PROFESSIONAL SUMMARY:

• 7 years of overall industry experience in supporting Billing, CRM and Insurance domain
• 5years as Business Process Analyst/Project coordinator
• 2 years in Customer Relationship
• Proficient in Project coordinator functions.
• Project Scheduling
• Conducting project status meetings, resource allocations and onboarding
• Publishing project progress
• Proficient in Business Analysis functions, requirement gathering, Brain storming, coordination and Quality assurance
• Experience in handling relationship with stakeholders, team members to establish & tracking project timelines, budgets, delivery within the project constraints.
• Excellent communication, facilitation, prioritizing, multitasking & collaboration skills

KNOWLEDGE AREAS:

• Project Financials tracking Primavera Collaboration Oracle SQL
• Project health tracking MS Office suite Facilitation skills
• Resource Tracking / Onboarding
• Process improvement

PROFESSIONAL EXPERIENCE:

Project Coordinator/Business analyst

Confidential

Responsibilities:

• Interacted with client extensively to capture, refine and finalize business requirements and various add - on features while referencing other similar platforms to compile best features available across industry on similar platforms.
• Collaborated with Technical Team to ensure technical implementation feasibility of business requirements.
• Prepared use cases to facilitate test cases preparation.
• Prioritized requirements, prepare multi-phase rollout plan spread across 2 years.
• Setup JIRA for managing delivery through multiple sprints.
• Reviewed user stories with Product Owner, segregated user stories in EPICs.
• Facilitated sprints planning sessions to estimate & groom user stories, pulled user stories to sprints.
• Conducted daily scrum calls to track delivery & retrospective call at the end of each sprint to go over lesson learned and improvise next sprint.
• Project communications and status reporting including Monthly steering committee meeting with client management.

Environment: MS office, MS Word, MS Excel, MS Visio, MS Project, JIRA, Confluence, Azure Cloud.

Benefit Verification Specialist/Process Analyst

Confidential

Responsibilities:

• Providing feedbacks to reduce errors and improve processes and performance during daily, weekly or monthly meetings to improve accuracy.
• Maintaning customer’s data to ensure quality and confidentiality.
• Intermediate level of proficiency in tracking, trending and reporting on metrics.
• Experience successfully handling Provider contracts and demographics

Business Analyst/Scrum Master

Confidential

Responsibilities:

• Work with Product Owner to understand requirements and build product backlog.
• Converting high-level requirements EPICS into User Stories and then breaking down them into tasks to estimate efforts.
• Conducted sessions for the product owner and team to effectively estimate and prioritize various tasks and sub-tasks associated with each user stories
• Define sprints and its scope by working with team through User story selection.
• Assisted product owner in creating the Release Planning Schedule.
• Worked with ETL and Power BI developers to make sure the model being developed is according to the business requirements.
• Performed Data Analysis, created Data Mapping template for optimized reports performance.
• Worked with test lead to define test scenarios, test scripts for new functionalities.
• Facilitated scrum ceremonies such as Daily Standups to track the progress of the team and resolve any impediments and conducted Sprint Planning Meeting, Sprint Review Meeting, Backlog Refinement Meeting, and Sprint Retrospective Meeting.
• Responsible for calculating the Capacity of the team and the Velocity for the sprint and monthly reporting to management on program progress.

Environment: Scrum methodology, JIRA, Sharepoint, Power BI, Oracle, MS Office Tools (Word, Excel, PowerPoint), MS Project.

Business Process Analyst

Confidential

Responsibilities:

• Identified business process gaps & enhancements FALCON cards fraud detection application.
• Documented detailed requirements and use cases for IT team.
• Supported IT during production cut-over testing of new features/enhancements.
• As a SME on FALCON application, conducted to new resources.
• Tracked productivity, peak loads and fallouts trends for application usage.
• Periodically did hands-on in operations i.e. scrutinize and block fraudulent transactions.
• HR support activities such as assisted in onboarding process

Senior Customer Support Associate

Confidential

Responsibilities:

• Defined business requirements for pilot runs on new business processes in insurance projects.
• Trained new resources on business processes, established operational KPIs and tracking matrix.
• Supported service delivery leads with reporting around productivity.

PMO Executive

Confidential

Responsibilities:

• Budgets & revenue projection consolidation from all projects in IBU.
• Customer SPOC for all Billings & invoicing enquiries and escalations.
• Reconciliation with account managers on revenue collections to identify and fix revenue leaks.
• Resource Management to ensure optimum utilization of the resources in IBU.
• Defined SharePoint structure for project artifacts management
• Project status RAG, dashboard on budgets, revenue and resource utilization.