Ismail Alexander

Co-ordinating and facilitating requirement elicitation and definition workshops.

• Retain and develop strong relationships with clients, delivering strategic insight and advice and industry intelligence, to help them achieve their objectives.
• Doing gap analysis and ERD mappings.
• Liaising directly with various stakeholders on projects, both internal and external.
• Defining project scope and deliverables in collaboration with all stakeholders.
• Conducted in-depth research on industry trends, incorporating best practices into solution design and development processes.
• Presented findings from research initiatives at industry conferences, positioning the company as a thought leader in its field.
• Future proofing of the system with API integration.
• Introducing Pay-Shap and Request-to-Pay digitized solutions.
• Introducing Debi-Check collection solutions.
• Innovating solutions with robotics driven work tasks for the business.
• Building a collection and payments ecosystem that enables multiple software solutions.
• Ensuring alignment with project goals with all team members.
• Managing project timelines and risks.
• Co-ordinating program planning for multiple project streams.
• Participating, providing and assisting in the design, UAT and implementation of solutions.
• Hardware and software scoping and planning for client requirements.
• Capacity planning of resources for physical and virtual environments.
• Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
• Led cross-functional teams in the successful completion of high-impact IT projects on time and within budget constraints.
• Collaborate with cross-functional teams for project & service delivery.
• Serve as the primary point of contact for clients in various geographies.
• Engage in new and existing business/client project planning sessions to provide input and align to industry best standards.
• Ensure client systems remain stable and requirements are continuously met by teams.
• Ensure client SLAs, deliverables and projects are met timeously.
• Application Support & Management
• Co-ordinate with teams for software/systems solutions UAT and deliverables.
• Remain proactive and responsive to prospective clients and stakeholders.
• Provide feedback and evidence for audits and advise on solutions for improvement.
• Determine efficient communication procedures for service delivery teams to relay back to clients for impact of systems.
• Establish and maintain relationships with project stakeholders, ensuring their needs and expectations are met.
• Ensure clear and consistent communication with all project stakeholders.
• Manage multiple projects concurrently, ensuring efficient use of resources and time management.
• Identify and assess project risks, developing and implementing risk mitigation strategies.
• Proactively addressing inefficiencies and resolving conflicts that arise during projects and the development cycle.
• Ensure project deliverables meet quality standards and company expectations.
• Managing and maintaining third party vendors.
• Led company-wide system installation, overseeing upgrades to provide minimal interruptions to business continuity.
• Managed external contractors.
• Excellent resource planning and task scheduling skills.
• Adapt to changing project requirements and environments, demonstrating flexibility and resilience.
• Future proofing the line of business systems.
• Use critical thinking skills to address project challenges and ensure successful project outcomes.
• Analytical and problem-solving skills to manage any issues that occur during project completion.
• Ensure auditing and reporting completed timeously.
• Digitization and modernization for the collection and payments system.
• Led training sessions for end-users, ensuring successful adoption of new solutions within the organization.
• Implemented and maintained technology and software budget.
• Streamlined IT processes by implementing efficient systems management strategies, resulting in reduced downtime and increased productivity.
• Implementing Service Desk Plus ticketing system to the company
• Increased core system availability to 98% by developing standards and architectural governance and implementing best practices.
• Consolidated information for 6 business units' billing activities by re-engineering billing and invoicing application with Oracle Designer and interfacing this EDW to Oracle 11i Financials.

• Coordinating and facilitating requirement elicitation and definition workshops.
• Liaising directly with various stakeholders on projects, both internal and external.
• Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
• Conducting gap analysis.
• Assisting with developing business process maps and modelling of proposed business requirements needs.
• Measure and report on requirement activities to ensure that they remain within project scope.
• Managing requirement changes and defects throughout process.
• Participating in backlog grooming sessions to determine new functionality.
• Reduced inefficiencies for increased productivity through thorough analysis of workflows.
• Actively participating in design reviews to ensure compatibility.
• Reviewing and analyzing effectiveness of existing systems and through continuous improvement provide strategies for improvement.
• Preparing cost and benefit analysis proposals.
• Supporting communication of solution by assessing clients report on success thereof against business goals.
• Developed and formatted procedures and processes to fit business standards.
• Assisted with data analytics and data modeling on various projects
• UAT testing of new applications.
• Collating test plans, executing and overseeing execution of test plan.
• Highlighting and logging system defects, enhancements, and increasing system user efficiency, using Jira & ALM.
• Testing of defects & enhancements and putting forward recommendations to improve systems and claims processes to promote effectiveness thereof.
• Implementing new business processes.
• Conducting post implementation reviews and testing to ensure that business needs of client were met.
• Digitization and modernization of claims and policy processes on new web-portal for business and its broker customer market.
• Worked on new enterprise-wide workflow engine, which allows teams to effectively manage their work cycle from cradle to grave.
• Enabling API Integration of multiple systems and portals.
• Innovating solutions with robotics driven work tasks for business.
• Migration from decommissioned systems to new systems.
• Straight Through Processing of Motor Glass claims, which uses external integrated supplier portal.
• Automating Bordeaux payments for supplier invoice payments on core business system.
• Worked on automated Cover Confirmation process used for external broker books of business.
• Successfully implementing digital solution for compensating clients on their approved tire claims while at supplier, using snapscan /QR code send directly to client's smartphone.
• Testing vehicle tracking app for our digital team.
• Overcoming team and business challenges on various projects.
• Designing easy to follow training manuals for various training subjects.
• Collaborating with senior management to build, facilitate and assess continuous claims training modules for existing staff (consultants and assessors) as well as internal partners, to improve overall individual performance to promote better customer servicing.
• Enhanced profitability 35% through careful expense management modifications.

• Processing new claims telephonically and electronically on BPM, TIA, and Omunet systems.
• Resolving daily queries from stakeholders.
• Conducted comprehensive risk assessments to identify potential exposures and recommend appropriate coverage options.
• Making payments to relevant claims stakeholders.
• Improved claims processing efficiency by streamlining workflows and implementing best practices.
• Working on complex claims.
• Conducting training of new employees
• Assisting IT with new desktop installations for employees
• Conducting user acceptance testing.
• Participated in development & adoption of projects for new process management system (Bizagi).

• System processing of all new incoming cancellation requests
• Engaging clients for possible retention of business purposes where applicable
• Processing cancellation requests from insurance brokers
• Raising cancellation fee invoices on billing system
• Preparing individual & corporate customer account reconciliations where appropriate
• Ensuring all telematic tracking units are disabled on system
• Managing daily enquiries from clients
• Conducting cancellation training of new employees
• Assisting IT team with new desktop installations for employees
• Assisting where possible with service & maintenance of centralized server

• Processing new claims from beginning to end via Incident Management System.
• Sourcing and appointing appropriate supplier for claim on system and liaising with clients on progress of their claims.
• Receiving quotations from supplier's evaluation and authorizing these within specified insurance policy mandates.
• Managing and resolving day to day queries from suppliers & clients and finalizing claims for payment.
• Managing outstanding claims workflow and ensuring that all processes are followed to finality.
• Appointing and liaising with panel of assessors that are appointed on unresolved claims, escalating claims for repudiations, and referring claims for insurance policy endorsements.

• Analyzing & allocation of new home loan accounts
• Managing the inbound call service desk
• System processing of homeowner's insurance policies
• General telephonic client enquiry resolution
• Leveraged strong understanding of competitor offerings to highlight the unique value of company products and services, leading to increased customer loyalty.

• Company Overview: Community radio station
• Researched current and upcoming sports events within the community and nationally
• Co-hosted the live weekly sports show
• Operated the broadcast mixing desk for sports show
• Community radio station
• Rehearsed scripts to present a fluid and error-free program.
• Established a strong personal brand as a presenter by consistently delivering engaging, informative, and thought-provoking content to diverse audiences.
• Wrote and scripted show prior to air for approval by management.