Sharlene Pretorius

Delivered freelance business analysis, training centre setup, clinic process specifications for City of Cape Town, and short-term BA/office management support for SMEs and NGOs.

Developed As-Is and To-Be IT service catalogue and authored policies for the Centre for e-Innovation, improving process efficiency by 25% and implementing Microsoft licensing through Azure governance.

Led application and licensing separation from Barclays PLC for ABSA Rest of Africa, preventing unlicensed software implementation and saving costs while coordinating cross-functional teams and training testers across multiple countries.

Led redesign and implementation of Avaya telephony across contact centres, delivering process re-engineering, training, and change management which improved contact centre operations and earned service excellence recognition.

Worked on enterprise analysis to align IT solutions with business strategy, recommending and implementing software systems and monitoring performance to improve service delivery and competitiveness.

Relocated to Angola to design and implement an automated claims system, trained and mentored staff of seven, implemented policies and procedures, and managed urgent medical evacuations for major corporate clients.

Headed training and business analysis for offshore teams in India and South Africa, managing claims operations, special projects, and training design which supported claims payment decision-making at executive level.

Grade: With Distinction

Completed a Diploma in Business Analysis with distinction in 2007.

Completed unit standards for designing outcomes-based learning programmes and facilitating learning at RAU in 2004.

Completed a Management Diploma at Damelin in 1994.

Completed secondary school matriculation at Pietermaritzburg Girls High in 1988.