Customer Service Project

RAKIB ALI KHAN (***) *** - **** *****.**@*****.*** Toronto, ON –

Canada

HIGHLIGHTS

• Dynamic and results oriented Business Analyst, coupled with 5 years+ overarching project management

experience

• Superior customer service, consulting, problem solving and cross-functional coordination skills

• Ability to work independently in fast-paced environment

• Possess Project Management Professional (PMP) Training Certificate

• Member Project Management Institute (PMI)

KNOWLEDGE OF SKILLS

• •

Methodology: SDLC - Waterfall and Agile Portal / Content Management: SharePoint, Word

• Press, Joomla, Expression Engine, Dreamweaver

Presentation Tools: MS Word, Excel, PowerPoint,

and Front Page

Visio and MS Project

•

• Digital Marketing: Search Engine Optimization /

Languages: SQL, HTML and ASP

Marketing (Google AdWords, AdSense) and Digital

Database: SQL, SQL Server & Oracle

Media Planning

• Research Tool: Google Docs

• Designing Tool: Adobe Photoshop CS

EDUCATION & CERTIFICATIONS

Master of Business Administration Lahore School of Economics (2007)

Bachelor of Business and Information Technology Curtin University of Technology, Australia (2003)

Project Management Professional (PMP) Course PMI (2014) – Approaching towards exam

Professional Diploma in Computer Studies Validated by Cambridge University

Advance Diploma & Diploma in Computer Studies Validated by Cambridge University

Digital Media & Financial Products Google Business Group

Router Training Course CCNA

Web Designing & Development NICON

Alfalah Quality of Service Standards Bank Alfalah

Offshore projects: Indonesia, China, Malaysia, Thailand, Sri Lanka, USA & UAE.

PROFESSIONAL EXPERIENCE

Business Analyst General Capital Aug 2012 –

July 2014

Mobile Responsive, Online System (80% increase in efficiency)

Resource Management System (2013-14) -

Resource Management System (RMS) is a corporate-wide used customized ERP system, designed to provide profit & loss

statement at region, department and project level. This system is used for analytics and reporting by all of investment

operations, budget and finance network, strategists, portfolio staff, advisory services and corporate support departments.

RMS mainly caters to data pertaining to project costing, service fees, financial fees and departmental costing. Outcome of

the new system was a user-friendly web interface, improved data loading through ETL process, automatic reconciliation,

recovery checkpoints, mobile responsive and friendly.

Overall goal was to modernize, digitize, standardize and simplify.

• Successfully adopted Agile Methodology – PHP & SQL

• Developed Projects Charter, Project Milestone Plan and Work Breakdown Structure

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RAKIB ALI KHAN (647) 534 - 4604 *****.**@*****.*** Toronto, ON –

Canada

• Compiled business & functional requirements document (BRD/FRD), Use Case Specification and also conducted

Gap Analysis, Impact Analysis and Process Flows

• Successfully performed UML / Use Case Modeling

• Key performance indicator development, metric reporting, baselines

• Conceptualized front end screen designs

• Handled change management

LC Management System (2012-13) - Online System for opening & managing LCs (40% increase in new

business)

LC Management System caters was developed for bringing convenience to LC Opening Team for keeping

track of Letter of Credit operations, documents and communication with the customer as well as other

partner Banks. It provided comprehensive reports for monitoring and managements control.

• Developed in ASP.NET & ORACLE

• Created & developed detailed functional, non-functional and technical requirements

• Assisted the project team in preparing Project Documentation including but not limited to requirement

specification, design, process flows / diagrams, data mappings, Business Requirements Documents (BRD)/Business

Process Documents (BPD) and Prototyping

• Assisted in solution architecture group in the creation of technical design documents (TDD)

• Assisted in Discoveries / working sessions to gather, review & validate business and technical requirements.

Recorded and circulated meeting minutes

• Assisted in the preparation and documentation of presentations

• Managed requirement clarifications and follow ups internally and externally

Business Analyst MCB Bank Limited Apr 2011 –

Aug 2012

Revamped Website and Internet Banking projects covered competitor & user segmentation analysis, requirements

gathering, vendor analysis and recommendations for solution implementation. Brought around 500 times increase in

Traffic, 70% increase in business and 40% decrease in branch footfall cost.

Presidents Awards for Exceptional Performance

MCB’s Website Revamping (2011-12) - www.mcb.com.pk

Fully Mobile Responsive, Online Content Management System (PHP/SQL)

• Completed the project using Agile Methodology – PHP & SQL

• Developed business & functional requirements document (BRD/FRD), Use Case Specification and also conducted

Gap Analysis, Impact Analysis, Risk Analysis and Process Flows

• Proposed end to end solution – Hardware and Software

• Conceptualized front end screen design

• Conducted User Acceptance Testing (UAT)

• Performed Data Mapping

• Arranged training sessions for the end users

MCB’s Internet Banking (2011-12 ) - https://online.mcb.com.pk

Internet Banking service

• Completed the project with Agile Methodology – PHP & SQL

• Performed requirement Analysis for user interaction

• Conceptualized front end screen design

• Conducted User Acceptance Testing (UAT)

• Performed extensive Data Mapping

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RAKIB ALI KHAN (647) 534 - 4604 *****.**@*****.*** Toronto, ON –

Canada

• Performed Budgeting & Tracking

Business Analyst Bank Alfalah Limited Mar 2009 – Apr 2011

Coordinated Wealth Management Tool Project which resulted into more than 100% increase in profit.

Employee Portal resulted into enhanced interactivity and 40% increase in staff efficiency in managing

documents.

Extraordinary performance letter by H.E Sheikh Hamdan Bin Mubarak Al Nahayan (Chairman Bank Alfalah)

Received highest performance ranking at Bank Alfalah and promoted twice in two years

Employees Portal (2010-11)

MCB’s Employees Intranet Portal (Microsoft SharePoint)

• Adopted Agile Methodology – SharePoint Portal

• Developed business & functional requirements document (BRD/FRD), develop Use Cases and also conducted

Gap Analysis, Impact Analysis, Process Flows and Data Mapping

• Managed Vendor Contracting

• Conducted User Acceptance Testing (UAT)

Wealth Management Tool - WMT (2009-2010)

WMT facilitates financial advisors in proposing various investment plans for the investors. It produces proposal as

well as generates reports, which includes amount to be invested, Asset Allocation, Monte Carlo analysis, Risk and

return based Efficient Frontier.

• Adopted Agile Methodology – PHP & SQL

• Interviewed users, primarily Advisors and Planners (group and one-on-one) to understand the domain, gathered

customer requirements through surveys

• Developed business & functional requirements document (BRD/FRD), Process Flows and conducted SWOT, Gap

Analysis and Impact Analysis

• Conducted User Acceptance Testing (UAT)

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