Helen Nakefen

Responsible for communication between business stakeholders and technical teams to clarify processes and optimize workflows.

• Built strong relationships and facilitating communication between business associates and technical teams using Swimlane.
• Collaborated with IT team to design efficient software solutions by using AS-IS/TO-BE processes to significantly improve workflow for customers.
• Improved client relationships by addressing and managing their needs effectively through Balsamiq Cloud, and assisted in gathering and documenting requirements and user stories.
• Created tailored solutions using User Stories to understand and translate client's requirements into functional specifications to enhance productivity.
• Documented workflow charts, records and job descriptions to guide overall organisational improvements.
• Identified departures from company agreed policies and procedures vis-à-vis government legislation using Gap analysis to close the gap.

Key achievement

• Successfully improved customer workflow efficiency and compliance by redesigning business processes using AS-IS/TO-BE analysis and gap analysis by 40%.
• Strengthened 30% stakeholder collaboration and delivered tailored, high-quality solutions aligned with client needs through Balsamiq Cloud.

Responsible for managing data and support decision-making, and collaborate with stakeholders.

• Engaged with customers to understand their needs and circumstances, providing tailored advice on council tax support and recovery options by using CIVICA.
• Maintained and updated customer records, optimized payment arrangements according to customer's financial situation.
• Liaised with external stakeholders including enforcement agents and the Valuation Office Agency to resolve queries related to property banding and debt recovery..
• Performed detailed customer revenue analyses, helping shape targeted sales strategies, and analysed revenue data to identify trends, and opportunities for growth using Balsamiq Cloud.
• Evaluated current revenue processes and identify inefficiencies, risks, and implement process improvements through process mapping to enhance accuracy.

Key Achievement:

• Collaborated with cross-functional stakeholders to resolve complex issues, improving process efficiency and reducing case turnaround times by up to 25%.
• translated business needs into analytical solutions and reporting outputs using Balsamiq Cloud and To Be TOM with 30% success rate.

Responsible for gathering and documenting requirements, optimising workflows and coordinating UAT across teams, and deliver dashboards and reports to stakeholders.

• Streamlined business needs into functional specifications, user requirements and acceptance criteria supported by wireframes, process flows, and user journey maps to enable intuitive system design.
• Gathered and maintained customer's data using process mapping to ensure high data integrity, and improve productivity and increase sales.
• Simplified complex data into understandable presentations using Swimlane to facilitate communication amongst teams and improve performance.
• Conducted studies focused on analysing business strategies with real time visibility into KPIs and process improvements.
• Engaged in contract negotiations with stakeholders like car dealers, motor parts dealers and roadside recovery companies regarding vehicle purchase by performing AS- IS/TO-BE process mapping,

Key achievement

• Reduce manual reporting by 25% using Power BI dashboards and Excel reporting to enable faster decision making for stakeholders.
• Delivered process improvements contributing to 20% reduction in operational turnaround time across order and workflow management.