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Customer Service / Support
francesco ruggiero

francesco ruggiero

Business Analyst

Services provided: Business Analysts

London, Greater London
£45 / hour
Approximate rate


About francesco ruggiero:

Experienced and qualified BA working on full project lifecycle. 


My expertise encompasses a wide range of critical skills, including conducting gap analysis, requirements engineering, process mapping, agile user stories, as is and to be analysis, prototyping, business case development, and user acceptance testing. 


With a keen eye for detail and a strategic mindset, I am dedicated to identifying business needs, analysing complex processes, and translating them into actionable solutions that drive operational excellence and deliver exceptional outcomes. My passion for collaborative problem-solving and continuous improvement allows me to thrive in dynamic environments, making a tangible impact on organizational growth and success. 

Let's connect and explore how I can contribute to your next transformative project.


Business Analyst at Robson Moore, London                                         2023 A CRM was needed to expand the company client list and improve customer service at the same time, ultimately increasing both revenue and profit. The business was still relying on excel database and lead management was not a smooth process due to software limitations

  • Business case:  I chose Active Campaign as the best CRM for the organization intent, which were mostly about efficient database admin and automation. 
  • Requirements elicitation: interviews with staff members and management together with scenario analysis provided a clear picture on As Is and To Be (TOM), consequently MoSCoWs and scope were defined with clarity. 
  • Agile ceremonies: focused on extensive use of wireframing and regular updates  during scheduled weekly agile meetings with SMEs. Most discussed aspects were about reducing admin time and effective lead automation for sales reps
  • User Acceptance testing: supervised quality testing 
  • Helped drawing out user manuals for a seamless transition to the new solution


Lead management was automated and admin time was reduced by 38%, allowing staff to focus more on customers and sales. This led to a 32% increase in attainment of team sales targets and 23% higher lead conversion rate.


FOH Manager at Wagamama, London                                        2022-2023

Micros update, restructuring the main page and several secondary functions.

  • Dealt with stakeholder at all levels: from area managers to health and safety auditors, from financial auditors to technical IT professionals, from supply chain to facility management, from accounting to Hr relations, as this is crucial to run a smooth restaurant operation
  • Analysed workflow processes ( flowcharts ) and improved for simplicity and effectiveness: included most used operations as buttons on main page
  • Quality tester on new Micros implementation: over a week of trial period collected feedbacks from staff, reported to SMEs
  • Created software user guide and supervised training of staff

Customer satisfaction raised 12% across the whole company and management tasks were reduced by 25%




Retail Manager at Sainsbury's, London                                      2020-2022

  • As is: analysed existing sales and marketing processes, identified opportunities for improvements in three sectors : Click and collect starting slots, Online room layout, online room operations. 
  • To be solutions : advanced click and collect slots starting 6am to cater for sales before work and school run and elderlies
  • To be solutions: Reorganized room layout to simplify operations and reduce inaccuracies, moving picked stock next to yard, visible in specific lanes.
  • To be solutions: I had 121s with staff about processes of totes stacking, scanning and searching for missing ones, fixing issues before van loading.
  • Redesigned management structure, establishing a lead manager in charge of CSFs 

       while assistant managers focus on staff comms and coaching to achieve KPIs.

  • Stakeholder management: 

        Meetings with management to create and approve new To Be (TOM) processes

        I had 121s with staff about online picking, stacking, loading processes


This resulted in: Increase of OTD (on-time departure) from 88%

to 97% weekly, lowering customers complaints from 6% to 3% of total

orders, revenue raised from 235k to 250k (weekly)


Hotel manager at Marriott, Gatwick                                            2018-2020

When the new Bonvoy loyalty program was releases and standardized across all Marriotts worldwide, we experienced a drop in our enrolments.


  • Customer experience analysis:

        identified lack of customer focus, as enrolment process did not consider the

        specific operations and constraints of airport hotels

  • Value network analysis: 

        meetings with management team showing customer journey map, why needs

        where not met with current FOH procedures, presenting redesigned and simplified

        To Be model, adapted to nimble check-ins and guest interactions


Receptionist started promoting in a nimble and simple way suited for fast paced check-in, pushing free wi-fi included with membership

As a result, our subscriptions jumped from 15th to 3rd in all UK Marriot, with an outstanding increase of 180% of enrolments YoY


BCS (Chartered Institute for IT)                                                                2023

Foundation Certificate in Business Analysis


Certified Associate in Project Management (CAPM), PMI                 2021

CAPM certification from PMI, upskilling in project management


Business Strategy by Michael Lenox                                                       2023

University of Virginia's, Darden School of Business 

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