Project Customer Service
Resume:
Rahul
Addala
Address:
Shore
Dr,
Commerce
Township,
Michigan
-
48382
Cell:
Expertise
Experience
working
as
Business
Systems
Analyst
in
Health
Care,
Financial
Service,
Retail,
Printing
and
•
Integration
industry
Experience
in
creating
and
maintaining
the
requirement
definition
documents
that
included
Business
•
Requirements
and
Functional
Requirements.
Experienced
all
the
phases
of
SDLC
throughout
the
project
life
cycle
in
the
Rational
Unified
Process,
•
Waterfall
&
Agile
environment.
Experience
in
capturing
User
Story
&
translating
User
Story
into
Business
&
Functional
Specification.
•
Conducted
and
documented
Teradata
ETL
Functionality
Analysis
for
Mainframes
&
Data
warehouse.
•
Innovative and Creative Facilitator with Team Leadership and Team-Building Abilities, able to work
•
independently or as a team player meeting stringent business deadlines in cross-platform
environments.
Experience
in
creating
innovative
UI
screens
to
meet
Functional
design.
•
Developed
System
Designed
Specification,
and
Systems
Requirements
Specification.
•
Highly
analytical
in
developing
methods
and
measures
to
meet
requirements
and
solve
any
issues
that
•
arise
during
the
project.
Experience
in
designing
Technical
Architecture.
•
Strong
understanding
of
XML
integration
•
Proficient
in
creating
UML
&
Data
Flow
Diagrams.
•
Extensive
use
of
UML/RUP
for
modeling
views
in
MS
Visio
•
Experience
in
customer/client
interaction,
deep
understanding
of
business
systems
functionality
and
•
technicality.
Conducted
requirement
analysis
techniques
such
as
Business
Process
Automation,
Business
Process
•
Improvement,
and
Business
Process
Re-
engineering.
Held
client
satisfaction
meetings
and
analyzed
the
alpha,
beta
testing
results.
•
Involved
in
maintaining
Test
Matrix,
Traceability
Matrix
and
performing
GAP
analysis.
•
Experience
in
writing
Test
Plans,
Test
Scripts
and
tracking
Defect
Logs.
•
Motivated
self-
starter
with
exceptional
team
building,
leadership,
and
interpersonal
skills.
•
Technical
skills
and
tools
Business
Modeling
Tools
MS
Visio,
Enterprise
Architect,
UML,
Rational
Requisite
Pro,
IBM
Websphere
Methodologies
SDLC,
RUP,
JAD,
80-
20
Rule
&
Pareto
Charts.
Operating
Systems
Win
95/98/2000/XP/Vista,
MS-
DOS.
Office
Tools
MS
Excel,
MS
Word,
MS
Power
point,
MS
Project.
Professional
Experience
Blue
Cross
Blue
Shield,
Detroit
-
MI
Mar
2013
–
Present
Process Analyst – Continuous Improvement Unit
As a result of Health Care Reform in United States, Blue Cross Blue Shield is expected to redesign internal
Claims, Underwriting, Billing, and Customer Service Processes that impacts the SHOP (Small Business) and
IBU (Individual Buyers) customers. The Health Care Reform requires BCBS to establish integration with
Health Insurance Marketplace (HIM - Government website). Continuous Improvement Unit (CIU) of BCBS
is Mapping Current State & Future State Business Processes to design Framework that is necessary to
establish successful integration between BCBS and HIM.
Facilitated JAD sessions to capture current state & future state cross-functional business processes.
•
Documented Value Stream Mapping of the key Business Process Changes.
•
Discovered fundamental scenarios of Production Failure.
•
Recommend Mitigation Strategies in the event of Production Malfunction.
•
Documented Business Impact Matrix as a result of HIM implementation & Production Malfunction.
•
Conducted GAP Analysis & evaluate the gravity of Impact.
•
Designed framework that Business Readiness team will need to inculcate Business Process Changes
•
at Desk Level.
Limited
Brands,
Columbus
-
OH
Oct
2012
–
Dec
2012
Technical Consultant
Limited Brands owns Victoria Secrets & Bath and Body Works. Spamhaus is an international Non –Profit
organization that monitors emails spam activities. Limited Brands is recently listed by Spamhaus. End-to-
End email trace project focused on internal investigation to trace defects across email various repository
systems of Limited Brands.
Documented data model diagrams that captured data flow via various tables in VSD Mainframe and
•
VSD Data Warehouse.
Designed Visio Value Stream diagrams to capture customer transaction data flow from Limited
•
Brands POS/Direct to Customer Data Mart.
Documented the Teradata ETL process of the EDI environment between various systems involved in
•
capturing and maintenance of the VS and BBW customer emails.
Captured inbound and outbound data flow between Experian/CheetahMail with Limited Brands.
•
Documented End-to-End customer data flow of Victoria Secret, Bath & Body Works Point of Sale
•
store, online portal, and call center.
BMW
Financial
Services,
Columbus
-
OH
Feb
2011
–
Oct
2012
Business System Analyst
BMW eContracting Rollout project transformed the customer experience of purchasing vehicles. The goal of
the project is to present customers ability to eSign vehicle contracts. Customer is presented with the contract
document on Ipad/Desktop computers. This cuts the process of dealership manually mailing the vehicle
contract package to the BMW Financial Services Headquarters. BMW eContracting dealers across the nation
transmit entire documentation to Headquarters electronically in minutes.
Met the client groups to determine user requirements and goals.
•
Developed standard processes and created Business & Functional Requirement Documents.
•
Conducted JAD sessions involving the BMW Legal team and dealer service vendors (ADP &
•
Reynolds) to gather Functional Specifications requirements.
Captured User Story from end users of eContracting product
•
Translated User Story into Functional Specifications
•
Conducted Gap Analysis and document Project Requirements.
•
Conducted UI Analysis to provide the end user simple and efficient eContracting screens
•
Used Microsoft SQL Server to retrieve dealer statistics to assist Cost Benefit Analysis.
•
Followed UML based methods to develop Use Case and Activity Diagrams.
•
Remotely accessed ADP & Reynolds test environment to build eContracting deals that simulate
•
dealer’s production environment.
Conducted XML Mapping to minimize coding risk.
•
Designed Test Plan Document to schedule test functions on weekly basis.
•
Prepared Usability Reports based on team discussions and created Regression Test Cases.
•
Used BMW Platform Infobahn to replicate the dealer experience and conducted UAT.
•
Performed Testing in Various environments via CITRIX (Dev, Test, Prep, Prod) to make assure the
•
product meets the standards expected by Business.
Used Quality Center to Develop Test Scripts & assigned tickets to development team during UAT.
•
Maintained defects log in the Mercury Quality Center.
•
Truncated the time taken to release the finances for the BMW dealership from BMW Financials
•
headquarters by an average of 2 days.
Standard
Register,
Dayton
-
OH
Sep
2010
–
Feb
2011
Business System Analyst
Touchtown Print to Standard Register project intended to provide Touchtown users ability to print activity
calendar via Touchtown website by using Standard Register shopping cart.
Collected and documented Business and Functional Requirements.
•
Facilitated cross functional requirement gathering secession during the inception phase in order to
•
forecast potential constraints that project can face to integrate PRISM and Smart Works systems.
Conducted Gap Analysis and designed current flow and future flow swim line diagrams to
•
comprehend high level business process changes.
Analyzed
requirement
document
to
identifying
ambiguous,
incomplete
and
incorrect
requirements.
•
Used
MS
Visio
to
create
Process
Flow,
Use
Case,
Sequence
&
Activity
diagrams.
•
Used
JAD
(Joint
Application
Development)
methodology
to
construct
Communication
Bridge
between
•
Businesses
as
well
as
the
IT
wing.
Gathered
the
Supply
Chain
&
Reporting
requirements
to
rout
seamless
shipping
process.
•
Involved
in
modeling
of
the
business
and
application
using
Rational
Unified
Processing
(RUP).
•
Used
IBM
Websphere
commerce
templates
to
design
the
shopping
cart
UI
functionality.
•
Presented
the
shopping
cart
UI
&
Functionality
to
the
Business.
•
Extensively
worked
with
quality
analysts
to
make
sure
that
the
functionality
meets
requirements.
•
Worked
with
the
development
and
business
unit
to
assure
that
the
Test
Scripts,
Configuration
and
•
Change
Management
Plan
matches
the
business
requirements.
Assisted the development team during the second and third iteration using the RUP model.
•
Made presentations to the stakeholders to DEMO the project enhancements and business process
•
changes post UAT.
Fred Finch Youth Center, Oakland - CA Feb 2010–May 2010
Process Improvement Intern
Operations Process improvement project aimed to reduce the operating cost of the firm by allocating more
assignments to current associates as Fred Finch went through organizational restructuring. Key component of
the project was to assign traceability matrix across cross-functional divisions in order to trace accountability.
Project required presentation of new process to CFO for approval and implementation.
Analyzed key processes to present the management with information flow bottlenecks and
•
recommend process improvements to improve cycle time and curb expenses.
Developed productive analysis and recommended the CFO in organizational resource reallocation
•
Reviewed the Profit and Loss executive reports.
•
Updated management with Control Gate Reviews.
•
World Vision, South Africa May 2008-Aug 2008
Business Consultant, Operations
Operations Improvement project aimed to overhaul the cross-functional process across Procurement,
Operations, IT, HR and Marketing. The new processes were designed to trace accountability and curb
redundancy of work. Presentations were made to the Senior Management Committee for approval.
Interviewed managers of Procurement, Finance, Operations, IT, HR and Communications to
•
eliminate redundancy and establish accountability.
Developed chain of flow in the procurement division to improve cycle time and accountability.
•
Designed Pareto Charts based on 80-20 Rule to classify key bottlenecks.
•
Designed Microsoft Visio value stream maps with pivot diagrams and wireframes.
•
Created Work Breakdown Structure to monitor project scheduling.
•
Performed Capacity Planning adhering to Just-In-Time principles to avoid Stock-Out and Overstock.
•
Trained IT employees to design Visio Flow Charts and ass wireframe to existing processes.
•
Designed 24 cross-functional processes across, IT, Finance, Operations, HR that reduced duplication,
•
time cycle and expenses.
ICICI Bank Ltd, Mumbai, India Oct 2005 – Dec 2006
Intern Analyst
ICICI bank is one of the fast growing banks in the world. It’s the Second largest bank in India. Venture
Capital division of ICICI Bank conducted feasibility test of expanding the ICICI Bank’s operations into
Caribbean Island. As an Intern I conduction various micro and macro level analysis to understand if ICICI
bank should venture into Caribbean Island. The results were presented executive team
Conducted Equity Research on Venture possibilities for ICICI Bank in the Caribbean Islands.
•
Obtained relevant statistics through Trinidad & Tobago embassy on bilateral business
•
pattern/prospects.
Prepared comparative analysis of venture possibilities & investments opportunities between India &
•
Caribbean.
Forecasted the investment an increase in the trend from Caribbean in the eventuality of increased oil
•
trade of Iraq with Americas.
Sunnybund Consulting, Shanghai, China June 2005 – Sep 2005
Business Intern
Sunnybund is a market development and brand maintenance consulting company based in China. It provides
public relation services and solutions to its clients to multinational companies venturing into China.
Formulated proposals to promote Price Waterhouse Cooper’s HR Management software – Saratoga.
•
Designed a tourism promotion presentation for the city of Shanghai.
•
Prepared training material on “Crisis Response” to facilitate an in-house workshop.
•
Designed a curriculum on general knowledge of South Asian Countries as a subject in school.
•
Tested and maintained the Sunnybund website defect log.
•
Interacted with multinational companies entering Shanghai to promote Sunnybund’s consulting
•
ventures.
Lobbied with Indian Embassy to explore business possibilities between various Indian companies
•
Education
Master of Business Administration, August 2010: Golden Gate University, San Francisco, California Major:
Operations and Supply Chain Management.
Bachelor of Science in Business Administration, August 2007: Auburn University, Auburn, Alabama Major:
Finance.
Reference
–
Available
Upon
Request
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