Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
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Juliet Akpata

Dublin

Summary

Dynamic and results-driven professional with experience as a Volunteer Business Analyst at Tritek Consulting. Skilled in process mapping and stakeholder engagement, I successfully conducted gap analyses and enhanced project delivery. My critical thinking and collaborative approach led to improved workflow efficiency, ensuring alignment with business requirements and user acceptance testing.

Overview

6
6
years of professional experience

Work History

Volunteer Business Analyst ( Project EasyTimeHub)

Tritek Consulting
03.2025 - 07.2025
  • Collaborated with stakeholders to conduct in-depth analysis and mapping of existing “AS-IS” IT operations business processes, facilitating discovery workshops and stakeholder interviews.
  • Gathered and documented business requirements, ensuring clear understanding of current business needs.
  • Conducted gap analysis to compare existing procedures, features, and functionalities against desired outcomes, recommending solutions for improvement.
  • Supported the design of “TO-BE” processes and created process flow diagrams and use case models to visualize requirements.
  • Prepared Business Requirement Documents (BRDs), User Stories, and Acceptance Criteria to support development teams.
  • Supported Agile project delivery through participation in sprint planning and daily stand-ups.
  • Presented analytical insights and recommendations to project leads, contributing to improved workflow efficiency.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.

Customer Service Representative

Air Liquide Healthcare Ireland
10.2024 - 12.2024
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Assisted in troubleshooting equipment issues to enhance customer satisfaction.
  • Maintained updated knowledge of healthcare regulations affecting product offerings.

Receptionist

Irish Rugby Football Union
03.2024 - 09.2024
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Scheduled and confirmed appointments.
  • Provided excellent customer service at all times while interacting with both internal and external customers.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Answered and directed incoming calls using multi-line telephone system.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.

Assistant Front Office Manager

5* Utopia Blu Resorts & Spa Kos
04.2020 - 01.2024
  • Welcomed and greeted guests with great courtesy in a 260 room luxurious hotel
  • Assisted and managed front desk operations
  • Successfully implemented new customer service protocols resulting in 20% increase in guest satisfaction
  • Responsible for the training, development, and performance evaluations for employees under supervision
  • Ensured corrective action is taken to resolve guest complaints
  • Streamlined check-in and check-out procedures, reducing wait times by 15%.

Front Desk Receptionist

4* The Pame Paradiso Hotel Athens
05.2019 - 11.2019
  • Welcomed and greeted guests with great courtesy in a 53 room boutique hotel
  • Addressed guests concerns and special requests in professional and personable manner
  • Communicated with housekeeping and maintenance staff to ensure that great quality service is provided to guests
  • Answered high volume of phone calls, booked appointments, and greeted clients
  • Maintained log books
  • Prepare bills, handle and process checkouts
  • Managed front office reception area by cleaning and organizing desk and visitor lobby
  • Operated office equipment like printers, photocopiers, scanners, arranged for the repair of this set of equipment.

Education

Bachelor of Science - Hospitality And Tourism Management

University of West Attica Athens
Greece
04.2020

Diploma - Journalism

Greek College Athens
Greece
06.2016

Skills

  • Agile
  • Jira
  • Visio
  • Business requirements
  • Process mapping
  • Gap analysis
  • Agile methodology
  • Use case modeling
  • Stakeholder engagement
  • Project delivery
  • Customer relationship management
  • Team collaboration
  • Critical thinking
  • User acceptance testing
  • Reporting and documentation
  • Project management

Additional Information

Tritek Consulting

Emmanuel Amoruwa - Manager

T: +447438389769

E: hr@tritekacademy.co.uk


Languages

English, Greek
First Language

Timeline

Volunteer Business Analyst ( Project EasyTimeHub)

Tritek Consulting
03.2025 - 07.2025

Customer Service Representative

Air Liquide Healthcare Ireland
10.2024 - 12.2024

Receptionist

Irish Rugby Football Union
03.2024 - 09.2024

Assistant Front Office Manager

5* Utopia Blu Resorts & Spa Kos
04.2020 - 01.2024

Front Desk Receptionist

4* The Pame Paradiso Hotel Athens
05.2019 - 11.2019

Bachelor of Science - Hospitality And Tourism Management

University of West Attica Athens

Diploma - Journalism

Greek College Athens

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