Customer Service Project
Resume:
Anuj Tyagi 201-***-**** ********@*****.***
Client focused Senior Business Analyst with extensive experience in different domains. With a strong expertise in the Software Development Lifecycle (SDLC) and the Agile Scrum Methodology. Result oriented Joint Application Development (JAD) facilitator and meetings coordinator with excellent communication and interpersonal skills. Extensive experience in creating and documenting Business Requirements BRD, Functional (FRD/FSD) and Non-Functional Requirements (NFR) and System Functional Specifications including Use Cases and Swim Lane. Excellent experience in performing Business Analyst duties in gathering and documenting Web Based CRM systems and mocking up UI’s. Successful in translating Business Requirements and user expectations into detailed specifications employing Unified Modeling Languages (UML), drawing UML Diagrams, Activity Diagrams and State Diagrams. Well versed in creating Wireframes and Screen Mockups using MS Visio, Axure RP, Balsamiq and Mockflow. Experienced in assisting QA’s write Test Cases and Test Scripts. Excellent in conducting User Acceptance Testing (UAT). Strong presentation skills and interpersonal skills, in demonstrating new features to the business team and stakeholders. Strong in writing End User Training Manuals and performing End User Training for newly developed features. Experience in working with various departmental teams, developing interactive relationships with the Business and IT teams. Team Player, energetic, results-oriented, fast learner, excellent communication skills with strong research capabilities. Successful in becoming Subject Matter Expert (SME) for the IT team.
Key Skills:
Requirements Gathering
BRD Creation
FRD/ FSD Creation
Creating Screen Mock Ups and Wireframes
Facilitating JAD/ Brainstorming Sessions
Use Case and User Story Creation
Backlog, Sprint Planning, PBI Grooming
Scope Development
Multiple Cross-team Involvement
Preparing Training Materials
Creating Mock Ups and Wireframes for UI’s
End User Training Manual creation
Providing End User Training
Maintaining Requirements Traceability
TECHNICAL SKILLS
Requirements Management Tool
JAMA, Rational Requisite Pro, MS Word
Requirements Modeling Tool
MS Visio, Smart Draw, Power Designer
User Interface Design Tools
Snagit, Axure, MS Paint, Smart Draw, Balsamiq
Defect Tracking Tool
JIRA, HP Application Lifecycle Management (HP ALM)
Project Management Tools
MS Project, MS SharePoint, MS PPM, Rational Focal Point, Microsoft TFS
Microsoft Office Suite
MS Word, MS Excel, MS Outlook, MS Power Point, MS Visio
Professional Experience:
Client: United Parcel Services, Mahwah, NJ 08/2015- Present Position: Senior Business Systems Analyst
The aim of this project was to create a CRM (Customer Relationship Management) enterprise, customer engagement platform to be used by CSRs that simplifies the support experience internally and externally for Chat, Email, Case Management, Knowledgebase (FAQ), Co-Browse and Claims Management.
Goal was to elevate the Virtual Assistant and provide functional and contextual responses by providing topic-based support and leverage the same knowledgebase content used for virtual assistant. The end result was to guide customers to the best fit escalation channel based on their inquiry if additional support is needed.
Responsibilities:
Composed Requests for Proposal (RFP) documents for professional services associated with new product purchases, configurations and implementations. Scored and participated in the evaluation of the RFPs as they apply to business and technical requirements.
Led proof of concept activities, evaluating third-party software using business requirements and leveraging vendor support.
Provided Lean evaluations, continuous improvement and thought leadership by developing technology roadmaps.
Composed best practices and policies for improved email deliverability for the CRM (Customer Relationship Management) Platform
Gather requirements from Product Owners & Stakeholders
Write requirement Documents on JAMA
Facilitate meetings with stakeholders
Create wireframes and page flow diagrams based on requirements
Collaborate with offshore development team
Document user stories
Client: KPMG, Montvale, New Jersey 11/2014-07/2015 Position: Senior Business Analyst
The aim of the project was to create a new platform to offer KMPG clients and engagement teams as a service to create Partnership tax form K-1 packets and thereby enhancing the central LinkPortal platform with functionality to offer it is a Software as a Service.
Responsibilities:
Lead the creation of technical Requirements Specification for proposed enhancements to projects budgeted over tier-2 through tier-5 throughout the formal SDLC.
Business Process Reengineering- created, and developed project documentation including: entity relationship diagrams, use cases, data flow diagrams, data dictionaries, business processes, project scope, business fit assessment, targeted presentations, etc.
Created User Stories into Product Backlog Items (PBIs) and lead PBI grooming sessions for Prioritization and Sprint planning
Lead PBI Grooming Sessions with the SCRUM team to groom PBIs into value added Pieces of Work (POW)
Lead the Sprint Planning sessions with the team to place the Backlog in appropriate sprints and implement Release planning.
Participated in daily SCRUMS and provided BA support in each Sprint
Created Mock-ups and Wireframes using wire framing tool Balsamiq
Created Narratives, Activity Diagrams, Process Flows and Sequence diagrams to elucidate requirements for Architecture, Development and Testing in Use Case Specifications and Requirements Specification.
Was part of the Portfolio Governance team taking part in Portfolio / program / project tracking and support activities
Mentored junior BAs and enforced the BA process to adhere to using requirements and use case templates
Performed Data Analysis using Microsoft Excel writing complex VBA Macros, Access, SQL queries to analyze, consolidate, migrate and reconcile Business Rules from Legacy Systems to the new PartnerTrack platform.
Conducted Business Requirements reviews with Business and Development teams and Impact Analysis of Epics.
Maintained the Requirements Traceability Matrix (RTM) to uniquely trace the identified business requirements to general design, to testing; as proof that requirements have been developed into a solution and that they have been tested and tracked.
Developed Linear scripts to test multiple data centric scenarios in the different taxation forms. Used C# with plugins to handle excel/DB connectivity and Extent reports for HTML reporting.
Client: Dow Chemicals, Houston, Texas 06/2013- 11/2014 Position: Business Analyst
The project was aimed to enhance the existing online wholesale account management application which involved wholesale buyers to conveniently do the following:
Manage accounts online
Make online payment via credit cards, PayPal, or ACH payments.
Access account history
Responsibilities:
Participated in Gap Analysis to identify the deficiencies of the current system and to identify the requirements for the changes in the proposed system.
Gathered business requirements from the Subject Matter Experts (SME’s) and documented the requirements in the BRD. Utilized Use Caser Diagrams and Activity Diagrams to represent information provided by the business owners.
Prepared Process Flows and Diagrams for the Manual to Automated conversion project.
Organized meetings and participated in JAD sessions to ensure legal and compliance deadlines are met.
Effectively elaborated the Current process and gave a clear picture of the proposed process for the projects in the organization. Worked aggressively towards timely completion of High Priority Tasks.
Participated in API design for several products
Vendor Management – Worked as a facilitator for Testing Efforts and New Requirements between the company and its various vendors.
Change Control Process – Worked with the Change Control Process for changes submitted for the BRD, once the documents were submitted to IT department.
Worked with IT team to resolve issues and clarify Business Requirements from the business owners.
Documented the UAT Plan for the project and worked with the UAT team to ensure every acceptance criteria for the requirement has been included in the UAT task plan. Worked with the UAT and QA teams to conduct an assessment and determine how effective UAT and QA guidelines can help the company achieve timely completion of projects.
Conducted walkthroughs with business and development teams.
Maintained the Traceability Matrix table to uniquely trace the identified business requirements to general design, to testing; as proof that requirements have been developed into a solution and that they have been tested and tracked.
Managed conflicting priorities by conducting Impact Analysis.
Assisted with tracking the overall progress and success of the department’s projects and key initiatives to ensure that they are delivered on time and within budget.
Executed and monitored project-related tasks by managing the day to day operational aspects of a project and scope; and by following up on activities through completion.
Did bug tracking and Reporting using Test Director/HP Quality Center.
Developed stand-alone scripts using C# to test different types of accounts/ account holders and their permissions
Client: New York Life Insurance, New York. 01/2011- 05/2013 Position: Business Analyst
The project aimed at implementing a security-rich, personalized Web service solution - one where customers can access/review policy coverage information, check policy or claim status.
Responsibilities:
Conducted brainstorming sessions with the business users and Subject Matter Experts (SMEs) to gather requirements.
Created "As-Is Business Models", by meeting with subject matter experts from claims, finance, customer service, and marketing departments.
Documented the business requirements in the form of BRDs.
Facilitated in designing the wireframes for the self-service portal and authored the Functional Requirement Document.
Designed and developed Use Cases, Activity Diagrams, and Sequence Diagrams using MS Visio.
Conducted requirement workshops among all project stakeholders to verify and validate the business requirements.
Worked closely with the web development team to help them understand the requirements and supported the implementation efforts by answering questions of the developers related to the requirements.
Conducted Wireframe's and Functional Requirement Document walkthroughs with the Business Owner and took a sign-off.
Conducted GAP Analysis in understanding how the upgraded system carries out the business functions and assists in ensuring the timely and effective implementation and conducted feasibility.
Involved in all phases of software development life cycle (SDLC).
Review the user stories and reprioritize them along with my internal team. The highest prioritized goals were transferred to a Sprint Backlog.
Participated in daily Scrum meetings.
Attended the Sprint Retrospective meetings with the scrum master and the scrum team to review what went well and what should be improved.
Maintained the Requirements Traceability Matrix (RTM).
Defined and implemented Change Management policies and procedures.
Worked with SQL queries to extract and validate data from databases.
Create and track project plan using MS Project and ensure on-time and high quality deliverables to the client.
Facilitated user acceptance testing and test strategies with developers and testers.
Involved in reviewing Test Cases with the QA team to verify implementation of new features and enhancements.
Client: Discover Financial Services, Houston, TX 03/2008- 12/2010 Position: Business Analyst
Discover Financial Services (DFS), a business segment of Morgan Stanley, is best known for issuing Discover-brand credit cards, which are used by some 50 million members at more than 4 million retail and cash outlets. The project involved building an online access system for Discover credit cards, wherein customers can login and view their account information, make online payments, request balance transfers, manage account and can contact customer service representatives for questions.
Responsibilities:
Communicated Project Requirements, Business Issues, Solutions and made recommendations.
Performed feasibility, adaptability study and risk analysis to identify the business critical areas from the user perspective.
Gathered requirements by interacting with the stakeholders by interviewing them, by preparing questionnaires and getting feedback.
Responsible for defining the scope of the project, gathering business requirements, doing gap analysis and documenting them textually or within models.
Involved in creating functional specification documents for the design, development and implementation of the project.
Analyzed and documented Business requirements and detail design of the software for full understanding of the business.
Involved in gathering and documenting business requirements and translating them into technical solutions while working closely with SME’s, Business Users and developers.
Used Requisite Pro to document requirements and associated change requests with requirements.
Involved in creating the Use Cases Diagrams, flow charts and process models using Rational Rose.
Documented business workflows textually as well as in Activity diagrams according to RUP for the stakeholder review.
Participated in JAD sessions to allow different stakeholders to communicate their perspectives with each other, resolve any issues and come to an agreement quickly.
Involved in maintaining and managing different versions of Documents using Rational Clear Case.
Created system and user acceptance test cases and scenarios.
Client: PNC Bank, Pittsburgh, PA 01/2007- 02/2008 Position: Business Analyst
The project involved an enhancement of PNC Bank’s online banking application. The goal was to re-engineer the application and make it more user friendly; so that more and more customers can be driven towards online banking and help resume call center call volume and expense.
Responsibilities:
Collected and managed Business Requirements, along with Business Process and developed the Business Requirement Document (BRD).
Performed Gap Analysis between current performances and desired performances (i.e. critical customer requirements.
Conducted surveys, interviews and facilitated Joint Application Development (JAD) sessions with the business users.
Identified and documented Business rules and created detailed Use Cases.
Developed Functional Requirement specifications (FRS).
Designed and developed Use Case Narratives, Use case Diagrams and Activity Diagrams.
Involved in walkthroughs and meetings with development team to discuss related issues.
Assisted with user testing of systems, developing and maintaining quality procedures and ensuring that appropriate documentation is in place.
Worked with developers to make sure that they understand the Use Cases and worked with Quality Control teams to develop Test Plans and Test Cases.
Cellular Plus Inc., Denville, NJ 03/2002- 12/2006 Position: Business Development Manager
The position entailed identifying, recruiting, training and appointment of authorized dealers. Helping them setup and implement market research that will improve overall sales. Training new dealers to setup the location and train them for deal proposals and reach the end result of maximum sales.
Responsibilities:
Identified market which had very low penetration of similar products.
Market research and cold calling to identify prospective authorized dealers in that market.
Appointing and training new dealers.
Guiding the new dealer in setup of the store so as to maximize the usage of space.
Carry on mock sales to help the dealers.
Random visits later, to check on the sales and equipments replenishment of various locations.
Bankroll Financial Consultancy, New Delhi, India 07/1987- 06/2001 Position: AVP, Trading Desk
Acquired new clients through referrals and deepened existing relationships.
Allocated budgets for research, training and seminars.
Prioritized revenue to maximize returns.
Interacted with customers with emphasis on early investing after understanding their long and short term goals.
Attended and managed various Financial Seminars fore generating new business for the company.
Education:
Masters, New Delhi, India
Diploma in Java Programming
Business Analyst program from batrainer.com
Contact this candidate