Yanelisa Khahlela
Business Analyst
Town town
Summary
I focus on driving client growth by aligning IT solutions with evolving business needs. I work closely with key stakeholders to identify opportunities, expand accounts, and build long-term partnerships especially in complex, fast-moving environments like enterprise IT. Passionate about education and growth, I bring a data-informed approach to teams, a knack for identifying potential, and a deep commitment to connecting individuals with transformative opportunities.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Associate Service Delivery Analyst
CDW
06.2024 - Current
- Lead full-cycle client onboarding and service transition across multiple accounts, including discovery workshops, SLA definition, and service readiness planning.
- Coordinate cross-functional project delivery, developing detailed timelines, risk registers, and stakeholder communication plans to ensure alignment across technical, account, and support teams.
- Designed and optimized service workflows using tools like ServiceNow, ensuring processes were scalable, documented, and aligned with client expectations.
- Oversaw knowledge transfer and user access provisioning, conducting support team training sessions to prepare for seamless go-live transitions.
- Executed pilot testing and post-launch support, resolving issues rapidly during stabilization and ensuring service quality metrics were met.
- Drove continuous client engagement, managing escalations proactively and maintaining service continuity to achieve high satisfaction and retention.
- Tracked and reported on delivery performance, using data insights to refine onboarding frameworks and reduce transition-related risks
Junior Business Analyst
ABSA
01.2023 - 05.2024
- Collaborated with stakeholders to gather, analyse, and document business requirements to improve recruitment and on boarding processes.
- Created and maintained project documentation, including workflows, process maps, and functional requirements, ensuring alignment with business objectives.
- Translated business needs into actionable specifications for recruitment and engagement systems.
- Conducted data analysis on outreach and performance metrics, identifying gaps and recommending process improvements to strengthen lead pipelines.
- Acted as a liaison between business units and technical teams, ensuring clear communication and smooth execution throughout the recruitment cycle.
- Supported UAT (User Acceptance Testing) and implementation of new on boarding procedures, providing feedback and ensuring seamless deployment.
- Facilitated stakeholder workshops and requirement-gathering sessions to enhance client and candidate engagement processes.
- Produced and presented performance and engagement reports to inform management decisions
Business Analyst Intern
Old Mutual
01.2022 - 01.2023
- Gathered and documented business and functional requirements by engaging with operations, finance, and IT stakeholders.
- Analyzed large datasets using Excel and Power BI to identify trends, gaps, and opportunities for process improvement.
- Supported the creation of reports and dashboards to monitor KPIs and track performance metrics.
- Participated in workshops and team meetings, translating business needs into actionable recommendations for technical teams.
- Contributed to small process improvement initiatives, helping reduce reporting errors and improve efficiency.
Education
Advanced Diploma - Quality Engineering
Cape Peninsula University
01.2025
Matric - undefined
St John’s College
01.2017
Short Course Business Analytics - Business Analyst
University of Cape Town
Cape Town 04.2001 -
Skills
Business Analysis
Process Improvement
Requirements Gathering
Documentation
Business Process Mapping
Root Cause Analysis
User Acceptance Testing
SLA Monitoring
KPI Monitoring
Continuous Improvement
Power BI
Microsoft Excel
Microsoft Office Suite
Service Now
Salesforce CRM
B2B Sales
Client Lifecycle Tools
HTML
CSS
CRM
Client Relationship Management
CRM Data Management
B2B Customer Engagement
Sales Pipeline Management
Client Onboarding
Retention Strategy
Reporting
Data Visualization
Dashboard Development
Performance Reporting
Data Storytelling
Engagement Metrics
ITIL
Agile
Scrum
Knowledge Transfer
Service Transition
Stakeholder Engagement
Communication
Presentation
Cross-Functional Collaboration
Training
Development
Time Management
Conflict Resolution
Quality Assurance
Certification
Business Analytics, University of Cape Town, 2024-12-31
Timeline
Associate Service Delivery Analyst
CDW
06.2024 - Current
Junior Business Analyst
ABSA
01.2023 - 05.2024
Business Analyst Intern
Old Mutual
01.2022 - 01.2023
Short Course Business Analytics - Business Analyst
University of Cape Town
04.2001 -
Matric - undefined
St John’s College
Advanced Diploma - Quality Engineering
Cape Peninsula University