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Customer Service

Allen, TX
October 08, 2018

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Janhavi V. Patil

Plano, TX *****972-***-**** ●

Sr. Associate

Professional Summary:

Analyst with over 2 years of professional experience in Administrative and Business Analysis areas.

Dedicated, diligent, well organized, and efficient; consistently produce results above employer expectation and continuously want to thrive in a multidisciplinary working environment.

As a trainee IT Analyst I have gained fair experience in JAD sessions, requirements gathering, documentation (BRD and FSD), diagramming data and process mapping, compiling detailed project plans, and assisted in developing test plans and test case scenarios.

Experience in creating Business Requirements elicitation, documentation and wireframe preparation and iterative refinement.

Considerable knowledge in the analysis of Business applications and business processes using Water Fall and Scrum Framework.

Experience working in performing business system analysis with large software projects utilizing web based technologies like Web 2.0, Web services.

Developed fair understanding of Digital multi-tiered web applications using web-services.

Technical Skills:

Modeling Tools: UML, MS Visio

Methodologies: Waterfall, Agile(Scrum)

Defect Tracking Tools: Bugzilla, Rational Clear Quest

MS SharePoint Content Management, Document Analysis

SQL Oracle 11g, My SQL, Microsoft SQL Server 2012

MS Office Excel, Word, PowerPoint

Salesforce Business User

Sr. Sales Support Specialist (Present Contract Position) at Charter Communications, Coppell Texas.

Working as part of a cohesive account team inclusive of Carrier Account Managers, CSMs, pre and post-sale technical teams, Market Development, and multiple order entry groups:

• Research and determine building serviceability as well as creating site surveys when necessary. Work with the Design teams to ensure surveys are completed timely and accurately.

• Determine pricing based on established rate cards, quoting tools, and cooperative efforts with Market Development/Finance.

• Provide timely quotes back to customers, while handling large volumes of requests with short turnaround SLAs.

• Manage quote requests and responses through various media (email, web portals, customer forms, etc)

• Responsible for Order QC pre and post entry into SalesForce to ensure all required documentation is provided and all required fields are complete/accurate for proper order flow.

• Update and maintain database of customer specific quote and order requirements. •Manage an array of rate cards and accurately apply them as needed.

• Update and maintain customer NNI database.

• Update and maintain service areas.

Asset Preservation Coordinator (Business User) Temporary assignment: at MCS August, 2017 to Present


Receive and review incoming work orders related to monthly maintenance items such as repairs, grass cuts, winterizations, etc. and contact appropriate resources as needed; enter transactions into PC using multiple systems.

Reviewing Bids & completions, resolving issues with vendors on timely basis.

Verify accuracy and resolve general customer issues using multiple resources and records

Prepare, edit, distribute, and/or correct specialized and/or complex documents/notes/entries

Contact customer with any questions or concerns and work to minimize risks

Monitor queue to ensure the necessary property preservation work is completed

Ensure all work is completed accurately in compliance with client specifications and company policies

Web Analytics Project: Intern Trainee at Wal-Mart (Remote) Contract position: August 13, 2015 – July, 2017

Enhanced online application experience for new and existing customers, using Web Analytic tools enhance the Websites better user experience, introduced registered users with discounts, reward program for buying first time users and boasts of rewards program for any online purchases.


Engaged in analyzing and documenting Business requirements, Functional Specifications and interpreting business needs to the technical team.

Designed Use Cases, Use Case diagrams, Activity diagrams, Sequence diagrams in UML methodology using MS Visio.

Analyzed the existing system for processing gaps in context of new business development changes.

Created process flow diagrams to incorporate changes.

Assisted project team, conducting Business Needs Assessment and preparing Business Case, to save deployment time and high cost of implementing the new system replacing the old one.

Facilitated Joint Application Development (JAD) sessions to identify business rules and requirements and then documented them in a format for inter and intra departmental review.

Understanding of Scrum Process, Elements and learned about User stories and estimation techniques on Customer Communication and improve Customer service Satisfaction, introduced Chat and email support.

Environment: Mixed SDLC Waterfall and Scrum process, JIRA 6.2.3, MS Visio, Outlook, MS Office Suite, MS Project, Oracle 11g.

Previous Non-IT Experience between 2002 -2003 in ITES sector/Call Center:

247 CUSTOMER PVT LTD 2003 - 2004, Bangalore, Karnataka.

Title: Business Process Officer

•Demonstrate product knowledge and awareness, and evaluate the most efficient problem solving methods needed to satisfy the customer’s concerns.

• To meet the customer’s needs and provide customer satisfaction

•Advise and assist current customers about Promotional, introductory offers about different types of debit or credit cards. Also place phone calls about suggested options regarding their account or make changes.

• To handle customer query efficiently and resolve all issues in first instance

• Utilizing critical thinking and information-gathering skills

• Analytical and Multi-tasking skills

•Maintaining Customer Database: - Collect customer information, Verify documents and input data into the system, ensuring confidentiality at all times

•Develop strong customer relationships, while participating in product analysis.


Masters of Business Administration (MBA) from Institute of Management Education and Research, (IMER) affiliated to Karnatak University, Dharwar.

Bachelors of Business Administration (BBA) KLS, Gogte College of Commerce, Belgaum, affiliated to Karnataka University, Dharwad (KUD).

Certification: Certified ScrumMaster® (CSM) and member of Scrum Alliance.

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