Aswathy Unnikrishnan

Dubai, UAE +971-********* ac32hz@r.postjobfree.com

https://www.linkedin.com/in/aswathy-unnikrishnan-2017/

Summary and Objective

A dedicated professional having 6 years’ experience in Information Technology and IT Services Operations, I have worked as Business Analyst in the Customer Experience, CRM and Loyalty for the majority of my professional life till date with few months in banking. Over and above, I have an MBA in Operations Management and Marketing, having done internship in logistics and supply chain management.

I have contributed to the building and improvement of CRM applications for B2B, B2C and B2B2C via channels including Mobile applications, websites, web applications as well as desktop applications.

My expertise is in Business Requirements Analysis, Consulting, Research, Software Testing, Technical Writing, Process mapping using tools such as IBM Rational Rose and Enterprise Architect, Process Re-engineering and Improvement, Client Relationship Management, Customer Care, Quality Assurance, Agile Project Management and Pre-sales with sound client management skills having worked with international clients from Europe, Asia, the Middle East, Americas, the Pacific and Africa.

Experience

1.BUSINESS ANALYST

July 2014-September 2017

Mercator Solutions FZE Silicon Oasis, Dubai UAE

Customer Experience, CRM and Loyalty

2.BUSINESS COORDINATOR

April 2014-July 2014

Accent Technology and Consulting, Jumeira Lake Towers, Dubai, UAE

Banking Domain

3.BUSINESS ANALYST

July 2011-August 2013

IBS Software Services Private Limited, Technopark, Trivandrum, India

Loyalty and CRM

4.OPERATIONS INTERN

April 2010-June 2010

ELGI Equipment Limited, Coimbatore, India

Manufacturing & Logistics

Roles and Responsibilities

BUSINESS ANALYST -MERCATOR SOLUTIONS FZE

Proficient in the Customer Experience domain where in contributed to build and enhance business processes via dedicated web and desktop CRM applications. Also functioned as the business analyst for mobility in the B2C aspect of client business.

Contributed to process mapping of existing process for documentation as well as for re-engineering and enhancements using various UML tools such as IBM Rational Rose, Enterprise Architect and MS Visio.

Experience in Transformation in the Customer Experience Domain including and not limited Relationship Management (CRM) Applications enhancements to meet current trends including:

a.Member acquisition

b.Member Account Management

c.Earn and Burn Business Rules

d.CRM application enhancement (usability/functionality- system admin perspective)

e.Member Website Functionality/usability

f.Member Mobility offering enhancement/usability

g.Call center automation improvement/digitalization

h.Partnership management digitalization via partner portal

i.CRM process automation

Mapping customer journey as well as business processing mapping and suggest ways and means to ensure usability of the IT process to end user so as to add value and meaning to the business.

Requirement elicitation and timely analysis of Business Requirements presented by the client via detailed discussions and brainstorming so as to ensure best practices are inculcated into the process. Also reduced scope creep.

Provide tactical solutions to the gaps identified so as to develop a detailed benefit case to address the customer preposition.

Assist project management team to drive the project from initiation to estimation and delivery engaging the clients throughout the project.

Participated and actively contributed to Agile Project management and Scrum. Key contributor the project life cycle from understanding the customer journey, deriving the requirements, end-to-end functional design and User experience creating the user stories and acceptance criteria.

Software test planning and execution, primarily functioning in a functional test capacity. Responsibilities include test plans, test cases, test execution, test reports, opening and verifying work requests/bug reports, and helping recreate customer issues

Created Requirements Specifications, Use Case Diagrams, High Level and Detailed Process Flows to name a few that decreased requirements gathering and analysis time by 50%

Demonstrated methodical, detail-oriented and thorough approach to all assignments while adhering to compressed timelines. Complete all assignments on or ahead of schedule

Multiple stakeholder management which includes internal project teams / management and external stakeholders including client project management team as well as marketing ensuring there is clarity and consensus throughout the project lifecycle. Coordinating and arranging project meetings at both internal and external levels to successfully discuss and analyze major business, technical as well as project issues within team as well as across teams in the organization. Negotiation with different teams to ensure timely and quality delivery of the project.

Provided training to both internal and external customers helping the to make the best use of the CRM system

Identification of KPIs against business process for clients

Effectively managed the Support using the Service Now application providing timely reports to higher management. Reports range from weekly reports to quarterly and yearly reports

Provided management reports pertaining to incident management and weekly progress regarding closure of cases, open cases, agreed SLAs, breeched SLAs, business performance reports, admin activity reports, progress reports etc.

Proficient in JIRA and Reporting via JIRA

BUSINESS COORDINATOR –ACCENT TECHNOLOGY AND CONSULTING

Multifunctional role of business analyst, presales consultant and project manager with real estate and banking software.

Facilitate the presales activities of the company in real estate and banking software domain –KYC, Compliance, Reconciliation

Business Analyst and project management role for new project in banking

Administer everyday activities and projects and ensure compliance to funding.

Maintain all business correspondence and proofread all materials for accuracy

Develop and maintain knowledge on all technologies and businesses streams of the company

Participate in various meetings and prepare agenda for work.

Ensure compliance to all record retention schedules and maintain appropriate data for all correspondence.

BUSINESS ANALYST –IBS SOFTWARE SERVICES PRIVATE LIMITED

Business Analyst role with Requirement elicitation, analysis and solution-ing via intensive stakeholder workshops, process re-engineering as well as product development in implementation projects as well as pre-sales and support. Also contributed to the quality assurance aspect of business via execution, creation and review of test cases during pre-UAT, UAT as well as FAT stages of software life-cycle

Also, active in the configuration of Actuate-a Business Intelligence Tool and other R&D Projects involving CRM and FFP. Initiated various Project Road Map features during the 2 years, notable among them are Social Media Integration and Business Intelligence Tool Integration.

OPERATIONS INTERN –ELGI EQUIPMENT LIMITED

The internship was aimed at understanding the logistics and supply chain involved in the sourcing of the components required to manufacture industrial compressors and then proposing means to automate the process.

Projects

1.APPLICATION PORTAL FOR PARTNERSHIPS

JANUARY 2015-JUNE 2017

R&D IMPLEMENTATION PROJECT– An enabler for clients and their partners to login and perform loyalty data exchange and relevant processes online. Digitalization of the existing archaic IT process.

2.CRIS ENHANCEMENT AND UPGRADES

JULY 2014-SEPTEMBER 2017

CHANGE REQUEST PROJECT– To enable clients to implement business processes not part of the existing version. This includes enhancements to the mobile applications, service center application and to the core loyalty application CRIS.

UPGRADE PROJECTS– To upgrade the version of the CRM software CRIS to the latest one

3.CRIS SUPPORT

JULY 2014-SEPTEMBER 2017

4.VOYAGER -SOUTH AFRICAN AIRLINES

FEBRUARY 2013-AUGUST 2013

CHANGE REQUEST PROJECT – To address requirements not covered in the implementation cycle

5.STAR ALLIANCE-SOUTH AFRICAN AIRLINES-SAUA

MARCH 2013-AUGUST 2013

SAUA INTEGRATION PROJECT– To integrate and comply with the star alliance information exchange standards

6.BELLEAIR

DECEMBER 2013-MARCH 2013

IMPLEMENTATION PROJECT

7.R&D-BI TOOL INTEGRATION

NOVEMBER 2012- JANUARY 2013

R&D PROJECT– To study and implement business intelligence tool Actuate Bert to the loyalty system and design dashboards and reports

8.BALTIC MILES UPGRADE PROJECT- AIR BALTIC

OCTOBER 2011-OCTOBER 2012(PHASE 1 &2)

IMPLEMENTATION PROJECT

9.CHINA EASTERN

AUGUST 2011-SEPTEMBER 2011

IMPLEMENTATION PROJECT

Education

1.MASTER OF BUSINESS ADMINISTRATION (MBA) AUGUST 2011 AMRITA VISHWA VIDYAPEETHAM, INDIA MAJOR(DUAL): OPERATIONS &MARKETING

2.BACHELOR OF TECHNOLOGY IN ENGINEERING JUNE 2009 GOVERNMENT COLLEGE OF ENGINEERING KANNUR, INDIA MAJOR: ELECTRICAL AND ELECTRONICS ENGINEERING

Skills

1.Active listener and quick learner with excellent analytical and problem solving skills

2.Excellent communication skills with native proficiency of the English language

3.Excellent presentation skills both written and verbal.

4.Ability to handle client issues/concerns effectively and within time limits

5.Strong quantitative abilities

6.Knowledge of UML techniques.

7.Knowledge of Business Process Management Standards - BPMN (Business Process Management Notion)

8.Experience on Business Process Tools

9.Documentation with compliance with ISO9001

10.Ability to grasp functionality of software/ERP/MIS systems as well as understand its implications and business applications.

11.Ability to facilitate efficient and effective decision making and Leadership skills

12.Ability to train employees with regard to the functionality of the software product /business domain.

13.Ability to coordinate among the different teams working on the SDLC/agile effectively such as to make timely decisions and ensure completion of tasks.

Technical Skills

1.Microsoft Office - Proficient in Word, Excel, PowerPoint, MS Visio and MS Project

2.Tableau- Business Intelligence Tool

3.Soap UI- Software Testing Tool

4.Salesforce (Beginner level)

5.UML tools such as IBM Rational Rose/Enterprise Architect for process mapping

6.Oracle SQL

7.Filezilla

Personal Details:

Nationality : Indian

Date of Birth : 27th May 1986

Marital Status : Married

Sex : Female

Languages known : English, Hindi & Malayalam

Visa Type : Residency-Dependent

UAE Driving License : Available

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