PROFESSIONAL SUMMARY

• More than 8 years of experience in business analyst with extensive knowledge of identify trends, processing mapping, forecasting workload and planning resources understanding huge databases in different technologies and always finding ways to improvements, managing resource requirements, creating reporting templates and maintaining effective communication level between IT team and business needs.
• Excellent in understanding the large business databases and doing reporting.
• Experienced in forecasting workload in different techniques like liner, seasonal methods and Calculating manpower requirement based on forecast
• Analyzing at a transaction level information develop Data flow diagrams to evaluate the entire process.
• Experience in working with business and IT team to identify and define the business needs and understand technical requirement to fulfill business needs.
• Excellent in creating reports, dashboards, standardize templates setting up new parameters and implementing the reports in different process with writing observations, insights, recommendations in the reports.
• Experience in data importing, cleaning, transforming, validating and / or modeling data with the purpose of understanding or making conclusions from the data for decision making
• Experienced in running SQL queries and using MS Access to extract data from various databases for data analysis and generating reports as per business needs.
• Good knowledge Data Mapping, process mapping and doing Gap Analyses, Risk Identification and Risk Assessment.
• Experience in conducting group discussion / Training sessions as per business needs.
• Experience in supporting project managers and project in reporting and manpower calculation purposes
• Well versed in project management tools like MS Project for planning, status reporting, and making presentations.
• Excellent oral and written communication, troubleshooting, analytical and interpersonal skills.
• Ability to quickly grasp, work independently and master new concepts and technologies.
• Programming Languages: SQL, PL/SQL, MS Access, alter and record Macros in Excel.
• Databases: Oracle 11g/10g, MS Access
• BI Tools: MS Visio, MS Project, Avaya, Bluepumpkin Scheduler, Strategic Planner and Forecasting, Exion, Business Objects, CMS, MS Office Suite

Experience Summary:

Confidential

Role: Business Analyst/Systems Analyst

With its market presence exploding over the last couple of years, NBA needed to extend its retail momentum to the online market place. But its outmoded commerce platform didn't scale or integrate customer touch points, making that objective far out of reach. The target is centralized management for website, call center and retail in order management systems, as well. It also gives the client the foundation they needed to grow their existing brand, and launch new ones. For me it was deployment of new reporting system through Agile methodology by understand the process, create business documents, understand requirement and transfer that knowledge to offshore IT team, along with taking care of reporting requirements.

Roles and Responsibilities:

• Conducted meetings /JAD sessions with process owners, SME in each line of business and understand their reporting parameters and how are they helpful to take business decisions.
• Creating BRD documents for all the sessions and standardizes or aligns each and every parameter to their respective category according to their stakeholder's requirements.
• Coordinated and participation in understanding of BRD's along with taking sign-off of various business partners and technology team.
• Thoroughly studied the requirements for the different process and suggested changes that could help the business improve or standardize reporting requirements and did suggested re-engineering to the flow.
• Performed Gap Analysis to check the stakeholder requirements of the project and of the existing process to identify changes or improvement in the process for better results.
• Responsible to import data or running reports from existing Business Objects system and understanding the needs of those reports and suggest of they are required.
• Was involved in the creation of test cases of reports and at a step level activity and validated with the step within the team before summiting for a sign-off to stakeholders and IT team
• Validated SQL queries to filter data for reporting and Performed Data mapping and report creating steps in MS Visio.
• Analyzed the data collected and process maps to determine the root causes and identify opportunities for new reporting parameters and also eliminating duplication of work.
• Worked with IT managers to translate business needs into system requirements and made sure that technical team in offshore understands the requirements and went of calls every week for updates.
• Phase wise parallel one week reporting was done in each line of business when new system was aligned in deployment stage and change / challenges was managed according to the BRD.
• Documented the entire reporting process and took final sign-off from all the business heads.

Confidential

Role: Business Planning and Management Analyst

One of the largest insurance company around the world, I was one of the senior analyst in the team doing high level analysis, Process improvements, assisting project teams, standardizing reporting, migration of any system, process and rollout plans processes, Forecasting workload, manpower calculations and planning

Roles and Responsibilities:

• Daily reporting of Executive Summary Report for previous day which gives performance level report for all process's across organization.
• Long term demand forecasting of volumes for seven different insurances processes with approval of client's on resources requirements and tactical planning done on the monthly/weekly basis if there is a huge variances in the forecast.
• Designed Predicted vs. Actual or GAP analysis report for all the forecasted parameters like workload, resources, time estimates to help track variances on monthly and YTM basis across sites and help key stakeholders for business decisions.
• Calculating manpower requirements for project team new or existing special projects
• Access the impact of lone manpower to different teams for maintain SAL's
• Scheduled special trainings for loaned manpower for special projects in organization.
• Built multiple what-if on resources requirement scenarios for project team to understand the requirement on PERT and created benefit release plan to meet targets identified by the client
• Created or updated existing process maps in Visio and documented process to understand risk and benefits of process integration.
• Combine five different processes into two by looking at the product mix of the process and by increasing the productivity of the staff and reducing the idle time in the process which leads to improve in the overall service levels and seat utilization with benefit delivery of 5
• Subject Matter Expert for Process flow software which records transaction level details along with time information for multiple process.
• Standardized capacity reporting between different sites by providing standardized templates and calculations which lead to better understanding of resources requirement and reporting parameters to stakeholders.
• Representing Business Planning team for all data crunching and reporting requirements through PL SQL, MS Access for McKinsey and Dhpconsulting for increasing company's productivity.
• Attended Pilot training program on AVAYA, Bluepumpkin, QM and Variant Viewer in UK to migrate on to new telephony system.
• Created UAT testing plans and conducted training across process's for new telephonic systems.

Achievements:

• Nominated for Systematic Workforce Planning Professional Certification program 2 years in a row

• Travelled to United Kingdom for migration process and knowledge transfer of capacity planning.
• Multiple Star of the Quarter Award achieved consistently for being recognized as the top performer on the Prudential Business Analyst team.

Confidential

Role: Reporting and Workflow Analyst

Confidential is one of the fortune 500 companies in the world for selling PC, Laptops etc. I was in selling environment where our process was making sales over the chat, phone and websites. My responsibility was to guide workflow team for SLA 's, raise tickets in case of technical problem and follow up, sales reporting, forecasting workload and capacities process according,Create change documents for website as per feedbacks.

Roles and Responsibilities:

• Developed agent level Call mix based sale report of the architects to alien their individual targets as per workload they have handled which helps the team leader to identify the performance level of their agents.
• Representing HP-sales Analyst team in the Client Management every week call pertaining to variances in the planning along with business justification and improvement measure and discussing any upcoming foreseen or unforeseen event related to business that could hamper performance of the process
• Established team of four real time analysts to monitoring the Queue on various parameters like Average handling time, Absenteeism, Schedule adherences and manage Real-time Breaks and report performance level every two hour to the operations team to understand and take corrective measures to improve the performance level
• Business continuity plan structure created by taking under considerations best practices from different process to ensure in business continuity situations of natural or social calamities there should be proper channels of communication to all the internal and extern stakeholders for invoking BCP provisions
• Responsible and coordinating with HR finance team and business head for cost of sales incentive to be paid out on the floor by keep under consideration the budgets allocated for it and constantly changing the policy as per trend and the targets set by the client on month on month basis
• Responsible for identifying the training requirements of the team members a vis. the process and individual up-skilling by looking at the skill based sales reports
• Excellent Knowledge of Avaya CMS Software and generating customized reports for the floor with respect to call handling and abandoned rate
• Made a report to drive the existing capacity of the floor that gives information of idea time at Agent level, Team level, Manager Level and its capacity utilization variances using Excel Avaya CMS

Achievements:

• Best performing team leader for the of Nov'07
• Attended Six-sigma Green belt training for the process to identify improvement opportunities.

Confidential

Role: Executive Management Information Analyst

My responsibility was use technical skill like PL SQL and MS access to create reports/dashboards for stakeholders, assist Project Manager for any report and scheduling training related activities

Roles and Responsibilities:

• Daily,Weekly and Monthly Dash Board to stakeholders.
• Standardized reporting structure of the Delta process across sites bench marking them against the outsourcing industry standards
• Scheduling agents on the floor for training by identify the idle time in the queue and for back-office creating new schedules
• Developed a report that calculates the login time and overtime that had ensure that we do not payout any staff that has not completed their target hours for the week. Which helped in reduce the overtime expenses and created a process in which where reporting team will authorize the overtime in the process looking at the workload and overtime required in the team.
• Dashboard reporting structure created and reporting at a site level resources like FTE's , seats and its availability
• SLA monitoring process was put in place to track SLS's at interval levels and find proper reasoning in place for missed SLA's and incorporated actions in future planning