessment of the impact of the new customer experience on the operational teams;

• Capture of the business’ needs and definition of requirements for the IT teams. Requirements needed to develop a new customers’ case management tool, which must be used by all call centers employees ( 1000);

• Transversal project realized following the Agile methodologies;

• Realization of the business case to assess the viability of the new service;

• Design and implementation of the new operation model for 70 call center agents (including concepts from the Agile methodologies), keeping a better customer experience as lighthouse;

• Forecasting of the required capacity that influences workforce planning, having a variable the estimated number of customers, the opening hours and the handling time of customers’ cases objectives;

• Alignment with the impacted teams (like the team responsible for evaluation the customer experience and satisfaction or responsible for the Medium Enterprises or Corporate segments;

• Implementation of a test pilot to check that all assumptions taken are correct before the commercial launch of the service;

• Definition of reporting, routing and staffing requirements;

• Organization of co-creation workshops with representative of operational teams to make validate the relevance of recommendations.

• In parallel, organization of the second edition of the "Customer Experience Challenge", an intra-preneurship innovation game promoting the Design Thinking methodologies within Proximus with an achieved objective of 200 participants. o Coordination of the organizing team;

o Meeting with the management and finding sponsors for the 2019 edition

(presentation of the project to the Executive Committee); o Practical organization of the registrations, the selection phase and of a three-days bootcamp for 50 participants.

Second assignment – Change Manager certified in Change Management ADKAR by Prosci– Human Resources (Culture, Change and Transformation)

• Management of the "Digital Workplace" by leading the community of digital ambassadors

(250 people) and by having set up a program of mentorship for 80 members of the Top Management;

• Digital coaching for any employee willing to follow coaching session about new working technologies;

2/2

• Organization of change management promotion events within the company for diverse types of audiences (from 10 to 200 people);

• Development of a training track (including assessment part) for team leaders;

• Training in change management for team leaders during one-day training sessions;

• Support to change managers (30 people) via community management (communication, toolbox support) via digital channels (i.e. collaborative intranet). First assignment – Data visualization and strategy manager – Carrier and Wholesale Solutions (Sales)

• Capture of business needs to be able to implement a new reporting tool;

• Definition of requirements IT and collaboration with IT teams;

• Intensive use of Microsoft Power BI;

• Collaboration with Account Managers to define new sales strategies and identify new sales opportunities;

• Set up of Opportunity Review Boards, a pricing template, a sales funnel. Talent Sourcing Assistant at Proximus, Brussels

January 2017 – March 2017

• Researches on recruitment trends, analysis and choice of recruitment channels, making contacts with schools, setting up and following sourcing actions;

• Analysis of assessment tools, involvement in selection interviews, participations to Job Days & Campus recruitment days;

• Responsible for the administration of the « Transition Internship » project. Autres

Winner of the Marketing AB InBev Challenge (Business Game in 2016) and participation to other Business Games (i.e. Boston Consulting Group Business Game). Member of a student club, responsible for the organization of events (2015). Volunteer animator for kids: organization of activities and games, but also educational activities to learn Dutch speaking children French. Various student jobs (2010-2017): job in a bakery and an ice cream shop (stock management, handling of money, responsible for the opening and/or closing of the shop, direct contact with customers).

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EDUCATION

Louvain School of Management (LSM), Louvain-la-Neuve September 2015 – June 2017

Master in Business Engineering, Magna Cum Laude.

Erasmus Exchange at Reykjavik University, Iceland (fall 2016). References on demand.

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