About me

Business Process Leader (Oct 2016 - Dec 2022)

Conducted business analysis, including functional and non-functional requirement gathering (BRDs/FRDs), gap analysis, and post-implementation support for projects across NA, EMEA, and Asia regions, ensuring timely delivery and 95% alignment with stakeholder requirements using Agile and Waterfall methodologies.

Collaborated with process SMEs and stakeholders to identify automation opportunities in customer-centric workflows, enhancing user satisfaction and aligning with organizational goals for efficiency and scalability, resulting in a 30% improvement in operational efficiency. 

Facilitated requirements walkthroughs to secure approvals and support successful UAT.

Developed ‘as-is’ and ‘to-be’ process models for 30+ workflows using tools like Visio and Draw.io, driving process optimizations that reduced processing times by 20%.

Delivered data-driven insights and SQL-based analyses that improved key performance metrics, supporting ongoing process optimization through monthly reports and quarterly presentations for senior management.

Created and presented comprehensive dashboards to track project progress and resource utilization, ensuring transparency and informed decision-making.

Facilitated QA testing for feature updates, coordinated user training sessions, and provided ongoing post-implementation support to ensure seamless adoption and usage.

Participated in diverse customer-centric projects utilizing Robotic Process Automation (RPA) tools such as ERP, CRM, CIS, SAP, and Citrix, achieving operational efficiency gains of up to 20% and significantly improving response times for customer support processes.

Utilized Salesforce and Freshdesk to manage West Zone fulfillment teams, overseeing recruitment, performance management, and scheduling to drive operational efficiency and team effectiveness.

Designed and implemented training programs, optimized workflows, and managed rostering to enhance fulfillment processes in a hyperlocal delivery startup later acquired by Zomato.

Oversaw customer service and restaurant data management, including menu sanitization and categorization. Led the launch of restaurants on the app, handling queries from customers, merchants, and delivery drivers to ensure smooth operations.

Led team operations and set priorities aligned with organizational goals. Conducted performance analyses, developed KPIs, and delivered targeted training, significantly improving team efficiency and customer satisfaction.

Provided customer service and technical support across call, chat, and email channels for a leading British telecom and media company. Managed billing, retention, and technical queries, including back-office operations to ensure efficient customer services.

Supported and trained new agents, offering guidance and expertise to enhance their performance and integration into the team.

Business Analysis Foundations: Business Process Modeling 📜 

Business Analysis Foundations: Competencies 📜