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role business development lead and analyst resume example with 15+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Career Overview
A software professional with over 10+ years of experience in the IT & ITES industry. Currently working as a Business Development Lead and Analyst for a start-up product with the ability to independently work on generating sales leads and managing them at various sales stages. Highly skilled in complex Business Process Analysis and Solution Design for diverse verticals like Life Sciences, Insurance, Retail, BFS etc., Seasoned Implementation Consultant of enterprise wide Project Management, Knowledge Management and Collaboration for verticals like Life Sciences, Retail, Manufacturing & Logistics, Communications and Consumer Goods Proven track of award winning six sigma projects to reduce Average Handle Time (AHT), Productivity Improvement and Call Quality Improvement for a Canada based telecommunications giant Proven successful in the areas of Project Management and Knowledge Management both in IT and ITES industries. Highly motivated to maintain cordial relationship with employees and across all levels of management. I consider myself as a professional with innovative ideas and critical thinking
Skill Highlights
  • Solution Selling 
  • Solution Design 
  • Business Process Analysis
  • Process Improvements
  • RFP/RFI response writing
  • Use case development
  • Requirements Gathering
  • Requirements Analysis
  • Software Development Life Cycle 
  • Project Management (Waterfall/Agile)
  • Case Study Writing
  • UI Wireframing
Accomplishments
  • Led solution design through solution implementation if clinical query management for a leading pharma company in US 
  • Honored with Associate of the year award, in the very first year of my tenure with Cognizant
  • Successfully transitioned business process outsourcing work from a Canada based leading Internet Service Provider (ISP)
  • Successfully implemented Six-sigma project to reduce Average call Handle Time (AHT) for an ISP technical support project. Approximately 10% reduction in AHT that had direct impact on revenue
  • Successfully implemented Six-Sigma projects to improve call quality that considerably improved compliance scores for an ISP technical support project
  • Independently created an entire knowledge base system for front line agent reference for an ISP technical support team
Professional Experience
11/2013 to Current Role: Business Development Lead and Analyst Cognizant Technology Solutions | City, STATE, USA India

Job Description: As a Business Development Lead, I am responsible for business development activities for a Cognizant Venture Product (WorkPort). Identify and work on business opportunities focusing on all verticals like Life Sciences, BFS, Insurance, Healthcare, Retail etc., Manage sales pipeline, Lead the Prototype Development, Requirements Gathering/Analysis, Solution Design, Lead Solution development and Implementation. RFP response, Manage customer expectations etc.,

This being a start-up venture within the organization, I have played diverse roles in this project that includes Project Management, Business Analyst and Product Owner

Job Duties:
  • Identify opportunities in the areas of digital transformation initiatives, Digital Employee Experience, Knowledge Management, Collaboration and work with customers along with partner channels to design solution and to position the product
  • Solution design aligning with digital transformation agenda at enterprise level, Corporate Intranet, Knowledge Management, Collaboration needs, business process automation etc.,
  • RFI/RFP response writing, customer presentations, product demonstrations
  • Execute and oversea pilot for agreed business scope and align with customer for benefit realization
  • Develop use cases by conducting workshops by understanding a wide range of business process from various verticals like Clinical Data Query Management, Clinical Site activation, Clinical Trial Management, Integrated Compliance Management, Direct Marketing Mail Campaign management, Back Office Management, Corporate Intranet, Enterprise wide Collaboration, Innovation management, Knowledge Management etc.,
  • Document functional/non-functional Requirements/user stories/epics for traceability
  • Managing multiple prototype development and product implementation working with a team of developers and architects. 
  • Provide detailed business process analysis for prototype and product implementations
  • Provide Effort Estimation based on complexity of functionalities and features
  • Manage detailed project plan and schedule for product implementations and prototypes using MS Projects
  • Lead Functional Testing and Participate in User Acceptance Testing (UAT) for product features and customer implementations
  • Successfully lead the implementation (Solution design to delivery of the solution) of Query Management Tool built on top of WorkPort as base platform to a leading Pharma company
  • Successfully executed pilots in Pharma Space, Insurance Analytics and on boarded customers to provide proof points on productivity gains
  • Below are notable Prototypes/Pilots/Projects I delivered during my tenure - All the prototype development has been done in agile mode where I acted as a product owner by prioritizing the requirements and managing customer expectations.
  • Clinical Data Query Management - Solution design thru Implementation and support This is a customization done on top of WorkPort platform for a leading pharma company. It is a validated system where we followed customer specified SDLC to ensure compliance
  • IT Security Vulnerability Management - Prototype
  • Operations Team's Project Funding Management - Prototype
  • Insurance Analytics Portal - Prototype
Achievements:
  • Successfully lead the implementation (Solution design to delivery of the solution) of Query Management Tool built on top of WorkPort base platform to a leading Pharma company  
  • Successfully executed pilots in Pharma Space, Insurance Analytics and on boarded customers to provide proof points on productivity gains  
Below are notable Prototypes/Pilots/Projects I delivered during my tenure - All the prototype development has been done in agile mode where I acted as a product owner by prioritizing the requirements and managing customer expectations. Product implementation for customers has followed customer specific SDLC processes.    
  • Clinical Data Query Management – Solution design thru Implementation and support This is a customization done on top of WorkPort platform for a leading pharma company. This is also a validated system where there are multiple documentation were produced for compliance
  • IT Security Vulnerability Management - Pilot  
  • Operations Team’s Project Funding Management - Prototype  
  • Insurance Analytics Portal – Prototype
07/2009 to 10/2013 Role: Product Implementation Specialist Cognizant Technology Solutions | City, STATE,
Job Description: Evangelization of the Project Management, Knowledge Management and Collaboration platform and co-ordinate with project teams across multiple verticals to ensure efficient usage of the application to increase compliance percentage of on-time deliverables and show productivity improvement. Handled enterprise level Project Management, Knowledge Management and Collaboration Platform Product implementation for large verticals in the organization like Life Sciences, Technology, Retail, Consumer Goods and Manufacturing & Logistics
 
Job Duties:
  • Conduct Project Management/Knowledge Management platform training by using Cognizant 2.0 platform (Waterfall/Agile)
  • Conducting Demo sessions and Walk-through of the platform to clients and internal users
  • MIS reports to ensure the compliance on various checkpoints to ensure efficient usage of the application
  • Coordinate with Projects across accounts to create case studies of best practices in Project Management and Knowledge Management using Cognizant 2.0 platform
  • Process Consulting and project management platform configuration for application maintenance and Application development projects within Cognizant and Client Engagements
​Achievements:
  • Honored with Associate of the Year award for 2009, in the very first year of my tenure with Cognizant for my innovative contributions to product implementation
  • Generated number of case studies showing productivity gains(approximately 10% to 15%) by doing proper project management and Knowledge management using the platform
  • Successfully anchored multiple account level and vertical level knowledge communities to foster Knowledge sharing and Collaboration
  • Have been a finalist for the Innovation award nominations for 2009
  • Nominee of Outreach Conclave awards 2009 from Cognizant 2.0 Outreach Council a social arm of Cognizant
  • Honored with Social Samurai award 2011 for being socially active over Blogs and Forums adding value to the community
01/2009 to 07/2016 Role: Product Support Specialist Cognizant Technology Solutions | City, STATE,
Job Description:  I was part of the team that takes care of the issues routed to the level 2 team for a project management and knowledge management platform with efficient work collaboration, Document/Knowledge Sharing, Forums and automated Project specific reports on compliance built using ASP .NET on top of SharePoint 2010.
Job Duties:
  • Supporting a web based application which is an end-to-end Project Management Tool which will take care of all types of application management and application development lifecycle tracking. Support involves
  • Incident management
  • Error/Issue analysis  
  • Stored Procedure analysis and correction
  • co-ordinate with global users of the application across Cognizant and it's clients for implementation of the application and fixing problems with the application and walk through of the application for configuration.  
  • MIS reports to ensure that top management is informed about the performance of the application and the Support Team.
05/2006 to 2009 Subject Matter Expert & Project Leader Sutherland Global Services | City, STATE,
Job Description: 
This is a project where our team was delivering ISP technical support for SMB customers based in Canada for a leading ISP. That involves troubleshooting of internet connectivity issues with single/network of PC and virus removal assistance. As a Subject Matter Expert designated as Project Lead, I was responsible business process analysis as part of six sigma projects to find gaps and suggest innovative improvement projects which shows direct benefits by reducing Average Handle Time (AHT) of Calls, Improve First Call Resolution (FCR) Percentage. I was also leading a Tier 2 team of 25 team members who manages the customer escalations from Tier 1 teams.
 
Job Duties:
  • Business Process Analysis to identify gaps and suggest improvement initiatives and related projects  
  • Strategic implementation of automation to achieve KPAs  
  • Drive Six Sigma Projects to improve the CSAT Scores sharing best practices across floor  
  • Lead the Tier -2 team that manages customers escalations by Providing Technical Resolution for Internet (DSL) issues, Voice Over Internet Protocol (VOIP) Issues, Internet Security, Wireless Internet Service, Data Backup Service, Web hosting services  
  • Managing Tier-2 team schedule
  • Managing Tier-2 team’s performance by publishing the KRAs of the Tier-2 Team
  • Publishing compliance report on efficient tools usage of all frontline associates (100+ associates) to the respective Team Leaders and the top management  
  • Perform live and side by side monitoring and coach the Tier-2 Associates.
  • Conducting daily, weekly and monthly reviews of all statistics and action plans with the team  
  • Analyze performance results and implement best practices. Training of new hires on any new Technology, Software and tools being introduced by the ISP

Achievements:

  • I have independently developed a Knowledge Base which is an internal website for the agents to refer for resolutions which is also used as an online manual – This was done as part of Six Sigma Project to improve First Call Resolutions (FCR)  
  • Created a ticket management tool to make the agents job easy using HTML and JavaScript, this was later developed as a full-blown application by the IT team with my guidance
  • Created a ticket management tool for Tier-2 which helps in getting the reports of Resolution percentage of the calls taken by the escalation team.  
  • Created a troubleshooting decision tree for all First line technicians to refer on the call to FIX the issues faster, easier and to maintain standard troubleshooting steps across the. – This was done as part of six sigma project to reduce AHT and improve call documentation quality  
  • Played a key role in the Six Sigma Green belt projects to reduce the AHT and improve quality. This initiative opened doors for an innovative idea of decision tree which was successfully implemented and benefits were stupendous.  As a result of the implementation, we were able to reduce the AHT by approximately 10% and tremendously improve the documentation compliance score
  • Played a key role at client location Ottawa, Canada, for a process improvement and transition program.  
  • Played a key role in the Six Sigma project to increase Ticket Quality and to increase First Contact Resolution.
05/2005 to 04/2006 Technical Support Executive Mphasis | City, STATE,
Job Duties:
  • Responding to Tech Support Calls for a US based ISP  
  • Making callbacks to the customers for courtesy  
  • Maintaining and publishing the teams KRA data to the Team Members and team leader on weekly and monthly basis.
Education and Training
Expected in 2007 to to Master of Science | Software Engineering Annamalai University, Chidambaram, Tamilnadu GPA:
Expected in 2005 to to Bachelor of Science | Computer Technology and Applied Sciences Coimbatore Institute of Technology, Coimbatore, Tamilnadu GPA:
Interests
Business Blogging, Playing Keyboard and Composing and Social service by engaging with NGOs for educating the poor
Skills
  • Business Process Analysis & Improvement
  • Presentation Skills (Product Demonstrations and Sales Pitches)
  • Requirements Gathering and Analysis
  • Project Management & Knowledge Management
Additional Information

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Resume Overview

School Attended

  • Annamalai University
  • Coimbatore Institute of Technology

Job Titles Held:

  • Role: Business Development Lead and Analyst
  • Role: Product Implementation Specialist
  • Role: Product Support Specialist
  • Subject Matter Expert & Project Leader
  • Technical Support Executive

Degrees

  • Master of Science
  • Bachelor of Science

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