Senior Business AnalystÂ Resume

SUMMARY:

Desiring a Business Analyst position with Company that will utilize my master’s degree and project management expertise in high value projects that focus in meeting the company goals. An opportunity to effectively use my project management training knowledge and continuously hone it through exposures on high value projects.

PROFESSIONAL EXPERIENCE:

Confidential

Member Services Business Analyst

Roles and Responsibilities:

Initiate and Lead Projects that automate processes in the credit union for efficiency.
Show sufficient knowledge in cards domain and using IBM mainframe and other systems for proposed enhancements.
Conduct process analysis and recommend process improvements to management for cost saves and error reduction
Project Lead for lean six sigma projects pertaining to error reduction, efficiency and process improvments in the credit union.
Ensure effective communication and execution of projects and initiatives within the Contact Centre
Involve in organizing and developing business cases projects that aims towards profitability and cost saves
Involve in requirement gathering and working with IT teams to translate the business requirements into technical designs and deliver system enhancements for Contact Center specific developments
Involve in creating user acceptance test scripts related to audit controls for the banking applications used by the company
Involved in implementing Six Sigma practices to improve processes and standards to help in minimizing or eliminating defects

Confidential

Senior Business Analyst

Roles and Responsibilities:

Involve in communication and execution of projects and initiatives within the Contact Center which includes analyze, define, create and gather requirements from key business stakeholders
Involve in organizing and developing business cases projects that aims towards profitability and cost saves
Led Projects using Six Sigma Lean, Waterfall and Agile Framework.
Define/initiate projects and assign Project Leads to manage cost, schedule, and performance of component projects
Work with project key stakeholders and SMEs to identify, enhance and monitor key business operations to support efficiency/delivery (Service Level Agreements) and stability of systems
Develop and document standard process and documents for contract management and processing related to the Contact Center.
Create Use Case Diagrams, Story maps and Data Flow Diagrams to provide the technical team with a better view of the requirements
Involve in creating user acceptance (UAT) test scripts/test cases/test scenarios based on business requirements
Assist in user acceptance and integration testing and serves as a liaison between the end user and development team
Track project timeline including team schedule, key activities, defects and milestones which are being reported through regular meetings witk key stakeholders
Involved in implementing Six Sigma practices to improve processes and standards to help in minimizing or eliminating defects

Confidential

Customer Experience Assistant Manager

Roles and Responsibilities:

Lead existing projects and initiatives for CSAT that covers other metric - specific activities
Produces management information and recommends solutions and support operations to improve effectiveness, quality, timelines and over-all Customer Satisfaction to achieve business goals and objectives
Monitors customer satisfaction levels and prepares/implements action plans to improve satisfaction levels
Initiates and conducts trend analysis to identify varied operational issues to address areas for improvement to meet excellent customer service.
Provides support and recommendations, enhancement and changes to current policies and procedures to ensure effectiveness within the department.

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