Customer Service Project
Resume:
Sangeetha Kesavan
Chesterfield, NJ 08515
Mobile: 609-***-****
Home: 609-***-****
E-Mail: *****************@*****.***
Professional Summary:
Have 5 yrs of experience in Functional and Business areas as Business Analyst, with experience in all phases of the software development life cycle, from requirements to release, in preparing user requirements and developing business and technical specifications in accordance to business requirements.
Experience in Object Oriented Methods and Rational Unified Process.
Experience in creating UML Use Case Diagrams.
Analysis, design, and implementation of processes and tools targeted towards measurement of software release metrics – test execution, defect tracking, and requirements coverage.
Self-motivated and organized professional with a steady attitude short learning curve skilled in orchestrating tasks and achieve overall goals, was always the first choice for the management to lead any new ventures.
A clear communicator was able to create lively and interactive trainings to adverse audience. Have always been an organized self-starter able to work individually and within a team, committed to providing high quality support.
Excellent problem solving skills and ability to think creatively and act decisively helped me meet all the objectives and deadlines.
Ability to thrive under pressure helped me in handling multiple concurrent activities and to have a flexible positive attitude within the changing environment.
EDUCATION:
Madras University, Chennai, India
Master’s in Computer Applications
Madras University, Chennai, India
Bachelor’s in Science
PROFESSIONAL EXPERIENCE
CHUBB INSURANCE, Mar ’17 - Current
Whitehouse Station, NJ
Business Analyst
Project: Unmanned Aircraft
Summary: This request was to support a new Coverage for Unmanned Aircraft with 30 new Liability Endorsements and Forms. There were 18 liability class codes that required new screens and rating for the coverage. Reports such as Rate Mod and Rate Sheets needed updates. Data Download report was also supported to reflect the new coverage, class codes, weight and rates. Edits to check for mutual exclusivity of Forms attached to the Policy and data entered in the Policy Admin system was also a part of this work request.
Environment: Main Frame, IBM DB2
CHUBB INSURANCE, Aug ’16 – Mar ‘17
Whitehouse Station, NJ
Business Analyst
Project: CMQ Peril Endorsement Revision
Summary: This request was to support revisions to the property Subsidiary Limits, Additional Peril Exclusion and the Designated Perils Deductible/Waiting Period Endorsements. This includes the support of 8 new or revised Subsidiary Limits forms, 10 new or revised Peril Exclusion forms and 2 revised Designated Perils Deductible forms. The new versions will be filed in all writing companies and in all states for all V3 products. The current Subsidiary Limits and Peril Exclusion endorsement(s) allow the user to apply a peril sub-limit and/or peril exclusion at a coverage level. The business need for these endorsements requires the ability to apply a peril sub-limit amount or peril exclusion which can apply to multiple perils, multiple coverages and multiple Locations/Premises.
Environment: Main Frame, IBM DB2
CHUBB INSURANCE, Jan ’15 – Jul ‘16
Whitehouse Station, NJ
Business Analyst
Project: CMQ Errors and Omissions Liability Rewrite
Summary: This project was to support a new Integrated Liability and Indemnity Insurance Product which will replace numerous existing E&O coverages. The Business Goal of this project is to keep current with our competitors and gain a competitive advantage in the marketplace that serves needs necessitated by advances in technology and the associated risks/exposures to insured’s. The Integrated Liability and Indemnity Product is comprised of Third Party and First Party coverages. The insured will have the option to purchase any combination of the Third Party coverages or First Party coverages.
Responsibilities:
Responsibilities include gathering, analyzing, and documenting functional/business requirements.
Organized program leadership meetings for the top management to discuss issues, risks and assigned actions to specific work stream owners.
Conducted User Acceptance Testing (UAT) with the line of business and collaborated with the QA team to develop the test plans, test cases, test data to be used in testing based on business requirements, technical specifications and/or product knowledge.
Developed user manuals, presentations and training manuals as per project specifications and timelines.
Facilitated the written requirements and got them approved by developers and users.
Participated in the definition, testing, training, implementation, and support of system requirements.
Handled requests for support and information from Project Sponsor. Performed amendments approved by the Project Manager.
Trained and assisted end users with the implementation of new product.
Environment: Main Frame, IBM DB2
MEDCO, Oct ’13 – Dec ‘14
Franklin Lakes, NJ
Business Analyst
Project: Universal Customer Service Workstation
Summary: This project involves implementing Pega BPM platform and the Healthcare CPM framework to manage all customer service functionalities. This was part of a Medco 2.0 initiative which was the biggest deliverable in medco. This involved multiple pega projects and I was involved as the Business Analyst for the following 5 Projects. Contact History, Patient Care Center, Benefit Profiler, Predictive Intents & Knowledge Management. The project involved building various complex workflows and business rules along with integration with various external systems using service connectors. We also had to build many pega services to expose functionalities to non pega clients.
Environment: Pega systems PRPC, Oracle, WebSphere Application server, MS Visio, XML.
MEDCO, Jan ’13 - Oct ‘13
Franklin Lakes, NJ
Junior Business Analyst
Project: Liberty Prospect Management
Summary This project involves implementing Pega BPM platform with the Healthcare CPM framework to manage Prospect management functionalities for Liberty which was one of the companies acquired by Medco. The application managed the Calls coming in to liberty from new prospects and existing patients and handle the following functionalities: Capture Insurance and other financial data and verify, Capture Prescriber details along therapy & medications, capture details of the order being places, including all product payer validations and checks, completing prescriber authorizations and insurance authorizations and finally the shipment of the order. The project involved building various complex workflows and business rules along with integration with various legacy systems using service connectors.
Responsibilities:
Responsibilities include gathering, analyzing, and documenting functional/business requirements.
Created Use Cases and used MS Visio to model Business Context diagrams, Use Case Diagrams, Technical system Diagrams, business processes, business flow diagrams and Sequence diagrams for the applications design.
Organized program leadership meetings for the top management to discuss issues, risks and assigned actions to specific work stream owners.
Conducted User Acceptance Testing (UAT) with the line of business and collaborated with the QA team to develop the test plans, test cases, test data to be used in testing based on business requirements, technical specifications and/or product knowledge.
Developed user manuals, presentations and training manuals as per project specifications and timelines.
Facilitated the written requirements and got them approved by developers and users.
Participated in the definition, testing, training, implementation, and support of system requirements.
Handled requests for support and information from Project Sponsor. Performed amendments approved by the Project Manager.
Trained and assisted end users with the implementation of new technology.
Environment: Pegasystems PRPC, Oracle, WebSphere Application server, MS Visio, XML.
Royalwolf, Chennai, India Mar’03–Apr’04
Business Analyst
The project involves development of an asset management system for Royalwolf which is a container lease in and lease out company. It includes tracking a container’s status throughout its transaction life cycle. The crucial modules include Repair & depot module, Invoicing system and equipment maintenance system. Also includes workflow functionalities like mailing between various roles like depot, corporate and head office.
Responsibilities:
Responsibilities include gathering, analyzing, and documenting functional/business requirements.
Participated in the identification and understanding of business requirements, including the applications capable of supporting those requirements
Reviewed and analyzed the Scope documents for all the modules including Status Tracking, Repair / Equipment Maintenance, Depot and Invoicing Modules.
Wrote use cases, based on sessions with the client’s, SA’s, SME’s and the team members
During the detailed requirements, solicited feedback on the appropriate level of detail on functional business requirements from SA’s
Helped QA team prepare test cases and the testing process.
Involved in preparing and maintaining Requirement Traceability Matrix (RTM)
Facilitated UAT with business users.
Participated in all end to end review sessions and validation sessions for the projects worked on
American academy of ophthalmology, USA Feb 02 – Feb 03
Business Analyst (Working from Chennai, India Offshore team)
Professional choices is a web portal developed for American academy of ophthalmology which serves as a knowledge repository for content on ophthalmology, facilitates posting of jobs, screening of resumes, posting applications, chat and discussion forums.
Responsibilities:
Worked closely with the onsite business analysts to understand the BRD and SRS.
Explaining the requirements in detail to the technical team during the design and build phase.
Helping the QA team to develop test cases and clarify any questions during testing.
Involved in preparing and maintaining Requirement Traceability Matrix (RTM) in conjunction with the Onsite Business Analysts and development team
Helped with User Acceptance Test Plans and Test Cases to be used in testing, based on business requirements, technical specifications.
Maintained documentation checklists and task lists for the work stream and the team
Qwest Communications, USA May ‘01 – Feb ‘02
Software Developer (Working from Chennai, India Offshore team)
This project involves building an application to setup vacation schedule for employees of qwest. Its setup based on the organizational hierarchy, first come first served basis and the work schedules of their working units. It also takes into consideration their annual vacation balances and the task priorities of their deliverables.
Responsibilities:
Understanding business requirements based on discussions with Business Analysts.
Preparing High Level and Low level design documents.
Programming using Visual Basic, SQL Server and Excel Macros.
Unit Testing of the modules developed.
Fixing Defects based on System testing and UATDeveloped User Acceptance Test
Environment: Windows, Visual Basic, SQL Server, Excel Macros.
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