Sophy Mitrefski

WORK HISTORY

SKILLS

ABOUT SOPHY MITREFSKI

A highly experienced Lead Business Solution Design Analyst, Journey Expert and Process Improvement Specialist, focused on creating excellent operational performance. Extensive experience in analysing complex business requirements capturing as-is and working with stakeholders to deliver a solution that is fit for purpose. Placing the customer at the center of everything I do, my goal is to create a simple and brilliant experience across all interactions, with continual focus on building capability and cultures that maximise the strengths of the organisation. I work collaboratively with my team, stakeholders, my internal and external customers from Executive Directors to Front Line staff. I have an eagerness to explore, understand and take on a challenge. My Skills and AbilitiesSOLUTION DESIGN ANALYSISServices, products, systems, and delivery knowledge and experience. Collaborating with stakeholders driving and supporting change for existing and new technologies, product offerings, and processes,including CRM, Billing, and System Transformation, across Consumer, Small and Medium Business, Corporate Enterprise, and Government segments. Ensuring projects meet the needs of the customer and the business.BUSINESS ANALYSISExpertise in requirements gathering, elicitation and prioritisation, gap analysis, Solution design and functional and non-functional specifications. Analysis and support of end-to-end delivery across the system development lifecycle. I develop high impact end-to-end process optimisation across the business.STAKEHOLDER MANAGEMENTEngage and collaborate with key stakeholders, through end-to-end analysis identify when further collaboration is required, and engage stakeholders as needed. Ensuring all areas of the business that is required are engaged. Management of delivery expectations including General Managers and Directors.COMMUNICATIONCommunication is key. I connect with people, I listen to understand and can break down complex situations into simple language for all audiences to understand. LEADERSHIPAs a Leader I mentor, coach, upskill team members and encourage knowledge sharing. I have led teams to roll out a new system functionality nationally and managed it into a standard Business As Usual (BAU). Led workshops, Solution Design sessions, Process Improvement sessions and led my team as a Scrum Master for project delivery. Driven culture change through delivering new technologies with new processes simplifying work practices.