Customer Service Project

FALAK NAAZ

**** * ******* **, ******* IL-*****

Cell phone: 708-***-**** Email: ***********@*****.***

OBJECTIVE

To work in an organization in a professionally competitive environment where my skills are utilized to the best use of the organization and it gives me an opportunity to learn and enhance my ability and contribute to the organizational development.

EDUCATION

Loyola University Chicago Graduated: Aug 2017

Master of Science in Information Technology.

Cumulative G.P.A: 3.3/4.0

Osmania University Graduated: June 2010

MBA (Major: Finance)

Cumulative G.P.A: 3.96/4.0

Osmania University Graduated: April 2008

BCom (Honors)

Cumulative G.P.A: 4.00/4.00

Relevant Coursework: Business Analytics Systems Analysis and Design Computer Networks

Network Management Computer Forensics Organization Change and Management Wireless Networks and Security.

TECHNICAL SKILLS

Programming Languages : C, R

Operating Systems : Windows 7,8.10 and MAC

Database Server : SQL Server Management Studio

Data Visualization : Tableau, Excel

MS Excel : Macros, Pivot tables, vlookups, Charts.

MS Office : Word, Excel, PowerPoint, Outlook, Visio, Access

Business analysis : Requirements gathering, UML, Business Requirement Documentation, SDLC

methodologies, Use Cases, User Stories, Test Cases, RTM, Test Scenarios.

EXPERIENCE

Graduate Reference Assistant, Lewis Library, Loyola University Chicago May 2016-Aug 2017

Collected, gathered, analyzed and interpreted library floor count data. Developed data driven solutions that helped in operational decisions. Data visualization projects included the use of Excel- charts.

Assisted students in various areas of research using web based applications, databases and library resources. – areas of expertise include technology, management and finance.

Project lead, Loyola University Chicago, CashConnect Project. Aug 2016-Dec 2016

Led a project for the development of a mobile app for college bank with enhanced and improved features by replacing the old one. The process involved Use Cases, User Stories, Test Cases, UML diagrams (DFD, ERD, Context), SQL querying in relational databases and Data Visualization using Tableau.

Business Analyst, Imarat Consulting Services. March 2015-April 2016

Initiated, completed and led the Software Development Project for creating the Payroll application in 6 months with AGILE/Scrum SDLC methodology in an industry that averages 10 months to completion.

Effectively communicated with the stakeholders in the requirements gathering and prioritizing the tasks.

Facilitated JAD sessions to collect requirements from system users and prepare business requirement document that provides appropriate scope of work for technical team to develop prototype and overall system.

Delivered Business Processes, Use Cases, User Stories and used MS Visio to create mock up diagrams for Functional Specifications Document.

Engaged in project initiation activities such as developing the Project Charter, Project Scope and assisting the management in resource and budget estimation and managing the project from start to finish.

Created test cases and test scenarios. Worked with stakeholders to discuss UAT testing and used SQL queries to validate database findings.

Acted as a liaison between development, QA, operations, business, as well as stakeholders throughout the software project life cycle.

Seller Support Associate, Amazon.com. Jan 2014-March 2015

Assisted team leads and senior management by working on business metrics that track results and helps in business decisions. Worked in a fast-paced environment that involved account management, seller support, data analysis and problem solving.

Designed Excel spreadsheet with pivot tables, vlookup summaries, macros as well as other common formula and calculation work to monitor seller metrics. Created reports and updated the daily results on Google docs.

Resolved client issues by providing chat, email and on-call support, helped sellers in uploading their listings on amazon.in thereby ensuring exemplary customer service.

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