SUMMARY

• SIX years of experience of Business Analysis & Relationship Management in Financial Services Domain.
• Proficient in Technical & Business writing, Business Process Flow, Business Process Modeling, Business Analysis & Testing various Methodologies.
• Experience in facilitating Joint Requirement Planning (JRP) Sessions with Business User Groups, conducting Joint Application Development (JAD) sessions with IT Groups & Conflict Management with Project Team members.
• Enthusiastically manage the development of team by ensuring that they receive an adequate amount of counseling, coaching and training, and encourages personal development.
• Involved in Test Planning, Test Preparation, Test Execution, Issue Resolution and Report Generation to assure that all aspects of a project are in compliance with the Business Requirements.
• In depth knowledge of Rational Unified Process (RUP) methodology, Use cases, Software Development Life Cycle (SDLC) processes, Object oriented Analysis & Design (OOA/D).
• Strong experience in conducting User Acceptance Test (UAT) & documentation of test cases. Expertise in designing & developing Test plans & Test scripts.
• Tend to strive for perfection and excellence in work through honesty and dedication. High - energy and result-oriented professional with over SIX years of experience of Financial advisor, Business Analysis, Data Analysis & Relationship Management in Financial Services Domain.
• Completed Post Graduation Degree’s in Finance & Accounting from University of Bradford, MA in Business Management from Leeds Trinity UK and Bachelor of Business Administration from India.

PROFESSIONAL EXPERIENCE

Business Analyst/Data Analyst

Confidential, OK

Responsibilities:

• Interacted extensively with various business groups, stakeholders & users to develop the Vision Document that is aligned with corporate strategic objectives. Managed the application support product backlog using JIRA cards.
• Conducted Monthly Business Prioritization Meetings with the stakeholders identify JIRA cards to be scheduled for the upcoming release. Documented User Story using JIRA to detail the business need.
• Conducted weekly sprint planning meetings with the developers and quality assurance analysts to review user story, assign story points and assign cards to a respective sprint. Conducted JAD sessions to define requirements and finalize the Functional Requirement Document (FRD).
• Followed a structured approach to organize requirements into logical groupings of essential business processes, business rules, functional & non-functional requirements.
• Designed User Interface-level wireframes detailing interaction models & user experience using Axure. Conducted requirement workshops to verify & validate business requirements. Coordinated project scheduling & status reporting with the Project Manager.
• Analyzed Scope, captured business requirements (retail and corporate banking), recommended process changes and documented the requirements for the development team. Estimated effort for the projects (and change requests) using function point analysis (SQL).
• Supervised fallback drills for various software applications as a part of the business continuity exercise. Recommended the process changes and documented the same so as to align them in accordance with SQL requirements.
• Developed workflow based applications as per corporate banking needs. Provide database and reporting solutions to CVS Health Member Operations division. Gather business information and translate to technical data.
• Import excels data into access tables and performs data analysis and queries. Provide feedback on process improvements.

Confidential

Financial Advisor

Responsibilities:

• Forecast, Analyses and report impact of business strategies across myriad of functions. Assist in preparation of monthly financial statements with comparison to prior year plan. Managing general ledger to include the preparation of journal enteries, coding of invoices and set up new accounts.
• Assist in preparation of annual budget and annual forecast. Helped Akbar's to grow and helped to open new branches across North UK.
• Solving customer queries according to the company rules and regulations. Sell AT&T phone lines, internet services and mobile phone to new and existing customers. Worked as a head of the team to show and guide team members how to achieve sales targets.
• Participated in customer and client listening programs to identify customer needs and expectations. Provided actionable data to various internal support groups as needed. Coordinated and facilitated call calibration sessions for call center staff.
• Provided extensive feedback to customer service representatives, team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Provided training on language and conversational skills.
• Facilitated calibrations with the Ops managers, driving towards good individual Customer Satisfaction. Handled the content development process for training modules like business etiquettes, team building, motivation, stress management and personality development.
• Facilitated training sessions on Leadership, Team building, Personality development and Customer service. Liable for management of tracking the impact of training imparted via timely assessments.
• Upheld the current product knowledge for each account by responding to inbound calls, involved in team meetings and simultaneous observations. Have achieved best sales of month awards.
• Nominated as the employee of the year and recognized as the employee of the month twice. Showed improvement in call quality of the customer service representatives on monthly, quarterly, half-yearly and yearly basis.
• Participated in designing and implementation of various call quality processes and started a new department from scratch. Designed and implemented fresh scoring card and trained other quality analyst on scoring standards for consistency.
• Implemented new software for listening and storing calls and provided training to other quality analysts. Capably conducted team huddles to inform the team about the latest product updated.
• Received an award for Shining Star twice within the first SIX months & selected in IJP for assistant product trainer. Best Customer satisfaction award of the year. Best seller award of the year.