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  "basics": {
    "name": "Daniel Bopape",
    "label": "Technical Business Analyst | Product Analyst | Product Operations",
    "image": "https://freecv.org/i/avatars/4c33525d-67a9-4523-b147-bf43ffb3bac6/avatar.webp?t=1783354460872",
    "summary": "Technical Business Analyst with 6+ years experience designing operational systems, reporting platforms, workflow automation, and analytics solutions. Skilled in translating business requirements into scalable technical solutions using SQL, Power BI, API/CRM integrations, SharePoint, Power Automate, ETL workflows, and Agile methodologies. Proven track record reducing manual reporting effort by 30-50% through automation and standardized data processes.",
    "location": "Cape Town, South Africa",
    "profiles": [
      {
        "network": "LinkedIn",
        "username": "daniel-bopape-7170a840",
        "url": "https://linkedin.com/in/daniel-bopape-7170a840"
      }
    ]
  },
  "work": [
    {
      "company": "Call-lab BPO",
      "position": "Technical Business Analyst / Technical Product Specialist",
      "location": "Cape Town",
      "startDate": "2023-05",
      "current": true,
      "highlights": [
        "Led cross-functional requirements gathering across Operations, QA, Reporting and Workforce teams, delivering reporting and workflow improvements that reduced manual reporting effort by 30 – 50%",
        "Translated business requirements into user stories and scalable reporting solutions, reducing system requirement-to-delivery lead time by 20% and enhancing operational analytics",
        "Designed KPI frameworks, process workflows, reporting schemas and ETL workflows supporting operational analytics, improving data accuracy to 99% and accelerating leadership decision-making cycles",
        "Contributed to API and CRM integration initiatives involving telephony and operational systems, driving a 15% increase in agent data-handling efficiency across integrated campaigns",
        "Built SharePoint-based reporting and workflow automation supporting multiple business functions, saving teams 10–15 hours weekly and minimizing human error in tracking",
        "Collaborated with technical teams through implementation, validation, deployment and post-release improvements, ensuring a 95% on-time feature delivery rate across sprints"
      ]
    },
    {
      "company": "Call-lab BPO",
      "position": "Reporting Analyst / Systems Analyst",
      "location": "Cape Town",
      "startDate": "2022-11",
      "endDate": "2023-05",
      "highlights": [
        "Developed SQL reporting pipelines and Power BI dashboards, enhancing departmental efficiency and decision-making",
        "Gathered stakeholder requirements and translated them into KPI models and automated reporting, streamlining cross-departmental decision-making processes",
        "Performed data validation, reporting audits and documentation of KPI logic",
        "Converted manual Excel reporting into scalable BI solutions"
      ]
    },
    {
      "company": "Call-lab BPO",
      "position": "Contact Centre Manager / Workforce Management Analyst",
      "location": "Cape Town",
      "startDate": "2020-11",
      "endDate": "2022-11",
      "highlights": [
        "Designed workforce planning and scheduling frameworks that improved SLA compliance by 12%",
        "Analysed SLA, productivity and operational performance to identify improvement opportunities",
        "Worked multifunctionally to improve reporting visibility and operational workflows"
      ]
    }
  ],
  "education": [
    {
      "institution": "IBM",
      "degree": "Professional Certificate in Business Analysis"
    },
    {
      "institution": "IBM",
      "degree": "Product Management – An Introduction"
    }
  ],
  "skills": [
    "SQL",
    "Power BI",
    "Power Query",
    "Excel",
    "Power Automate",
    "SharePoint",
    "Jira",
    "ETL",
    "API & CRM Integrations",
    "Data Modelling",
    "Reporting Automation",
    "Operational Analytics",
    "Change Management",
    "Data Governance",
    "User Story Mapping",
    "Data Storytelling",
    "Business Process Improvement",
    "Agile Methodologies",
    "Stakeholder Engagement",
    "User Acceptance Testing",
    "Data Visualization",
    "Risk Analysis"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Native"
    },
    {
      "language": "Xhosa",
      "fluency": "Fluent"
    }
  ],
  "projects": [
    {
      "name": "QA Performance Dashboard",
      "description": "Built a Power BI dashboard analysing 201 QA evaluations, identifying a 21.36% fail rate and key coaching opportunities through KPI design and root-cause analysis."
    },
    {
      "name": "Complaint Management System",
      "description": "Designed an end-to-end complaint workflow using Microsoft Forms, SharePoint and Power Automate with automated PDF generation, centralized tracking and risk-based notifications."
    },
    {
      "name": "Call Center Reporting Reconciliation",
      "description": "Investigated conflicting operational reporting metrics, established source-of-truth reporting principles, documented BA artefacts and designed a repeatable reporting governance framework."
    }
  ],
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    "status": "open",
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      "Reporting Analyst / Systems Analyst",
      "Contact Centre Manager / Workforce Management Analyst",
      "SQL",
      "Power BI",
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      "Data Modelling",
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      "Operational Analytics",
      "Change Management",
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      "Stakeholder Engagement",
      "User Acceptance Testing",
      "Data Visualization",
      "Risk Analysis",
      "English",
      "Xhosa"
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    "yearsOfExperience": 0,
    "seniority": "lead",
    "highestEducation": "Certificate"
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