Business Analyst Resume

SUMMARY:

Demonstrated ability in transformation of passport services from manual to online mode by reducing the overall service time and increasing the customer satisfaction.
Contributed to requirement gathering, documentation, decision making and successful implementation of processes by collaborating effectively with business and technology partners.
Proven skills in data analysis and presentation with effective use of various business techniques such as advanced Excel (Pivot and Vlookup), Microsoft Visio and PowerPoint.

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst

Responsibilities:

Managed quarterly Service Level Agreements (SLAs) of the project through regular monitoring of reports and follow up with teams at different locations that resulted in raising project bills on time.
Performed analysis of the passport process flow and suggested ways to reduce the overall process time by 10% which impacted 77 passport offices and 12 Million citizens annually.
Analyzed processing errors, identified reasons by discussing with teams and observing patterns, suggested multiple ideas to reduce them that resulted in minimizing the errors by 6%.
Gathered requirements, interacted with both internal and external stakeholders, prepared documents, ensured process implementation across various locations, monitored challenges and escalated risks throughout the project life cycle.
Presented project performance to prospect clients from different countries including UK, Singapore and Uganda for increasing the scope of the project.
Analyzed raw data, prepared daily, weekly, monthly and quarterly reports through automation and shared useful information with senior management for significant decision making.
Documented both quantitative and qualitative project highlights and published the crucial information with all the stakeholders every fortnightly for regular project updates.
Conducted exploratory research analysis and carried out survey to ensure optimum utilization of appointments released to meet one of the project objectives which resulted in increasing the client volume by 12%.
Successfully implemented production changes throughout the transformation process of the project in a very dynamic environment to improve the processes and reduce the costs.

Confidential

Customer Service Manager

Responsibilities:

Managed one of the 77 passport offices in India with the team size of more than 25 people along with administrative and accounts executives delivering passport services to customers.
Successfully liaised with government staff from Ministry of External Affairs (MEA, India) to execute the Public and Private Partnership (PPP) project of Central government and TCS to ensure smooth and transparent service delivery to applicants.
Provided regular trainings to the team, ensured successful implementation of process changes, managed crowd during peak hours, handled escalations, resolved day to day conflicts, etc.
Achieved 98% customer satisfaction through error-free processing, giving personal attention to applicants, empathizing and redressing grievances.
Managed absenteeism of staff by introducing open leave calendar, provided equal opportunities to everyone through monthly rotation and engaged them at workplace by organizing fun activities.

Confidential

Business Support Manager

Responsibilities:

Joined as a Marketing officer (contractual) and achieved 5 promotions during the tenure of 5.5 years.
Gained experience in various banking fields such as selling accounts and investment products such as insurance and mutual funds, managing cash counter, servicing clients visiting to the bank, attending phone calls, generating statements, operating ATM machine, etc.
Managed a team of 15 Customer Service Executives (CSEs) to meet the service delivery standards and revenue targets through selling of insurance and other investment products.
Conducted visits to High Net worth (HNI) clients to close high value cases and contributed almost 20% to total annual targets of the team.
Arranged regular training programs, launched exciting contests offering incentives and certifications and organized motivational sessions for the better performance of the team.

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