Caroline Pereira – Business Analyst

Mobile: +965 55985766 capitacaroline@gmail.com

With a key forte in Operations Excellence combined with Process Re-engineering, Management
Information and Systems(MIS) and Work Force Management (WFM), I bring with me a varied experience
of different businesses and different types of Business Reporting. What I do??? Optimize processes,
reduce costs, and develop cutting-edge business and technology solutions to scale operations. I am a
project management, and business process re-engineering expert and I bridge technical strategy and
business priorities. With Great communication, interpersonal and presentation skills combined with my
ability to multitask and an eye for details I am an excellent Team builder/Team player where having
worked with a lot of Systems and People has honed my skills to recognize trends and anomalies. I have
expertise in rendering end user training for CRM and SQL applications.

PERSONAL INFORMATION:
Visa Article: 22 and transferable
Date of Birth: 24th May 1982
Nationality: Indian
Religion: Catholic

**RECOMMENDED BY: Mr. Fredy Bhesania – HEAD IT Projects/Programs,

Business Processes and Operations for Central Bank of Kuwait

RECENT ACCOMPLISHMENTS:
 Complete Business Requirement document for AX MS Dynamics within 3 months – HR and Payroll - @ The
English Playgroup and School.
 Successfully completed implementation of KECCS for Commercial Bank as the BA allocated to the project - @
Commercial Bank of Kuwait
 Bank wide implementation of Process Mapping and identifying re-engineering opportunities - @ Commercial
Bank of Kuwait
 Implemented the AML Procedure in alignment with Central Bank and Kuwait Rules and Regulations - @
Commercial Bank of Kuwait
 Ensured the ISO certification was not revoked by taking action on the requisite audit points - @ Plexus
information & Computer Systems Company
 Workflow solution design and implementation within HRD which reduced the TAT from 5 Working days to 2
hours - @ Al-Mulla Group
 Designed the Incentive System for the Accounting and Life & Pension processes - @ Capita Group
 Caroline Pereira – Business Analyst
Mobile: +965 55985766 capitacaroline@gmail.com

WORK EXPERIENCE

English Playgroup School

Business Process Analyst April 2017 to Jan 2018

 Manage the day to day and monthly reporting for Management.

 Design the appropriate reports as per Management requirements
 Analyze Reports on Incidence Occurrence and report to COO.
 Analyze and report Student enrollment and cost percentage for Extra Curriculum and After School
Activities.
 “Business process management” (BPM): prioritize, analyze, design, document, improves, re-engineer, and
support the acceptance testing of processes across EPG.
 Perform feasibility analysis, Impact analysis, Project scope and timelines.
 Work with BIU (Business Intelligence Unit) & PMT (Project Management team) to prioritize deliverables.
 Process Modeling, Dashboard designing and Implementing, Creating business requirement specification
and Business requirement documentation and translate it into functional specifications.
 Implementation of Data storage and management system in coordination with IT team
 Day to day System Issue resolution for AX Dynamics and E-forms in co-ordination with IT and Vendor team
 Monitor and document E-forms daily integration with AX Dynamics for Finance
 Manage Customer Complaints and Feedback documented in the E-forms
 Monitor and report the Issues and instances reported in all branches
 Design and document the UAT after change management

Commercial Bank of Kuwait

Business Analyst – for Information Systems & Process Excellence Enabling Department: September 2013 – June 2016

 Worked as Outward Swift Remittance Officer since December 2016

 Design and Implementation of Process Solutions and Reports
 Process & performance analysis, monitoring, reporting – Internal & Regulatory for Banking Operations
division.
 Managing Projects as assigned from inception to completion with complete Project Documentation.
 BI on biz performance levels, Strategic inferences against biz specific projected budgets & local /
RFP and BRD Documentation
 Process Mapping and Procedure Documentation for Projects – Applications under review.
 BPR within Treasury back office, Central Operations, Corporate Banking, Back Office to improve process
efficiency & service levels.
 Caroline Pereira – Business Analyst
Mobile: +965 55985766 capitacaroline@gmail.com

Plexus information & Computer Systems Company

Operations Analyst for the Sales Team. February 2012 – April 2013

 Assistant QMR for ISO.

 Monitor implementation & report impact on all business areas.
 Purchasing & Vendor Management - Prepare Sales & Cash Flow Reporting with Forecast and Closures.
 Review the Operational Flow and suggest changes to be implemented at Management approval
 Amend/Update Procedures for Purchasing/Receiving/IT Sales and Services.

Bader Al Mulla Group

Analyst for HR Team October 2011 – January 2012

 Analysis for HR Operations and Payroll

 Assistant QMR for HRD ISO.
 Workforce Management Review and Reporting for Engineering and Automotive Divisions

Assistant/Analyst to Chief Strategic Officer February 2011 – October 2011

 Executive support to the Planning Director/Chief Strategic Officer

 Collate the group reports (Engineering, Automotive, Financial Services & Trading & Manufacturing) and
prepare trend analysis for Profit, Expense, Revenue and forecast future trends
 Analyze group investments, prepare trend reports and suggest action plans and/or corrective actions
 Review the Business Unit Budget Reports and provide comparative analysis.

Capita (UK insurance co)

Sr. Analyst for Business Planning and MI March 2008 – April 2009

 Prepare Workflow for new processes in line with client recommendation. Conduct pre process Workflow
Analysis to confirm feasibility/practicality of the same.
 Strive for continuous improvement, development, implementation and maintenance of business processes
and work systems with application of LEAN
 Increase the effectiveness and efficiency of Support Services and Business Operations through coordination
and communication and application of LEAN
 FTE Planning and Analysis for 3 processes (General Insurance, Life and Pension, Financial Accounting)
 Planning and implementing periodic updates on Standard KPI and process KPI
 Capacity planning for 3 sites
 Worked as back up for RISK MANAGER
 Drafting and auditing risk policies involves international banking and insurance compliance
 Caroline Pereira – Business Analyst
Mobile: +965 55985766 capitacaroline@gmail.com

JP Morgan Chase (US BANK)

Sr. Business Analyst for Workforce Management and Operations Excellence January 2007 – March 2008

 Taking responsibility for System Issue Escalation and Resolution - GAP implementation for Issue resolution
and Root Cause Analysis
 Preparing Plan of Action to eradicate the negative trends and risks (On site and business level).
 Analysis of the results of the Plan of Action and risk involved with temporary/permanent resolutions
 Forecasting and Call Routing for Vendors
 Drafting Site Risk policies for management review and approval
 Six Sigma Application for Technical and HR Projects
 Examine Process Flowcharts, their implementation and provide feedback and pointers for improvement
with focus on costing and CSat

Business Analyst for Workforce Management January 2006 - January 2007

 Daily Adherence Reports and Monitoring for Captive and Vendor sites
 Monitoring via RTA and AVAYA
 .Scheduling Training for Captive Site in coordination with the trainers and ensuring completion rates and
scores as specified
 Preparing Reports, tracking negative trends and periodic risks
 Sending detailed updates during System Issues and Root Cause Analysis on Resolution

WNS Global Services (BRITISH AIRWAYS)

Customer Service Supervisor and MI Specialist January 2005 - January 2006

Customer Service Supervisor October 2004 - January 2005

INTELENET GLOBAL SERVICES:

Sr. Customer Service Executive – Telemarketing February 2004 - October 2004

ZENTA TECHNOLOGIES:

Account Services Associate – Credit Cards `August 2003 -February 2004

EDUCATION:

St. Xaviers College, Bombay, India : BSc. In Statistics & Computer Applications: May 2003
Statistics Honors Projects included:

 Life Sciences with applied Statistics

 Stock Exchange & Statistics
 Insurance, Reinsurance & Brokerage