Daniel Bopape
Business Systems Analyst and Technical Product Specialist with 3+ years of directly relevant experience translating operational and product needs into structured requirements, user stories, process flows, business logic, KPI definitions and acceptance criteria. Hands-on experience across SQL, Power BI, Power Query, Jira, SharePoint, Power Automate, ETL workflows and API/CRM integrations. Support solutions through requirements clarification, validation, UAT, launch and operational readiness, working between business stakeholders and technical teams. Supported approximately 13 local and international campaign launches and bring earlier operational leadership experience that strengthens process analysis, risk identification and end-user adoption.
- • Elicit and analyse requirements across Operations, QA, Reporting and Workforce Management for reporting systems, workflow automation, analytics and operational change initiatives.
- • Translate stakeholder needs into structured user stories, process flows, KPI definitions, business logic and acceptance criteria used to guide technical delivery and validation.
- • Act as a functional bridge between operational stakeholders and technical teams during API, CRM, telephony and reporting integration initiatives, clarifying requirements, investigating issues and validating expected behaviour.
- • Support approximately 13 campaign launches across local and international client accounts, coordinating system and reporting requirements, validation, UAT and operational readiness.
- • Analyse existing reporting and operational workflows to identify bottlenecks, data-quality issues and opportunities for automation or standardisation.
- • Automate recurring workflows using Power BI, SQL, SharePoint, Power Automate and ETL processes; one major report was reduced from roughly three hours of preparation to one hour or less.
- • Create operational and technical documentation and provide stakeholder training/support during system, workflow and reporting changes.
- • Built reporting pipelines and dashboards using SQL, Power BI, Power Query and Excel, translating business reporting requirements into datasets, KPI models and repeatable outputs.
- • Performed data interrogation, validation and reconciliation across reporting sources, investigating conflicting metrics and documenting assumptions, calculation logic and source-of-truth decisions.
- • Standardised KPI definitions including AHT, QA, CSAT and occupancy to improve consistency across operational reporting.
- • Reworked manual Excel reporting into repeatable BI and data workflows and supported issue investigation across operational systems.
- • Managed approximately 30 employees across four teams and five campaigns, using operational data and workflow analysis to guide staffing, performance and process decisions.
- • Built workforce-planning templates, shift models and forecasting tools and analysed SLA, productivity and call-volume data.
- • Worked across Operations, QA and Reporting to identify process gaps, define improvements and support adoption of new operational processes.
Built a Power BI decision-support dashboard covering 201 QA evaluations across six months. Defined KPI logic, analysed failure drivers and data-quality risks, and translated findings into targeted operational recommendations
Designed and implemented an end-to-end Microsoft Forms, SharePoint and Power Automate workflow supporting approximately 10-20 complaints per month. Defined workflow requirements and risk-classification logic, centralised records and automated PDF documentation and notifications.
Investigated conflicting Total Calls figures across dashboards, agent activity reports and queue exports. Interrogated multiple data sources, documented source-of-truth decisions, assumptions, risks and reporting requirements, and isolated unresolved system logic.