I am a pragmatic business analyst who revels in bridging the gap between business units. I have over 10 years experience across a blend of service and analytical positions in a diverse range of sectors that include payments systems, customer service, and information technology companies. Across these roles I have successfully applied my analytical and relationship building skills to help create solutions that are harmonious, functional, and customer focused. I am competent in requirements elicitation and am experienced in drafting business centric documentation such as functional and non-functional requirements, use cases, concept and benefits papers, business process models etc. I have supported or led the successful delivery of numerous software development and cards scheme compliance projects using both Agile (Scrum) and Waterfall development and project methodologies, and have operated as a subject matter expert for data analysis and business reporting, with exposure to a number of business intelligence platforms including Microstrategy and Actuate. Aside from my strong technical skills I am a diligent, forthright, and passionate individual and believe my affability, ability to develop strong relationships and dedication are my strongest assets. If you'd like to know more, I encourage you to contact me.

Business Analyst - Gift Cards @ From July 2014 to Present (1 year 4 months) Sydney Area, AustraliaBusiness Analyst - Product Delivery @ Responsible for the analysis underpinning the viability of the current product / service suite (Cards and BPAY). The primary purpose of the role is to ensure that Product Roadmaps (for new and existing products) are workshopped with all key stakeholders, analysed, documented, socialised and implemented so as to ensure that the key objectives of Business Operations and associated divisions are met. Key Responsibilities: BAT and UAT testing for Business Intelligence system implementation. Gathering and drafting of business requirements documentation and procedural documents Development of product roadmaps and operational frameworks From August 2008 to July 2014 (6 years) NSW, AustraliaBPAY Scheme Analyst @ Responsible for data analysis and reporting across the suite of BPAY's transactional and electronic bill presentment products. The primary purpose of the role was to provide tactical and functional support to the business operations, business development and marketing units, as well as directly to business partners. Principal functions included: Business-side SME for Business Intelligence Systems including Microstrategy and Actuate platforms. Ensure operational readiness for system implementations including requirements gathering and drafting of procedural documents. EOM and ad hoc reporting From August 2008 to July 2012 (4 years) Rhodes, NSWOperations Associate @ Reporting directly to the Business Operations manager, responsibilities included: Data analysis and reporting on Scheme transactional data to internal and external senior stakeholders, including BPAY's Management Committee and Senior Leadership Team. Drafting of procedural documentation Undertaking Proof of Concept (POC) testing and assisting with system implementations Management of document management systems and updating company intellectual property such as Operational Rules and Procedures. From July 2009 to July 2011 (2 years 1 month) Rhodes, NSWOperations Assistant @ From August 2008 to July 2009 (1 year) Sydney Area, AustraliaAdministrative Coordinator @ Responsible for providing administrative support to the Panasonic Customer Care Centre. Key Responsibilities: Management of customer issues with specific focus on resolution of escalated customer grievences. Creation of standardised of on-calls scripts, development of the out of warranty procedure, and management of out of warranty claims. Management of the customer database Drafting of all customer-facing formal correspondence. From June 2004 to August 2008 (4 years 3 months) Team Leader - Direct Marketing, Sydney @ Team Leader - Direct Marketing (Surf Lifesaving Australia Campaign). Key Responsibilities: Sales team development Setting of sales targets and campaign locations Drafting of sales script for direct marketing. From August 2004 to December 2004 (5 months) Accounts Payable Administrator @ Key Responsibilities: Administer accounts payable to IBM customers in 17 countries - including Australia, India, and South East Asia. Vendor Verification From February 2002 to September 2003 (1 year 8 months)

Master of Management, Management, GPA 3.667 @ Monash University From 2012 to 2016 St Ignatius College, Riverview From 1994 to 2000 Charles O'Loan is skilled in: Business Intelligence, Requirements Gathering, Business Analysis, Software Documentation, Data Analysis, Customer Relations, Management, Business Requirements, Leadership, Business Development, Testing, Project Delivery, Documentation, Waterfall, Databases, Vendor Management, Analysis, Business Process..., Business Process, Customer Service, Business Process Design, SDLC, Microsoft Office, Agile Methodologies, User Acceptance Testing