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
Technical Skills
HP Quality Center (Defect Management), HP Service Center (Ticket Management)
Creately UML (Use Case Diagrams), Mock-up Designs, Flow Charts
SharePoint 2010 (Issue Management), MS Projects
Microsoft Office Tools (Visio, Excel, PowerPoint, Word)
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
Role: Business Development Lead and Analyst, 11/2013 - Current 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.,
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
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
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
Role: Product Support Specialist, 01/2009 - 07/2016 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.
Subject Matter Expert & Project Leader, 05/2006 - 2009 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.
Technical Support Executive, 05/2005 - 04/2006 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
Master of Science: Software Engineering, Expected in 2007 - Annamalai University - Chidambaram, Tamilnadu GPA:
Bachelor of Science: Computer Technology and Applied Sciences, Expected in 2005 - 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)
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