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Business Analyst Director

Mumbai, Maharashtra, India
March 21, 2019

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Abhishek Nandrajog

M: +91-982******* • E: • E/204, Trishul Ganga, Sindhi Society, Chembur. Mumbai – 400071.

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Accomplished Solution Consultant with over 16 years of experience, adept at translating customer's needs into a solution-oriented vision and technical architecture ensuring business project success. Hands-on leader with exceptional organizational, critical thinking and prioritization skills. Highly effective individual with experience spanning across functional domains, management functions and technical roles including Business Analysis, Solution Consulting, Project Management, Application development, Account Management & Presales.

Motivated individual with the technical expertise, communication skills and business acumen necessary to understanding client objectives, communicate product knowledge and industry expertise to customers and designing business solutions.

Skill Areas

* Solution Design & Roadmap * Sales Support

* Requirement Elicitation * Customer Experience Management

* Customer Relationship Management * Contact Center Customer Service

* Robotic Process Automation * SWOT analysis

* Business Process Improvement * Account & Relationship Management

* Operational Efficiency * Digital Solution Consulting

* Agile Methodologies * DevOps principles

* Team Management * System Development Methodology

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Director – Solutions

Teleperformance Digital Integrated Business Services / Mumbai, Maharashtra April 2011 to Current

Recognized for giving remarkable support for developing new business and supporting initiatives for existing business. Currently managing and mentoring a team of Business Analysts. Serving as a customer advocate in driving industry best practices for products and/or platform functionality essential to the business/process’s success. Maintaining and developing a continuous understanding of systems & application designs.

- Identify and validate business processes, systems, and solution requirements to client needs; propose business-case and introduce relevant products

- Participating in the design, validation (including SWOT analysis), and presentation of commercial products / solutions

- Compiled responses / proposals and executed client driven RFP (Request for Proposal) and RFI

(Request for Information) with focus on developing value and benefit driven content

- Drafted product collateral to support marketing initiatives & effectively delivered high-quality presentations and demonstrations of Commercial products/offerings

- Collaborating with sales-support team-members to create and execute opportunity-specific sales strategies to win new business

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- Depict the implementation Road-map and ROI period by liaising with stakeholders across functions (IT Infrastructure, Technical Solutions/Support Groups & Clients/Business processes) for various products and services, Finance & Accounting, Knowledge Services, etc. for clients across business verticals, banking, financial services and insurance (BFSI), healthcare, retail, travel, etc.

- Modernizing digital transformation & facilitating business changes with intelligent automation using in- depth analysis, artificial intelligence (AI) and machine learning (ML) capabilities

- Develop business architecture using requirements such as scope, processes, alternatives, and risks

- Acted as a liaison to elicit, document and analyse requirements / change between business and appropriate IT groups

- Data Analysis (Trend Analysis, Forecasts, etc.) to statistically understand automation opportunities and approach

- Creating detailed estimates BoQ (Bill-of-Quantity) / BoM (Bill of Material) of the technology solution for project stakeholders including the infrastructure and security requirements

- Implemented Robotic Process Automation (RPA) using UiPath for the implementation team to automate the manual application deployment process Select Outcomes:

# 70% reduction in application configuration time

# £200K Savings in Capital Expenditure

# 51% increase in self-service usage

# 30% AHT (Average Handling Time) reduction by speedier repository search & resolution

# Application used by ~20,000 employees

# Up-front improvement in training quality of up to 7% and reducing error-rate by ~12% Manager Presales

Allied Digital Services Limited / Mumbai, Maharashtra Jan 2010 to Apr 2011

Giving technical presentations to customers & freezing on customer requirements as per their budget & expectations.

- Adept at understanding & adopting emerging trends & techniques, addressing industry requirements to achieve client-organizational objectives

- Account mapping & relationship building at different levels in customer organization

- Worked with existing customers to increase purchase of products and services

- Preparing & submitting techno-commercial proposals. Sales of multiple product mix on System Integration Concept

Select Outcomes:

# Recovered past 1.5 years’ service due balance from a delinquent customer

# Successfully promoted company’s products and services by addressing or predicting client’s objectives Assistant Manager - Information Systems

Spanco Golden Key Solutions / Doha, Qatar

Sep 2007 to Sep 2009

Award Winner at the Middle East Call Centre Awards '08 event. Significant Client Interaction to manage development projects, requirements definition, architecture and business process design.

- Successful transition of projects from the implementation phase through to appropriate long-term support and maintenance processes

- Implemented and transitioned CTI based CRM applications

- Developed & Implemented cross geography operation management applications across the Middle East for scheduling, performance and quality management, learning and training management and contact management

Select Outcomes:

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# Award Winner at the Middle East Call Center Awards '08 event

# Award Winner at the Oman Web Awards '08 event

# Successfully recruited and mentored development professionals from various parts of the world Senior Software Engineer

Sparsh BPO / Mumbai, Maharashtra

Aug 2005 to Jul 2007

Managed delivery team of ~30 resources across multiple employee levels and technical skills. Successfully managed multiple transition projects.

- Evaluated and mentored an outstanding developer team for high performance application development across business verticals

- Led my team in migrating enterprise wide technology from an in-house dialer to a commercial ACD to increase efficiency of the databases and utilize extended capabilities offered by the new platform

- Transitioned and managed several applications across nation-wide delivery-centers including Mumbai, Delhi, Bangalore and Chennai, maintaining organization goals of reduced total cost of operations

- Demonstrated exceptional abilities by taking hold of crisis by delivering many crucial projects that were not-completed for a long time

Select Outcomes:

# 30% Increase in Advisor productivity

# 20% increase in connect percentage by deploying Card/Loan Collections CRM

# Up to 40% reduction in cost of collection operations

# Created a project resourcing team within the team to give opportunities to deserving resources for engagement in new projects design and development

Senior Executive - Data Services

Ugam Solutions / Mumbai, Maharashtra

May 2004 to Apr 2005

Internet surveys for global market research companies.

- Managed team of eight direct reports

- Successfully devised and introduced innovative ideas for deliveries Select Outcome:

# Was appointed as the Project-In-Charge (PIC), responsible for product optimization and account management

Executive Systems Programmer

Ratnagiri Chemicals Pvt. Ltd. / Navi Mumbai, Maharashtra Jun 2002 to Apr 2004

Developed Enterprise Management System.

- Played a key role in adding value to business processes

- Integrated the Business Operations (Sales, Marketing, Inventory control and Export-Import) Select Outcomes:

# Automated the operations from Purchase Orders to Invoicing

# Encompassed the Export-Import module (Commercial Invoice and DEPB- Calculating the duty- exemption on Imports)

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- PRINCE2® Practitioner Certificate in Project Management

- Robotic Process Automation Developer in UiPath Course Certificate from Edureka

- National Institute of Information Technology Course Technical Skills

- Requirement Elicitation

Techniques: Feasibility & Fitment Assessments, Interviews, Workshops, Brainstorming, Document & Workflow Analysis

Deliverables: Functional Specifications, User-cases, User-stories, Data-flow/ model diagrams, Prototypes and Wireframes

- Business Process tools: Enterprise Architecture, Visio, MS Project, UML

- Web Technologies: ASP .Net, ASP, JavaScript, VBScript, HTML

- Tools & IDE: .NET Framework, Visual Basic

- Database: MS SQL Server, MS Access

Courses & Training

- Introduction to Agile Scrum

- UML 2.0 Modelling

- Part-time Post-Graduation Diploma in Software Technology (PGDST) course at CDAC, Mumbai (NCST) Awards

- Earned the “Best Support Leader” Award at Teleperformance for giving remarkable support in developing new business and support initiatives for existing business

- Award Winner at the Middle East Call Centre Awards '08 event

- Awarded “Best Performer Support” at Sparsh

- Received “Appreciation Award” from the Client at Ugam Solutions Pvt. Ltd.

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Master of Science: Computer Science

2006, University of Mumbai

Post-Graduation Degree. Major in Computer Science. Bachelor of Science: Computer Science

2002, University of Mumbai

Graduation Degree. Major in Computer Science.

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Personal Particulars

# Date of Birth: 18-Sep-1980 # Visa: US Business Visa

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