Keletso Lwate
Johannesburg
Summary
Business professional with analytical skills and proven track record in driving impactful decisions. Strong focus on team collaboration, adaptable to changing needs, and consistently delivers results. Expertise in conversational design, NLU, LMM, data analysis, process improvement, and stakeholder engagement, coupled with keen ability to translate complex data into actionable insights. Reliable and goal-oriented with commitment to excellence in every project.
Overview
12
12
years of professional experience
Work History
ConverSATIONAL AI LEAD & Snr BUSINESS ANALYST
Ison Xperiences
12.2024 - Current
- Drive the overall vision and roadmap for conversational AI technologies
- Enhance natural language processing (NLP) capabilities
- Ensure scalability and performance of AI-driven communication solutions
- Translate complex business requirements into technical specifications
- Design intelligent chatbot interactions and user experience flows
- Create comprehensive technical documentation and implementation strategies
- Collaborate with business owners, developers, and external partners
- Align AI solutions with broader business objectives
- Establish key performance indicators (KPIs) for conversational AI initiatives
- Continuously monitor and improve AI solution effectiveness
- Identify and implement process improvements
- Create work effort estimations and invoicing
- Oversee multiple projects concurrently in various functions
Senior Business Analyst | Conversational AI
Ison Xperiences
12.2023 - 11.2024
- Leading a team of business analysts to deliver effective conversational AI solutions by gathering, analyzing, and documenting business requirements
- Collaborating with business owners, developers, and testers to translate business requirements into technology solutions
- Conducting end-to-end business analysis and leading the development and continuous improvement of AI projects
- Responsible for compiling comprehensive business requirement specification documents, user stories, and process maps
- Testing and quality assurance, ensuring functional alignment with business goals
Lead Business Analyst
Quantanite
03.2023 - 12.2023
- Led teams in the successful execution of Agile projects within the financial services sector
- Facilitated workshops and communication between stakeholders, ensuring clear understanding of business needs
- Managed product backlogs and participated in sprint planning and review meetings to deliver high-quality solutions
- Mentored junior analysts and developed processes to improve overall team efficiency
QA Compliance and Testing Manager
Quantanite
10.2021 - 03.2023
- Developed QA standards and performed risk-based audits to ensure system compliance within asset management and stock broking sectors
- Led testing efforts, including user acceptance testing, to ensure functionality across different financial products
- Mapped process flows and provided key insights for improving system efficiencies
Quality Assurance Manager
Startek
09.2019 - 09.2021
- Executed automated business practice systems to ensure consistent quality
- Led process improvement projects to enhance organizational performance
- Partnered with mid to senior stakeholders and clients for quality outcomes
- Identified improvement opportunities, enhancing user satisfaction and efficiency, projects in CI program, driving ongoing enhancements
Intermediate Business Analyst
Spesnet Group
08.2018 - 08.2019
- Conducted in-depth analysis and translated business requirements into actionable development tasks for financial and medical service applications
- Delivered financial and asset management solutions, focusing on credit risk assessment and process automation
- Collaborate with medical professionals and technical teams, bridging communication gaps
- Ensure technical solutions address medical professionals' needs effectively
Quality Assistant Manager
Startek
02.2017 - 08.2018
- Optimized quality control processes and fostered open communication for quality awareness
- Led customer experience initiatives and provided insightful reporting and analysis
- Co-facilitated CRM tools empowered optimized customer interactions
Business Intelligence Engagement Manager
Webhelp
06.2016 - 02.2017
- Delivered strategic BI solutions to address operational concerns
- Identified and harnessed opportunities for improved BI services, ensuring top-notch data inputs
- Fueled BI team's growth with diverse reports, like disposition and coaching dashboards
Junior Business Analyst
Inter-Active Technologies
06.2013 - 05.2016
- Conducted requirements elicitation and created bespoke tools for business optimization
- Facilitated JAD sessions and performed user acceptance testing
- Identifying improvement avenues through Business Health Checks on internal and external clients
Education
Bachelor of Science - Computer Science
University of The People
Remote Learning02-2027
Certificate - Generative AI Fundamentals
Udacity
Remote Learning01-2024
Certificate - ISO IMS
QHSE
Remote Learning01-2022
Agile Leadership - Management
Coursera
Remote Learning01-2021
Certificate - Scrum Master
Udemy
Remote Learning01-2020
Certificate - Project Management Foundations
LinkedIn Learning
Remote Learning01-2015
Greenbelt Six Sigma - Continuous Improvement
2KO International
Pretoria, South Africa01-2014
Certificate - Business Analysis Foundations Fundamentals
LinkedIn Learning
Remote Learning01-2014
Certificate - High School Education
Silveroaks Secondary School
Johannesburg01-2006
Skills
- Data analysis
- Requirements gathering
- Team collaboration
- Microsoft Office Suite
- Project management
- Microsoft Excel mastery
- User acceptance testing
- Business process improvement
- Workflow Analysis
- Strategic planning
- KPI tracking
- Quality assurance
- Business process mapping
- Gap analysis
- Risk assessment
- Stakeholder management
- Software development life cycle
- Test case scenarios
- Operations analysis
- Business process modeling
- Staff management
- Operational reporting
- Consulting
- Technical writing
- Internal auditing
- Multitasking and organization
- Verbal and written communication
- Functional specifications
- Stakeholder engagement
- Analytical thinking
- Agile methodologies
- Project presentation
- Business analysis
- Requirements analysis
- Documentation
- Business requirements
- Process improvement
- Project finance
Reading, Board Games, Physical Activity
I enjoy reading novels, self improvement books, and biographies.
The board games I enjoy are chess, and scrabble.
For physical activities, I enjoy running and calisthetics.
Languages
English
Advanced (C1)
Spanish
Beginner (A1)
Zulu
Bilingual or Proficient (C2)
Afrikaans
Intermediate (B1)
Tswana
Advanced (C1)
Timeline
ConverSATIONAL AI LEAD & Snr BUSINESS ANALYST
Ison Xperiences
12.2024 - Current
Senior Business Analyst | Conversational AI
Ison Xperiences
12.2023 - 11.2024
Lead Business Analyst
Quantanite
03.2023 - 12.2023
QA Compliance and Testing Manager
Quantanite
10.2021 - 03.2023
Quality Assurance Manager
Startek
09.2019 - 09.2021
Intermediate Business Analyst
Spesnet Group
08.2018 - 08.2019
Quality Assistant Manager
Startek
02.2017 - 08.2018
Business Intelligence Engagement Manager
Webhelp
06.2016 - 02.2017
Junior Business Analyst
Inter-Active Technologies
06.2013 - 05.2016
Bachelor of Science - Computer Science
University of The People
Certificate - Generative AI Fundamentals
Udacity
Certificate - ISO IMS
QHSE
Agile Leadership - Management
Coursera
Certificate - Scrum Master
Udemy
Certificate - Project Management Foundations
LinkedIn Learning
Greenbelt Six Sigma - Continuous Improvement
2KO International
Certificate - Business Analysis Foundations Fundamentals
LinkedIn Learning
Certificate - High School Education
Silveroaks Secondary School
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