SUMMARY

• I have grown in the industry with ten years of experience possessing strong knowledge of Quick Service Restaurants, POS Layout maintenance, New Generation Kiosk set up and deployment, Data management for Restaurants(Fast food), Business analysis, Risk analysis.
• Working towards increased customer confidence and company's credibility, to improve work processes and efficiency, and to enable a company to better compete with others
• Expert in business process engineering, analysis, design, development, testing and implementation on software applications like RFM1 and RFM2 (Restaurant File Maintenance applications)
• Good understanding on working on Application support, Customer support, testing, deployment and integration for Restaurants and working towards organizational excellence.
• Knowledge of OS platforms like Windows Server 2003, Windows Server 2008, Windows Server 2008 R2, Exchange server 2010, Windows 7, Java, Citrix and Oracle.
• Good understanding of SLA based services, Incident Management, Problem Management, Change Management, and Release Management.
• Experience in Testing and provide solutions to the users while working closely with the development teams and support teams.
• Knowledge of agile methodology, Visio, MS Office.
• Extensive experience to analyze and document business requirements and functional specifications.
• Proficient in creating Demands, Use Cases, Sequence Diagrams, Collaboration Diagrams, Task Diagrams, Flow Charts, Activity Diagrams, Class Diagrams, Business Intelligence Tools etc.
• Creative abilities and capable of forming and maintaining positive and productive team environments.
• Excellent Analytical Skills in Data Mining, Performance Management and Project Management to support strategic planning, goal setting, strengthen accountability, enhance decision making, and improve customer service.
• Knowledge of Mortgage Loan Servicing, Loan Origination, Credit Cards and Banking Industry.
• Effective time management skills and the consistent ability to meet client deadlines.
• Excellent project management skills and proficient in using MS Project.
• Experienced in writing complex and technical reports for a varied high caliber audience.
• Excellent communication, analytical, interpersonal, and presentation skills, expert at managing multiple projects simultaneously.
• Taking care of project timesheet, beeline.
• Expert in taking care of issues and risks.
• Facilitation, development and management of operations processes & procedures consistent with best in class support service offerings.
• Ensuring operational readiness within the support delivery teams as their primary advocate
• Develop and validate staffing and process impact assessments associated with all change within the delivery units
• Fostering collaboration and driving consensus within the global support delivery community
• Fair knowledge of Digital Marketing
• Analyze Business Unit performance and suggest corrective and innovative approach to improve KPI performance
• Understanding of revenue generation of assigned process and span and achieve the desired Efficiency and productivity as per targets.
• Knowledge for achieving desired client KPI’s throughout and aligns team to deliver the desired results. functional experience - Quick Service Restaurants and Customer Care business experience, Call Center Technologies - NICE, CISCO, Avaya
• Stakeholder management with metric-driven approach to operations

TECHNICAL SKILLS

• Windows Server 2003
• Windows Server 2008
• Windows Server 2008 R2
• Exchange server 2010
• Windows 7
• Service Now
• Juniper
• MOVEIT
• SMART
• Utilities: MS Office
• MS Project
• MS SharePoint
• MS Outlook
• Java
• .Net
• XML decoding
• Citrix
• Information Cisco Routers and Switches
• Network Monitoring for Server and Storage.

PROFESSIONAL EXPERIENCE

Confidential, Oakbrook, IL

Senior Business Analyst

Responsibilities:

• Work closely with Business partners, stake holders, owner operators, MCOPCO (company owned stores), Operation Technology Mangers (OTM’s) to gather and document the requirements.
• Gather the details from the client and various markets within US and understand them thoroughly and presenting / sharing them with the RFM - Restaurant File Maintenance team - (IT consultants’ team) to set up and make functional, technical specification and testing the final product (menu item).
• Manage project within a geographically distributed network of McDonalds stores, coordinating hardware/software staging, installation and support for POS/ Kiosks/ Mobile Apps.
• Verification and Validation of the product - In today’s highly regulated restaurant business, stringent guidelines rule the process of testing and regulatory submissions. Hence I am involved in Verifying, Validating and ensuring that a product is set up and configured as per market requirements.
• Job included creating a demand and working on its scope with preparing documents, business process models, case diagrams and chart programs.
• Perform GAP and risk analysis of existing system and evaluate benefits of new system.
• Work closely with Test Analysts/Managers to ensure their understanding of the requirements, review test cases to ensure completeness and provide consultation during test execution.
• Validate technical /software designs created by IT developers against functional specifications by performing extensive testing before a product is introduced in the market and providing solutions.
• Solving business challenges with the help of technology and process knowledge and helping stores to have the menu items ready for promotions by soft sell dates.
• Identifying the opportunities and needs of the clients and align them with organizational objectives to achieve growth and revenue generation.
• Working with 3 party vendors for writing descriptors and captions for the menu items.
• Liaoning with creative services team to obtain images for the products for POS, KIOSKs and Mobile apps.
• Taking care of Happy Meals Toy Changes every 15 days and making sure the happy meal toys changes take place for all 14k stores.
• Taking care of the communication to be sent out to the market once the product is set up in system and is ready for stores.
• Create Process Flow and Use Case diagrams
• Reviewing Business/Functional requirements, Technical Specifications and Screen flows of the application
• Responsible for thorough testing of the products, configuration changes including parameters and its values through XML.db files.
• Maintaining trackers and creating SOP’s and Manuals.
• Taking care and implementation of Charity and Fundraiser keys.
• Involved in getting the stores on foreign currency conversion for Canadian dollars and Mexican Pesos.
• Working closely with OTM’s on sale of a store from one owner operator to another and assisting in ownership changes.

Confidential

Business Analyst

RESPONSIBILITIES:

• On joining AMEX I began working with Corporate Program analysis Team and was accountable for driving the Confidential value proposition for Global Commercial cards.
• Leading the enhancement of the Confidential value proposition through consultation and optimizing online service solutions thereby exceeding customer expectations, strengthening client relationships and also driving savings for the company.
• While working on this project, I was responsible for Triaging, Incident solving, new feature development, enhancements.
• During my tenure in Amex I was also taking care of Queue/Mail Management: Queue Management - Service Requests (SRs), Level 1 emails/ Level 2 emails.
• Providing solutions and implementing changes to corporate programs and corporate card related policies regarding corporate card payments, queries, applications and issues.
• Managing middle market and large market accounts.
• Played a vital role in launching various Co-Brand cards.
• Taking care of the corporate needs in terms of MR (Membership Reward) Points.
• Formulating plans for continuous growth of corporate cards products for different sections of the market.
• Targeting and keeping a low spend audiences.
• Responding to Corporate Administrator (end user) emails and handling escalations and directing teams to prioritize service request processing.
• Handling Pending Incidents and working on them with help of various teams for successful closure avoiding escalations and ensuring to update corporates every 2nd day in case any incident is pending.
• Target issues related to process, administration and day to day activities.
• Complete quality audits every month.
• Handling presentations with new potential clients and providing solutions and benefits of adopting corporate card program.
• Review of incidents to ensure adherence to Quality Parameters and Process.
• Tracking day to day Productivity / spend of the corporate and implementing measures for improvement.
• Helping set up a 24x7 customer care and card delivery team for the corporate card holders.
• Set up a dedicated corporate card customer care and servicing team for corporate card members who travel.
• Dealing with the Program Administrators/CFO/Account Managers of the major corporates and servicing/assisting them on the individual as well as bulk requests.
• Liaoning with different banks for the payments to be applied on the card accounts for the corporates.
• Working closely on emergency application processing and coordinating with vendors till the time the corporate cards are delivered to the card members.
• Personal accountability on all the major follow ups for payment allocation via: Cash Receipts, Deposits and Payments, Funds Transfers, Remittance, DD /Cheque Payments, online payments, Cash Balancing
• Co-coordinating with clients and provide support over phone, emails & one-o-one in-person with solution to corporate card related queries and building client relationship along with generating revenue and upselling various products and providing information to the members regarding their accounts.
• Improving customer service based on client feedback through the development of new policies and procedures
• Responsible for rectifying the pending issues with the customers and with the corporate
• Responsibly took care of the call backs to the corporates, if account manager is not able to handle the issues effectively ensuring service recovery call to the corporates to ensure their queries are resolved.
• Maintaining the documents and SOP’s for different implementation.
• Conducting webcasts and meeting with corporates and stakeholders to understand and design programs for different corporates of different sizes.
• Maintaining compliance and integrity.
• Work closely with sales and implementation team for new accounts set up analyzing and measuring the risk factors involved.
• Managing risk analysis and identify corporate’s potential, yearly spends/income, credibility in the market and risk of issuing high credit lines.
• Maintaining the gross margins of the process
• Controlling penalties paid to the customer
• Attrition Management
• Weekly check on the health of the project
• Maintaining Dashboards

Confidential

Business Analyst

RESPONSIBILITIES:

• Interact with client to understand the changing business needs & further process improvements.
• Handling of day to day challenges & updating to teams to avoid escalations.
• Share of Process Updates/ discuss daily developments with Team Leaders.
• Coordinate with Operations teams and r/Support to ensure smooth operations.
• Review Reports and do trend analysis to identify gaps.
• Assess Quality of transactions in assigned programs.
• To prepare and effectively implement process related documents as per standards & certifications. (SOP/WI/Guideline/Formats) and update, maintain records.
• Well versed knowledge about Mortgage Banking, Loan Processing, Loan Origination and loan documents like Payoff Statement, HUD1, Note, and other Docs related to Mortgage.
• Discussing customer’s query for their mortgage on one to one basis.
• Making outbound calls to the borrowers/customers related to the mortgage account.
• Providing financial solutions to customers for loan due for more their payments and providing adequate assistance to them.
• Also helps in resolving borrowers’ queries.
• Also did Skip Tracing to trace out the delinquent borrowers and arrange the payments from them.
• Assisting customers on more than one payment pending and providing workouts before Foreclosure proceedings.
• Managing client performance reviews and internal production/quality reviews with account management team.
• Ensuring highest levels of integrity and security for both client and internal data as prescribed under Information Security Compliance standards
• Overseeing process improvement initiatives through system changes, process re-alignment & performance management.
• Identifying avenues of new business with existing engagements helping increase the organizational revenues
• Creating & implementing workflows to facilitate structured support in all areas and issues