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Partnered with J:COM executives in Japan on a major CRM transformation, beginning with six months of requirements gathering and business-process analysis and leading into the replacement of Siebel with Amdocs CRM. The resulting solution supported more than 2,000 users and represented approximately $50 million in products and services. My role centered on understanding the business problem, translating executive and operational needs into a workable CRM solution, and coordinating the organizations required to deliver it.
Business Workflow AutomationProject ManagementSoftware ConsultingMicrosoft ExcelMicrosoft VisioSiebel
The network for creativity
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Checkout Research: Why Customers Abandon Cart, and What It Takes to Keep Them
Officeworks' desktop checkout converted above industry standard, but mobile conversion lagged and checkout took over 4x longer than the 1-minute benchmark customers expect. I led a mixed-methods research programme, an audit spanning 6 methods, 613 NPS responses, and 10 user interviews, to find out why.
The research surfaced three connected stories: customers need to feel confident before they can be efficient, cart abandonment has specific and fixable causes (hidden charges, security doubts, and slow load times ranked highest), and Officeworks' mobile checkout was underperforming its own desktop experience.
I translated these findings into 6 prioritized recommendations, including surfacing total cost upfront, making the mini cart editable, and redesigning for adaptive mobile checkout, directly shaping the roadmap for Officeworks' checkout redesign.
Organized, cleaned, and accurately formatted raw client database into Google Sheets with 100% accuracy. Applied color-coded status tracking (Verified/Pending) and standardized contact details for seamless workflow management.
This sample demonstrates how I can take business data, organise and analyse it, and turn it into clear information that can support better business decisions.
The project includes data cleaning, spreadsheet analysis, KPI reporting, revenue and profit analysis, trend analysis and data visualisation.
The aim is to make business data easier to understand and highlight the areas that may require attention.
Work demonstrated:
Data cleaning and organisation
Spreadsheet analysis
KPI reporting
Revenue and profit analysis
Trend analysis
Data visualisation
Business insights
Note: All data used in this project is fictional and was created specifically for portfolio demonstration purposes. No client results are being claimed.
