David Ilanda
London
Summary
Junior Business Analyst holding a BCS Foundation Certificate, with practical experience supporting operational analysis, stakeholder coordination, and service enhancement in housing repair operations. Proficient in problem-solving and communicating with stakeholders across all levels, with hands-on experience monitoring operational data, managing work backlogs, and supporting routine decision-making. I am skilled in identifying process inefficiencies — from contractor delays to resident queries — and working with teams to implement practical solutions. Driven and enthusiastic about building a career in Business Analysis, with a clear focus on delivering measurable value through analytical thinking and collaboration.
Overview
6
6
years of professional experience
4049
4049
years of post-secondary education
Work history
Repair Officer
Notting Hill Genesis
London
2025.01 - 2026.02
- Analysed and prioritised high-volume repair requests using workflow logic and operational data to improve service efficiency and reduce delays.
- Reviewed and validated contractor quotes and invoices, ensuring cost accuracy and compliance with organisational policies, contributing to more informed and data-backed approval decisions.
- Utilised spreadsheets and tracking tools to monitor backlogs, identify recurring issues, and highlight process bottlenecks, supporting continuous improvement across the repairs function.
- Gathered requirements from residents, contractors, and internal departments to ensure accurate understanding of repair needs and to support effective coordination and service delivery.
- Conducted root-cause analysis on complex repair issues, collaborating with cross-functional teams to implement practical, scalable solutions that improved workflow performance and reduced repeated failures.
Customer Support Analyst
Supreme Recruitment
London
2023.10 - 2024.12
- Analysed customer enquiries and service issues to identify root causes, recurring patterns, and process gaps, feeding insights into wider operational improvements.
- Investigated complex problems by gathering information, validating details, and working with internal teams to implement effective and sustainable resolutions.
- Contributed to continuous improvement initiatives by highlighting inefficiencies, proposing practical solutions, and supporting teams in refining service processes.
- Collaborated with cross‑functional teams to escalate high‑priority issues, ensuring clear communication, shared understanding of requirements, and timely resolution.
- Documented customer interactions, issues, and outcomes in a structured and consistent format to support reporting.
Resident Experience Coordinator
L&Q
London
2024.02 - 2024.12
- Analysed customer feedback and service data to identify recurring issues, producing insights that supported improvements in customer satisfaction and operational efficiency.
- Investigated customer complaints by performing root‑cause analysis, highlighting process gaps, and recommending changes that streamlined service workflows and reduced repeat issues.
- Gathered information directly from residents to understand needs, document issues clearly, and ensure accurate problem definition for faster and more effective resolutions.
- Strengthened communication channels between customers, contractors, and internal teams, reducing miscommunication risks and improving service outcomes.
Dispatch Coordinator
All Service 4U
London
2023.02 - 2024.10
- Effectively allocated tasks and projects to field engineers based on expertise, location, and availability.
- Monitored ongoing projects in real-time ensuring timely completion and stakeholder communication.
- Proactively resolved scheduling conflicts to optimise productivity.
- Maintained accurate records and documentation of work orders and project details.
- Collaborated with field engineers, project managers and other teams for effective project delivery.
- Handled incoming calls, emails, or messages from customers.
HR Admin
Arriva
London
2020.01 - 2020.08
- Managed and maintained HR data and employee records with a high level of accuracy, supporting reporting needs and ensuring compliance with GDPR and organisational policies.
- Processed new starters and route assignments by validating information, identifying discrepancies, and ensuring clean, reliable data entry across HR systems.
- Collaborated with cross‑functional teams to clarify requirements, support HR‑related projects, and ensure alignment between HR processes and organisational objectives.
Education
Foundation Certificate - Business Analysis
BCS
London, United KingdomBachelor of Science - Business Studies with Entrepreneurship
University of West London
London, United KingdomLevel 3 - Business Studies
City of Islington College
London, United KingdomGSCE - Math's, English, Science
Aylward Academy School
London, United KingdomSkills
- Time Management
- Problem Solving
- Jira & Confluence
- Microsoft Office
- Communication Skills
- Analytical Skills
- Knowledge of agile methodology
- Stakeholder management
- Microsoft Visio
Timeline
Repair Officer
Notting Hill Genesis
2025.01 - 2026.02
Resident Experience Coordinator
L&Q
2024.02 - 2024.12
Customer Support Analyst
Supreme Recruitment
2023.10 - 2024.12
Dispatch Coordinator
All Service 4U
2023.02 - 2024.10
HR Admin
Arriva
2020.01 - 2020.08
Level 3 - Business Studies
City of Islington College
GSCE - Math's, English, Science
Aylward Academy School
Foundation Certificate - Business Analysis
BCS
Bachelor of Science - Business Studies with Entrepreneurship
University of West London