Donovan 💻 Grant

University of the Arts London

Imparting my knowledge in business analysis, I dispense job focused training and coaching, enabling student progression, advancing experience and ensuring wellbeing. As a business coach, I manage numerous training programmes, providing instruction and coordinating activities. Handling stakeholder communications, I partner with senior management to formulate bespoke plans. Orchestrating and facilitating groups and one to one workshops, analysing training results and testing knowledge to confirm understanding.

Here are some of the highlights of my achievements:

• Coordinating efforts with Business Analyst Managers, facilitating workshops; improving capabilities throughout business analysis teams.
• Identifying skills gaps presenting training and career coaching; enhancing careers of junior and senior staff.
• Forming strong and mutually beneficial relationships with internal and external stakeholders, collaborating with business
teams to share ideas and best practice; troubleshooting and resolving issues.
• Delivering Business Analysis on the university’s digital business transformation programme; confirming value and usability are delivered across change management plans.

Lead Business Analyst & Coach

Metadata Training

One-on-One Mentoring: Providing regular, personalised one-on-one coaching sessions to apprentices, ensuring the seamless integration of training course knowledge into practical workplace applications.

Bridging Theory and Practice: Playing a pivotal role in bridging the gap between theoretical learning and real-world workplace practices, ensuring that apprentices can effectively apply their skills.

Tailored Learning: Customising the learning process to align with the specific needs of both the employer and apprentices, ensuring that the training directly addresses the challenges faced in the workplace.

Alignment with Real-World Problems: Ensuring that apprentice learning aligns with the real problems they encounter in their day-to-day work, fostering practical problem-solving abilities.

Guiding the Learning Journey: Guiding mentees throughout their learning journey, helping them develop technical proficiency, and fostering their confidence.

Practical Skill Development: Enabling the transformation of theoretical knowledge into practical, hands-on skills, empowering apprentices to excel in their roles.

Coaching Through Challenges: Providing support and coaching to apprentices during setbacks and challenges, helping them navigate and overcome obstacles in their professional development.

Business Analyst Mentor

Heroic Public Benefit Corporation

Heroic is a dynamic platform that unites ancient wisdom, modern science, and world-class, scientifically validated tools to drive personal growth. 

In my role as a Heroic Performance Coach, I offer customised one-on-one coaching to help you unlock your fullest heroic potential and spark transformative change—one individual at a time. 

If you’re inspired, explore more at heroic.us or drop me a DM.

Heroic Performance Coach

London Metropolitan University

As a senior business analyst and coach, I executed business analysis, delivering group workshops and developing process improvements. A major part of my role, was to plan projects, share progress and evaluate results.

Here are some of the highlights of my achievements:

• Spearheaded Lecture Recording Project as part of virtual learning programme; delivered change, achieved results on time and within budget.
• Conceptualised and integrated continuous improvement initiatives, including focused project meetings; provided focused feedback and progress updates to ensure future business transformation.

Senior Business Analyst & Coach

HSBC Commercial Banking

Working with HSBC, I led requirements gathering workshops and obtained feedback from stakeholders to create business requirements documents and support the delivery of strategic initiatives and key projects.

Here are some of the highlights of my achievements:

• Motivated and coached team members; increased knowledge and confidence in use of systems, business analysis, project management and change management.
• Integrated continuous improvement initiatives; triggered improvements in reporting and strategic planning.

Visa Europe

In my role with Visa Europe, I assessed business conditions, considered project feasibility, identified areas for improvement and outlines solutions to deliver digital transformation. Partnering with internal and US stakeholders, I delivered global projects and met standards.

Here are some of the highlights of my achievements:

• Managed digital change projects; designed and instituted more transparent and secure payment options for members and customers.
• Played a pivotal role as an agile team member across three countries, mapped and documented business processes; originated improvement initiatives to achieve project deliverables.
• Contributed significantly to the launch of the new Visa Apprentice programme; delivered training and career coaching, marked assignments, tested knowledge and offered mentoring to develop a diverse range of IT professionals.

A decision maker and motivational communicator, a coordinator of key performance goals, I have coached individuals and teams to achieve digital change objectives. 

Engaging in key training activities, I am passionate about providing group and individual coaching to prepare business professionals for future business transformation. I also greatly relish new and refreshing challenges, which give me great satisfaction when I resolve issues.

A career performance coach, I deliver bootcamps providing exclusive coaching for technology professionals, enabling them to become more influential and impactful.

Presenting internal and private coaching for technology leaders and managers, I offer strategic support to enable organisational change. I am regularly called upon to deliver high performance coaching and training in value driven business analysis.

I guide business analysts and Technology professionals to move their mindset and businesses from their current position to where they want to be in the future.

As a business transformational coach and business analyst, I excel while leading challenging digital development projects and change initiatives to advance learning and improve business processes. I am a high achiever and impacting leader, with a talent for refining and advancing knowledge in business analysis, project delivery and change management within major organisations, creating and developing people and strategy to improve engagement.

As an imaginative and analytical individual, I can easily visualise the wider business, allowing me to steer change and strategic advancement to achieve results.

~~~

𝘗𝘴. 𝘐𝘧 𝘐 𝘴𝘦𝘯𝘵 𝘺𝘰𝘶 𝘢 𝘳𝘦𝘲𝘶𝘦𝘴𝘵 𝘸𝘪𝘵𝘩𝘰𝘶𝘵 𝘢 𝘯𝘰𝘵𝘦, 𝘪𝘵 𝘸𝘢𝘴𝘯’𝘵 𝘢𝘶𝘵𝘰𝘮𝘢𝘵𝘦𝘥. 𝘚𝘰𝘮𝘦𝘵𝘩𝘪𝘯𝘨 𝘢𝘣𝘰𝘶𝘵 𝘺𝘰𝘶 𝘮𝘢𝘥𝘦 𝘮𝘦 𝘤𝘭𝘪𝘤𝘬 𝘵𝘰 𝘤𝘰𝘯𝘯𝘦𝘤𝘵. 𝘐 𝘩𝘰𝘱𝘦 𝘺𝘰𝘶’𝘭𝘭 𝘢𝘤𝘤𝘦𝘱𝘵! :)

BIG IMMERSIVE

Customer Operations Lead

• Lead a team of technical support specialists in providing exceptional customer support and resolving technical issues.
• Streamline support processes and optimize workflows to enhance efficiency and customer satisfaction.
• Utilize data analysis tools and techniques to identify patterns, trends, and insights for continuous improvement.
• Collaborate with cross-functional teams to address complex customer issues and provide solutions.
• Develop and implement training programs to enhance the technical skills of the support team.
• Monitor key performance indicators (KPIs) to measure the effectiveness of support operations and drive improvements.
• Foster strong relationships with customers and ensure their success through proactive communication and problem-solving.

Customer Success Specialist

i2c Inc.

Mailmunch

• Providing support support through the use of Intercom Live Chat.
• Incorporating push messages to reduce churn.
• Getting positive reviews for Mailmunch app on different marketplaces.
• Reporting Bugs and issues to the Dev team.

Live Chat WorldWide

• Handling the call support.
• Keeping call volume under control.
• Reporting any issue that we had no solution for.
• Providing feedback to the senior management about the issues being faced in the escalations.
• Maintained 100% of attendance throughout my tenure.
• Maintained 100% of my quality throughout my tenure.
• Met all the KPIs.

Senior Customer Success Specialist/Sales Specialist

Mindbridge Private Limited

• Managed the team.

• Handling all the escalations.
• Making sure to report the escalated for which we had no policies.
• Making sure to report all the issues that we had no documentation about.
• Keeping the emails queue under control.
• Maintained 100% of attendance throughout my tenure.
• Maintained 100% of my quality throughout my tenure.
• Met all the KPIs.

Team Coordinator

• Worked as a Senior Support agent.
• Handling all the escalations.
• Making sure to report the escalated for which we had no policies.
• Making sure to report all the issues that we had no documentation about.
• Keeping the emails queue under control.
• Maintained 100% of attendance throughout my tenure.
• Maintained 100% of my quality throughout my tenure.
• Met all the KPIs.

Senior Customer Service Representative

33K+ | Technical Support Manager | Customer Success Expert | Process Improvement | Metaverse | Web3

I am a results-driven Customer Success Manager with over 7 years of experience in the customer success industry. My passion lies in helping customers achieve their goals by providing exceptional support and driving their success. With a strong skill set that includes analytical skills, interpersonal skills, customer service operations, and team management, I am well-equipped to lead and inspire a support team.

Currently, I hold the position of Senior Technical Support Specialist at Big Immersive, where I have been instrumental in training employees to adapt to customers' evolving needs. I am also responsible for recruiting, interviewing, and onboarding new customer service representatives. By reporting successes in customer service to upper management and implementing customer feedback into training programs, I consistently strive to improve the quality of support provided. Additionally, I have a keen eye for key performance indicators (KPIs) and utilize data analysis to measure progress toward customer service goals.

In my role, I leverage Intercom to provide timely and effective support, ensuring customer satisfaction. I have a track record of successfully resolving bugs and production-related issues, promptly updating users on the status of their resolutions. Moreover, I have experience managing online communities, such as Discord, and effectively handling payment-related tasks, transactions, campaign-related stats/sheets, and special auctions. I am proficient in initiating the funds withdrawal process for users, ensuring a seamless customer experience.

Prior to my current position, I worked as a Customer Success Specialist at i2c Inc. and Mailmunch, where I utilized Intercom Live Chat to deliver exceptional support, incorporated push messages to reduce churn, and collaborated with the development team to address bugs and issues.

During my tenure as a Senior Customer Success Specialist/Sales Specialist at Live Chat Worldwide, I efficiently managed call support operations, controlled call volume, and provided valuable feedback to senior management regarding escalations. I consistently met all key performance indicators (KPIs), ensuring high levels of customer satisfaction.

Additionally, I have experience as a Team Coordinator at Mindbridge Private Limited, where I successfully managed a team and coordinated workflow to achieve organizational goals.

I am passionate about networking with professionals in the customer success industry and always eager to explore new opportunities.

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The Battle

Donovan 💻 Grant

Qasim Ali Tariq 🌟

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