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Lead Business/data Analyst/ Subject Matter Expert (ivr) Resume

NJ

SUMMARY:

  • An accomplished Data/ Business analyst professional with 7+ years of experience in DevOps and multiple facets of SDLC including Presales and Project Delivery
  • I have a strong focus on systems design, providing solutions backed by data driven insights and handling project delivery across multiple domains, supporting applications built on technologies in a Service Oriented Architecture (SOA) helping organizations achieve their business objectives.
  • Experience in requirements gathering and documentation, QA and UAT testing, software implementation, and mentoring junior business analysts. Strong knowledge on the Systems Development Life Cycle (SDLC), DevOps and Rational Unified Process Methodology (RUP).
  • Involved in Delivery and Project management from inception to completion and product lifecycle management from strategic planning to tactical launching, responsible for product roadmap, monitoring data for every rollout and incorporating new requirements with industry innovations.
  • Design and review of various documents including the Software Requirement Specifications (SRS), Business requirements document (BRD), Use Case Specifications, Functional Specifications (FSD), Systems Design Specification (SDS), Requirement Traceability Matrix (RTM) and testing documents.
  • Strong analytical and quantitative skills for data - based decision making and strong hands on experience in designing User Interface Design, Backend and Middleware solutions and running queries and generating reports for Data Visualization and leadership readouts based on application design understanding
  • Highly developed problem resolution skills and ability to provide excellent customer satisfaction.
  • Experience in Business Analysis, Requirement Analysis, Business Modeling and Use Case models using Mockups and Wireframes.
  • Experience in using UML for Business Process Modeling, Use Cases, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams, Collaboration Diagrams and Class Diagrams
  • Well-versed with Scrum principles / Waterfall / Agile, I developed expertise in all aspects understanding the business drivers through user stories and interactions, working in an agile environment.
  • Effective Communication (all levels) - Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with colleagues, customers and staff at all levels.
  • Management - Solid background in planning and executing technology plans. Hands-on management experience where I led cross-functional teams with design and delivery, User acceptance testing, capacity utilization and Port allocation effort to ensure technology roadmaps are aligned to business strategies.
  • Created strategic project plan and project prioritization with product teams for deployment.
  • Partnered with business units to produce project plans, create investment rationale and prioritize requirements. Built, transformed and maintained business processes for delivering platforms successfully and consistently in defining the “as-is” and determining the “to-be” platform structure and processes to best aligned with organization strategy.

TECHNICAL SKILLS:

Documents & Processes: BRD, FRD, SRS, RTM, Use Cases, UML diagrams, UAT, Test plans & cases, Business Process Modeling, Project Planning & tracking

Database: Oracle SQL (Working implementation), PostGreSQL, Cassandra DB (Basic)

Reporting Tools: MS Excel, Teradata, Tableau, Kibana, R(Basic)

Web Service Tools: SOAP UI, RESTClient, DHC

Wireframing Softwares: Balsamiq, Axure

Scripting Languages: VB Script, Unix shell script

UML Tools: MS Visio, IBM Rational Rose

Program Management Tools: JIRA, Confluence, CollabNet SourceForge

Packages: MS-Office Suite (Word, Excel, Access), MS-Project

Languages: JAVA, CSS3, JS (angular/ node and evolving JS), HTML4,5, PERI, ASP.Net

Rules Management: PEGA, IBM ODM, Java Drools, Business Process Modelling (BPM), Case Management System (CMS)

Content and CRM Tools: Salesforce, CMS ( Confidential, SDL Tridion, Sitecore)

Messaging Gateways/ Security Protocols/ Transport layer: Mobile Messaging Gateway (SMS/ Push), Access Management/ Policy Agent, Lambda (Scheduler)

Protocols: TCP/IP Protocol suite(HTTP, SSL, FTP), SOAP/ REST

Operating system: MS-DOS, Mac, Windows -98/NT/2000/2003/XP/Vista, Unix (Linux)

Browsers: IE 4.0, 5.x, 6.x, 7.0, 8.0, 9.0 and Safari, Mozilla, Firefox

Application Servers: Sun Java system application server, IBM Web Sphere, AWS (EC2 instance)

PROFESSIONAL EXPERIENCE:

Confidential, NJ

Lead Business/Data Analyst/ Subject Matter Expert (IVR)

Responsibilities:

  • Designing Interactive Voice Recognition (IVR) workflows to support application rollouts for After Call Survey, Assisted Channel offering, Click to Call Salesforce integration, Appointment Scheduling for Hold My Place callers, Device Activations, Rewards/ Loyalty programs and other Call Center initiatives
  • Working on conceptualizing and leading Technology Proof of Concepts and Pilot rollouts for offering After call surveys by sending Push notification and URLized SMS to eligible customers
  • Familiarity with Speech recognition using Nuance frameworks and building Speech Conversational flows
  • Conversant with defining application logic for requirement handover to developers, reading stored procedures and Java MW code and troubleshooting issues post production rollout
  • Creating KPI plans aligned with business objectives and quantifying success of enterprise project rollouts measured by Call in Rate Reduction (CIRR), Digital footprints etc. to gain business sponsorship for IT implementations.
  • End to end project ownership including logging metrics, infrastructure and capacity planning, production support during each release
  • Championed re-design and delivery of After Call Survey Application migrating from traditional Outbound dial channel to adopting Digital channels like SMS/Chat/Web - adhering to Security compliance and CPNI standards.
  • Built architecture and detailed UML flows for the Survey platform, built Messaging gateway design for delivering surveys on Digital channels. Utilized Tridion CMS to define tags and dynamic placeholders for SMS delivery on Customer’s handsets via One message gateway system
  • As an SME/Delivery lead, handled Interactive SMS Survey launch across Wireless organization targeting 200K Consumer and B2B customers per day, achieving CARE group’s objective of cutting infrastructure handling and operational costs by 20%, improving Survey intake rate by 10%, Net Promoter Score and Feedback capture rate by 15%
  • Getting Net promoter score and Feedback results used to churn data and identifying areas of improvement in Verizon product offerings and Customer Care strategy. With this revamp, there was a significant increase in survey intake, also providing useful insights and better PA performance metrics for Verizon Reps/ Agents
  • Working with business stakeholders to identify opportunities and use cases for different intents of Customer calling into IVR to help define roadmap to rollout Digitial Assistant initiative to drive callers to Chatbot based on intent prediction and recognition, projected to generate $10M annual savings for Yr’18.
  • Built IVR architecture/ framework involving integration with different system components like Chatbot, Mobile channels, Gateway systems, Access Management platform, Rules driven platform and mainframes to offer Chatbot based communication to IVR calling customers as a deflection from IVR / Contact Center/ Rep transfers
  • Working with Digital teams to replicate the IVR self-serve experience, identifying the system flow and interaction to define the Digital assisted flows, running IVR reports for each intent rollout to identify projected traffic to Assisted channels, defining metrics to provide IVR reports for leadership rollout during each rollout
  • Worked on the framework to support outbound dials on IVR platform by making Outbound dials to Salesforce agents based on the calls made to prospects on the SFDC platform and providing second line referral to connect to Customers
  • For loyalty program, built Speech and Network routing workflows to drive Rewards customers to Digital channel/ Rep based on customer qualification and enrollment/ eligibility and After hours window. Worked on callback workflows to route to Verizon Agents in case of escalations
  • CTI integration workflow enhancements to connect calls to Call center agents as directed by ITNUC (Network gateways) for generating screen pops and inserting calling/called party information into customer record utilized for Survey offerings.
  • Working on Customer Care-800#/ automated IVR initiated Activation project workflows involving orchestration with Point of Sale and Billing systems to offer different options for Submitting activations based on new device purchase and new connections, SIM swaps etc
  • Defining and logging metrics to provide dashboard view on Kibana to provide business opportunities for revenue recognition.

Technologies and Platforms - Legacy - PERI, Java, Nuance, Salesforce, Content hosting platforms (Tridion), SMS/Push gateways

UML, BI and logging Tools - MS Visio, Draw.io, Tableau, Teradata, Kibana

Database Tools - MS SQL, PostGreSQL

Confidential, Smithfield RI

Senior Systems Analyst

Responsibilities:

  • Documented liquidity and maturity timings, behavior and risk appetite of short and long term trading entities, built process maps and API specifications for data consumption by evaluating their access patterns.
  • Built Access Management, Messaging Queue and Rules based workflows and UML diagrams to deliver Batch/ Real time communication based on User, Market, Fund manager or Fidelity system triggers.
  • Analyzed the mainframe systems to document the database components needed for data modeling. Worked as the Data Analyst for creating database constraints, triggers, partitions, indexes and retention
  • Worked on the volume impact for enterprise rollout, collaborated with performance engineers to perform load test activities in an iteration fashion to prepare a plan for capacity planning and determining the priority of feature rollout in incremental stages
  • Led the story grooming activities by creating framework and technical stories, reviewing with business and technology partners in Sprint planning sessions
  • Worked on Fidelity’s Custom CMS platform to host content for the different messaging requirement for dashboard and email delivery to build templates for channel integration using Webservice protocols
  • Planned and defined system requirements to Wire Frame with Use Case, Use Case Scenario and Use Case Narrative using the UML (Unified Modeling Language) methodologies
  • Prepared FRD’s, approaches and workflows built on MSVisio and reviewed the technical specifications for each sprint deliverable with Developers and Testers to determine LOE and timelines for delivery
  • Reviewed project Status during Daily touchpoint calls, built reports for project tracking and velocity determination during each operational phase, offering demo to business partners to showcase project delivery status and identifying opportunities of improvements during ‘Retrospective’ meetings
  • Made sure the test cases and test process guarantee accountability to business and systems requirements by involving in the testing phase right from the Unit testing to the User Acceptance testing based on User story review
  • Hands-on operability of GUI, SOAP/ REST service and Database tools to test user scenarios for business acceptance sign-off to ensure alignment with project velocity and delivery.

Environment: /Tools: Java, WSO2, CSS3, Custom CMS, MS Visio, JIRA, Confluence, SOAP UI, DHC/Restlet, MS SQL, Cassandra DB (Basic)

Confidential, Boston, MA

Sr. Business Analyst

Responsibilities:

  • Managed engagement with Confidential Bank as the Onsite business analyst proposing Cloud based migration initiative and moving from a Sharepoint based implementation to an Angular based application for the Client delivery tool
  • Led kick off meetings for projects that come under the Data Governance program with the client
  • Worked on scoping impacted modules and documented functionality and related workflows for the application aimed to provide real time Analytical insights to the portfolio managers
  • Created UX personas and wireframes for widget creation, co-ordinated development effort with offshore team
  • Worked on the API specifications using the Active MQ workflows, analyzed systems to fetch data from legacy platforms for being available for the dashboard flow
  • Extended the applicability of the solution to develop a Mobile HTML5 Cordova application with Responsive behavior to support multiple breakpoints
  • Provided Project leadership, gave design demos and working prototype walkthrough to delivery stakeholders before and after production and assigned issues to the suitable candidates
  • Proactively worked with clients to maintain a consistent service delivery while closely working with delivery team to ensure enhanced customer experience
  • Managed and coordinated with the UAT handoff with the application and its partner application groups and prepared necessary business approvals.
  • Developed and maintained partnerships with stakeholders from IT, compliance, legal, operations, engineering teams
  • Built Tableau reports to present success metrics of client engagement to leadership teams as part of Weekly and Monthly highlights based on revenue trends (actuals vs projections) and implemented it as an organization wide norm.

Environment: /Tools: MS Office Suite, Visio, Balsamiq, Axure, MS SQL, Tableau, Salesforce, HPQC, JIRA

Confidential, NJ

Sr. Business Analyst

Responsibilities:

  • Content migration from Confidential to SDL Tridion Content Management System (CMS) using SOAP protocol based Web Service integration to render content from the backend components.
  • Cloud based migration initiative rom Legacy framework to support Elastic search and better caching features while incorporating Responsive Web Design (RWD)
  • One to one mapping between legacy integration for each feature and translation to Webservices (designed XML specs) and next best action
  • Skilled in mapping business requirements to technical detailing in the form of User Stories and Functional Documentation adopted in Scrum development method
  • Created and maintained site architecture of all web pages across multiple Bayer brand segments
  • Worked with Tealium consultants to tag all keys pages, journeys & events with Tealium tags and Atlas tagging to understand customer behavior
  • Involved in User Acceptance Testing (UAT) and client walk-through sessions for all projects and handled the support team as a Project Manager for all GO LIVE projects
  • Created and managed product backlogs and prioritized for sprint while working in an onshore-offshore delivery model

Environment: /Tools: SDL Tridion CMS, HTML5, CSS3, AWS hosted server, Java, Windows NT/XP, Oracle, SQL, SQL Server, Balsamiq, JIRA, MS Visio, MS Project, UML, XML, Microsoft Excel, Microsoft Word, Microsoft Power Point.

Confidential, NY

Business Systems Analyst

Responsibilities:

  • Implemented Mobile First development solutions for Confidential and eliminated redundancy in the development lifecycle, reducing cost by 30%.
  • Devised program plans and pricing proposals, translated business proposals into technical requirements, built wireframes, UX flows and functional specification documents for requirement handover to Delivery team.
  • Performed Competition landscape analysis to determine the applicability of LMS tools to the solution
  • Measured productivity metric of employees by leading prototype development aimed at validating performance of LMS Tools using Test and Learn Framework
  • Acted as a liaison between potential system users who had business problems and technology people who had know-how to create automated solutions for Electronic Data Syndication to perform ETL type transactions for Inventory tracking and fulfilment initiative at L’ Confidential
  • Interacted with the business team to get a better understanding of the Business Processes and Documented Business Requirement Document through elaboration workshops
  • Worked with business and IT teams to understand and identify the functionality that could be rendered
  • Worked with UI leads to review UI standards, Styleguides, front-end templates and screen prototypes
  • Created AS-IS and TO-BE Business Process and user stories to define the application flow
  • Analyzed business requirements and segregated them into high level and low level Use Cases, activity diagrams/State Chart diagrams using MS Visio according to UML methodology
  • Created wireframes, mock-ups, designed user flow and implemented lean UX development process by product requirements gathering and gathering customer feedback for mobile and web applications.
  • Facilitated JAD sessions with management, development team, users and other stakeholders to refine functional requirements.
  • Facilitated usability input from internal and external clients through scrum planning meetings and scrum review meetings
  • Created client facing decks highlighting the feature functionality of the product
  • Diagnosed, analyzed defined, and executive strategic processes that align with business development, operational improvements, financial performance and customer satisfaction
  • Liaison between business units and IT on strategies for technology deployments, process improvements and profitability impacts.
  • Managed and coordinated with the UAT handoff with the application and its partner application groups and prepared necessary business approvals.
  • Developed and maintained partnerships with stakeholders from IT, compliance, legal, operations, engineering teams

Environment: /Tools: HTML4/5, Flash, CSS3, Java, Windows NT/XP, Oracle, SQL, Rational Rose and Requisite Pro, MS Visio, MS Project, UML, XML, Collabnet Salesforge, Microsoft Excel, Microsoft Word, Microsoft Power Point.

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