Motivated Business Analyst with technical expertise and business acumen necessary to translate business requirements and objectives into scalable, highly resilient and successful system solutions.
Worked on implementing Interactive Voice Responsen(IVR) systems software solution in the form of Click-to-Call, Hold My Place & Callback feature for call centers to significantly reduce call abandonment rates & boosts customer satisfaction.
Spearheaded the requirements gathering, analysis and documentation for a critical upgrade to a client's legacy system to a virtual Call Center rooted in AWS (Salesforce, Lex, Lambda, Connect, EC2, S3) that increased upsell by 15%.
• Conducted requirements gathering for building multiple web/mobile platforms using AWS, Azure and Google Cloud.
• Developed Vision Documents showing quantitative/qualitative business case for the project sponsor & managed user stories.
• Developed process work flow for multiple functional & non-functional requirements utilizing MS Visio & Lucid Charts.
• Worked to manage multiple business rules and made updates in JIRA, Rally and Confluence product suite.
• Facilitated and developed draft UX/UI design using Balsamiq application.
Agile Methodology Projects: Built a messaging platform that allows multiple communication channels for a retail client including SMS, email, voice broadcast, social media blast all integrated into a single platform, and allows a single push to send out communication with their customers. The platform led to an increase in open rate for messages sent by 12 % and leading to revenue increase by 4% in 6 months.
��� Developed Epic & User Stories for building multiple features for the SMS, Email, voice broadcast and Social media.
• Grooming and sizing of the Epic & User stories for the features & iteration planning and release planning.
• Participated in daily stand-ups & led the demo sessions for different features built.
Business Analyst with responsibility to lead projects and provide analytical results for Financial and Inventory related projects.
Devised strategic methodologies to collect new data and design processes to effectively obtain existing data.
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