SUMMARY:

• Result oriented Business Analyst professional, possessing critical knowledge of modern software methodologies and excellent understanding of the Software Development Life Cycle (SDLC) from the inception and eliciting requirements up to the Quality Assurance (QA) testing.
• Possess excellent leadership, communication, documentation, analytic, facilitation skills.
• Energetic Customer Service Representative resolving complex customer inquiries.
• Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
• Dependable team player with the ability to build relationships across all levels of an organization as well as externally.

SKILLS:

Communication skills

Strong Analytical skills

Customer Centric

Decision Making

Multi - Tasking

Confidentiality Skills

Business Insight

Strategic Orientation

Time Management

Stress Management

Organizational Skills

Team Player

Data Entry

Jira

Complaint/Conflict resolution

Attention to detail

Flex cube software

Service Now Software

SQL

Microsoft Office

Dedication

EXPERIENCE:

Business Analyst/Scrum Master

Confidential

Responsibilities:

• Analyzes business needs, identifies problems and proposes solutions.
• Assists in the development of business requirements and business cases.
• Develops and documents functional requirements, user requirements and traceability matrix, Contributes to the creation of functional and design specifications.
• Leads testing efforts, prepares testing scenarios, assists in the development of test plans and test scripts, Identifies and assists in the development of training requirements and user manuals.
• Identifies dependencies and potential impacts on related business processes or other projects (in flight or in the project pipeline) within our client Prepares business process documents.
• Conducts research of best practices and feasibility studies, explores and identifies technology opportunities, and provides recommendations to improve business practices
• Reviews policies, contracts, and legislative changes with respect to the impact on business and IT operations; implements and recommends policies, procedures and program specific requirements.
• Participates in development of an overall PMO strategy and execution plan for our client.
• Provides advice, expertise and information systems support to business units as required, Organizes and leads workshops to determine business and system requirements for new development or enhancements, including exploring benefits and efficiencies, contract changes, system integrations, data - warehousing, performance indicators and changes to existing systems and features.
• Performs duties related to the growth and development of the PMO including promoting awareness of the PMO throughout the organization (lunch and learn sessions, newsletters, etc.)
• Keeps current with latest trends in business analysis, Maintains knowledge of current best practices in business analysis.

Confidential

Responsibilities:

• Participated in project Kick off meeting and helped define the project assumption, constraints, dependencies and scope
• Elicited client’s business and functional requirements and supported the project team in developing and defining project plans, Work Break Down Structure (WBS), Scheduling, and project scope
• Created use case models, swim lanes models data flow diagrams and business process diagrams
• Planned and communicated regularly with the stakeholders by means of status reports, presentations, e-mails, and meetings
• Participated in the design and review sessions of the key project deliverables, utilized the Rational Unified Process (RUP) to ensure that technology solutions meet the identified business needs.
• Remained current on technical and professional information regarding areas of responsibility
• Performed JAD sessions with business users to document the as is business state, and the To be business target state, and gap analysis, adopted waterfall methodology for the SDLC
• Attended focus group meetings to better understand the application and trained users on new
• Reviewed and revalidated business requirements, regarding Customer Agreements
• Examined and documented the different business process with flow charts and UML models.
• Reviewed and implemented software specification requirements

Business Analyst

Confidential, New York

Responsibilities:

• Conducted Business Process Gap Analysis between To-Be design & Standard Business processes and made recommendations for Process Improvement.
• Developed & documented business requirements & business process flow models in support, Asset Management, and strategic and operational project by the aid of MS Visio, UML software design tools.
• Supported complex business processes, ad-hoc analysis to identify root cause of problems and developed timely solutions Facilitated JAD and brainstorming session to elicit the requirements and capture the business drivers for project.
• Create and maintain system interface diagrams, functional designs and technical specifications.
• Managed project stakeholders, vendor teams, budget, schedules performed quality reviews and provided weekly, bi-weekly and monthly status reports. utilized MS Project to create network diagrams and track critical path Worked with developer to reverse-engineer the application in order to understand the as-is state and ensured business requirements are clearly understood.
• Created User Stories, updated JIRA & Confluence and review project burndown velocity on JIRA.
• Ensured projects are planned and organized according to commitments and budget estimates.
• Created documentation for project plans, project status reports, timelines, project issues and risks as needed for projects assigned.
• Monitored the progress of sprints and helped teams estimate and increase velocity.
• Identify resources needed and work closely with team leaders to maintain full visibility of the project schedule, potential constraints and dependencies
• Assisted with cost estimates, statements of work and project changes.
• Oversee the project quality assurance processes to ensure products and services meet quality standards.

Customer Service

Confidential, New York

Responsibilities:

• Resolve 200+ weekly customer inquiries via phone and email, consistently exceeding targets
• Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%
• Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management.
• Maintained up to date Knowledge of Products and services.

Head of Operations

Confidential

Responsibilities:

• Supervises Operations team and Run day to day Activities of the Bank
• Provided Reports weekly, Monthly as needed.
• Train New hires and Carry out Onboarding process for new Hire.
• Authorizes final Posting of all customers payment and deposit transactions as processed by tellers.
• Procurement of all supplies and management of vendors of supplies.
• Responded to customers complaints in a professional and effective way .

Customer Service Representative

Confidential

Responsibilities:

• Greeted customers with enthusiasm and a delightful and helpful attitude.
• Effectively Open accounts to walk-in-customers.
• Responded to customers complaints in a professional and effective way.
• Provided Superiors with work logs and Report as requested.
• Resolved over 100 customer complaints per week via phone and in-person
• Reduced average customer representative call time by 90 seconds with intuitive intranet site
• Single-handedly created customer service representative training manual .