AEAshanaR Elance
@ashanarelance
Systems builder and Call Center SME driving AI-enabled performance, automation, and education impact.
South AfricaWhat I'm looking for
I am a systems builder and call center subject-matter expert with 5+ years driving top-tier FCR, ACHT, and quality performance at Amazon and a decade-plus background in data analysis and automation. I design practical, scalable tools that embed self-coaching and measurable ownership into customer service teams.
As founder and lead engineer of HiRiseAboveBot, I launched a WhatsApp-native AI tutor serving under-resourced South African learners, delivering CAPS/IEB-aligned, zero-data learning and measurable community impact. I combine AWS foundational AI certification, prompt-engineering expertise, and automation skills to build secure, cloud-optimized solutions.
I have a strong track record of delivering outcomes: pioneering a Quip Performance Scorecard adopted across VCS teams, completing 154 freelance projects that cut manual reporting time by 60%, and leading peer-coaching initiatives that improved FCR. I hire into work that values measurable improvement, user-centered automation, and social impact.
Experience
Work history, roles, and key accomplishments
AMConsistently ranked in the top 5% for FCR, ACHT, and Quality across the UK Retail network and maintained 95%+ adherence in an AI-routed, high-volume environment; designed and deployed a Quip Performance Scorecard that reduced PIP occurrences and scaled cross-team with trend analysis and gamification.
HIFounder & Lead Engineer
HiRiseAbove
Built HiRiseAboveBot, a WhatsApp-native AI tutor delivering CAPS/IEB-aligned personalized learning to under-resourced Grade 7–12 students with zero-data access and features for study plans, quizzes, and peer study groups.
UPDelivered 154 fixed-term projects and 889 billable hours building Excel and Python dashboards for KPI reporting and process automation, reducing manual reporting time by ~60% on average for NA/EU clients.
Business Systems Analyst
Absa Bank
Jan 2003 - Jan 2012 (9 years)
Configured banking systems for Basel II, NCA, and IAS compliance and led customer value analytics including segmentation, cross-sell modeling, and share-of-wallet reporting to align technology with regulatory and business goals.
Education
Degrees, certifications, and relevant coursework
DADamelin
Technical and Analytical Diploma in Programming, Programming
Completed a technical and analytical diploma in programming focused on practical programming and data skills.
Effingham Heights Secondary School
Matriculation Exemption, Secondary Education
Achieved Matriculation Exemption with coursework including SQL and Python fundamentals referenced in professional profile.
HAHarvardX
HarvardX Certificate, Leadership
Completed a HarvardX certificate on foundational leadership principles.
COColumbiaX
ColumbiaX Certificate, Data Science
Completed the Statistical Thinking for Data Science certificate focusing on statistical methods for data analysis.
ASAmazon Web Services
AWS Foundational AI Certificate, Artificial Intelligence
Earned AWS foundational certification in AI covering core concepts of cloud-enabled AI services.
IAInsurance Institute of South Africa
ICiBS Prompt Engineering (listed), Insurance / Prompt Engineering
Completed coursework related to insurance industry practices and prompt engineering as noted in profile.
Availability
Location
South AfricaAuthorized to work in
Website
hiriseabove.onlineJob categories
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