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Daniel Bopape

@danielbopape

Technical Business Analyst and Product Specialist skilled in BI, automation, workflows, and scalable operational systems.

South Africa

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What I'm looking for

I’m looking for a role where I can translate business and operational needs into scalable reporting systems, automate workflows, and drive data-driven decision-making—working closely with cross-functional teams in an Agile environment.

Technical Business Analyst and Product Specialist with experience designing reporting systems, workflow automation, KPI frameworks, and analytics platforms for international contact center operations. Skilled in Business Analysis, SQL, Power BI, process mapping, stakeholder management, workflow optimization, and operational analytics.

I currently work cross-functionally with Operations, QA, Workforce Management, and Reporting teams to translate business requirements into scalable technical solutions and data-driven workflows. My work includes reporting automation, ETL workflows, dashboard development, operational scorecards, and process improvement initiatives that reduce manual effort and improve decision-making.

I am actively transitioning into Business Analyst and Product-focused roles, with a strong interest in product strategy, systems design, automation, business intelligence, and customer-focused technology solutions. I enjoy solving complex operational problems, improving workflows, and building scalable systems that create measurable business impact.

Currently completing the IBM Business Analyst Professional Certificate and IBM Product Management coursework while building portfolio projects focused on analytics platforms, operational scorecards, and workflow optimization.

Experience

Work history, roles, and key accomplishments

Current

Technical Business Analyst

Current

Call-labBPO

May 2023 - Present (3 years 1 month)

Led requirements gathering across Operations, QA, Reporting, and Workforce teams to deliver reporting systems, workflow automation, and analytics/ETL solutions. Reduced manual reporting workload by 30–50% through workflow automation, reporting standardization, and improved SQL architecture while supporting data-driven operational decisions via centralized KPI reporting.

Requirements Gathering Stakeholder Management Process Mapping SQL Power BI ETL Workflow Automation Data Modeling

Reporting Analyst & Systems

Call-labBPO

Nov 2022 - May 2023 (6 months)

Built SQL-driven reporting pipelines and Power BI dashboards for QA, Workforce Management, Operations, and leadership. Transformed operational data into KPI-ready models, automated reporting solutions, and supported data validation to reduce reporting inconsistencies.

SQL Reporting Pipelines Power BI KPIs data transformation Data Validation Requirements Gathering Operational Reporting Excel To BI Migration

Contact Center Workforce Analyst

Call-labBPO

Nov 2020 - Nov 2022 (2 years)

Designed workforce planning models, forecasting templates, and scheduling frameworks for international campaigns. Conducted root-cause analysis of SLA breaches and staffing bottlenecks, improved workflow visibility through reporting, and supported QA feedback loops and performance management.

Workforce Planning Performance Management Process Optimization

Education

Degrees, certifications, and relevant coursework

International Business Machines (IBM)

IBM Business Analyst Professional Certificate, Business Analysis

In progress IBM Business Analyst Professional Certificate focusing on KPI frameworks and reporting/workflow optimization initiatives. Expected completion in 2026, supporting operational decision-making through reporting automation.

Coursera

Coursework, Data Analytics

2025 - 2026

Built a technical foundation in SQL, Power BI, ETL pipelines, and system integrations, with exposure to data architecture concepts. Applied this knowledge to support analytics workflows and reporting environments.