Luz Pardo

Projects Lloyds Banking Group, London, Enterprise Case Management As a Business Architect, defined the BRD (Application Profile), the project sizing, detailing specifications (DCO), solution design on process optimisation and change management. Performed the SIT for the automation of bereavements processes, leading to a significant increase in productivity and efficiency enabling decision making in real time. Provided functional business assistance to the offshore developers’ team in India. Assisted in key delivery of Individual Savings Accounts transfers automation, by leading the Lloyds BAs team with the definition of user stories, designing and optimising processes to build a straight-through solution integrating the transfer of ISA messages with the BACS scheme system. The solution, delivered, reduced cash payment transfer times, facilitated inter-banking transactions and improved customer satisfaction by reducing complaints • Telecom Italy, Rome, Customer Service As a Business Architect, led the customer BA team and Pega partners through the use of Pega methodology and tools as part of the BRD definition (Application Profile), highlighting the necessity to launch the customer automation process followed by the Catalogue management. • Newedge, Société Générale Group, London, Customer Service As a Business Architect, gathered Customer Service requirements work using DCO, built the Application Profile and produced the sizing document to measure the implementation costs during the project initiation. The project was initiated at a later stage.

Projects: Bouygues Telecom – Contact Center: Gathered business requirements from operations and design solutions to create new or enhanced existing IVR services across business lines. Identified the impacts on technical and functional architectures to determined services that would be automatically handled by the IVR systems (free) or rooted to Skilled-agents (payable). Gathered the impact of SEPA Direct Debit (SDD) regulations on pre-payment methods used by the IVR630 system. Société Générale - Retail Banking: Defined business requirements and specifications to upgrade a custom-built commercial core package into a new maintainable release using the Oracle E business suite. Participated in the UAT and provided the new version onto a common language to be implemented in off shores subsidiaries. Delivered an out of the box upgraded core system in time and budget, based on global requirements, written in a common language that reduced cost of maintenance and implementation. BNP Paribas – Retail Banking - Solution Market: Assisted senior management at the headquarters in defining and formalising Key Performance Indicators to monitor track and reduce card payment fraud. In addition, a “Control Plan” was formalized to install global best practises on the card payment activity. Credit Agricole – Cedicam - Assisted the manager of the payment division in analysing and formalizing the migration of “ETEBAC - X25”: The communication network that enabled payment transactions exchanges between the bank and organizations. France Telecom would no longer commercialize or maintain the offer from September 2011. Total France (DCM) Customer Service - As a PM, defined business specifications to automate and manage legal documents at petrol stations across France. Contributed to the selection of service provider and the implementation of the most appropriate software solution

As European Business Analyst, assisted Project Managers to define European requirements, tested and roll out the Oracle CRM global package centralized in USA and deployed in European countries. The Global CRM package comprised Marketing and Telesales management, targeted and collected prospect for web campaigns and managed sales through the phone integrating customer data with Oracle Financials, Logistics, Purchase Orders, Production and other Legacy Systems

As an Oracle Business Analyst, assisted the roll out the Oracle Financials solution integrated with Purchase Orders to suit the financial “decentralisation” process put into force by the French government. Delivered the change management strategy, provided training and on-site support to ensure the successful implementation and adoption of the new solution within the French divisions

As a Functional Consultant in Oracle consulting services I performed business analysis on CRM and Financials expertise, solution design, solution set up, application document, change management, training at Oracle University headquarters ( Redwood Shores - Silicon Valley), pre-sales support, activity development