Customer Service Management
Resume:
[pic]
Rahul Berry
****-** ******** ******, ******* M4C 5N3 ( 647-***-**** (
*****.*****.**@*****.***
SUMMARY: To seek further challenges where my diverse background and
expertise will be utilized and advanced, ideally in
the space of Business Analysis, Customer care
Analysis and Reporting,, Project Coordination,
Process analysis and/or IT operations management.
I consider myself as a high achiever and effective
team member - Flexible, pragmatic, determined and
enthusiastic. I have outstanding academic record
in both business and technology disciplines, also excellent
people and communication skills, both oral and
written.
BUSINESS SKILLS
. Customer care and Billing Assurance, Business Analysis (Defining
Business Scope and Process/Project initiation)
. Documented Functional and Non Functional Specification (Requirement
gathering), end to end process Mapping.
. Gap Analysis in existing systems (Legacy/Strategic), process
documentation and maintained document control sheet for continuous
improvement.
. Change Management.
. Familiarity with Project Methodologies - ITIL (Certified V3
Foundation), PMBOK.
. Extensive stakeholder engagement and communication management within
critical deadlines, Conducted JAD Session(s).
. Service and Incident management (Contact Centre).
IT SKILLS:
. Develop and documentation of Use cases, Regression/UAT Testing
. Validating Data integrity upstream/downstream between interface
management systems
. MS-VISIO (End to End Process Mapping, Technical diagrams, Defining
artifacts in swim lanes and health of processes, workflows,
flowchart) UML, Development of User Cases and Test scripts
. CRM- Siebel User interface design definition (VROOM/DCP1 and DCP2)
. Contact Centre workforce management (Total View, Genesis - CTI - IVR),
database reporting and management (Oracle 10g) and in MS-Excel
. Contact Centre Service and Incident management reporting in iTAM/BMC
Remedy application and SharePoint (Off shore and Onshore)
. Windows, MS-Office (MS-Excel, MS-Word, MS-PowerPoint)
. UNIX (IBM-AIX, Sun Solaris), MIS and Billing (ISIS and Siebel), BI
(Exposure to Crystal reports), BPMN, SDLC, SOE.
EXPERIENCE
Jan'04 - Present Business Analyst Project Management Office
NRT Technology Corp., Scarborough, Ontario.
NRT Technology Corp. provides cash handling and
support services for gaming
establishments, lotteries, retailers and ATM
operators. The organization is a supplier of self-serve,
cash-handling kiosk systems for the casino
industry internationally, and operates the largest network
of "white label" ATMs in Canada.
. Engagement with various critical projects which includes capturing
business requirements (BRD's) for development of interfaces
specifications (dll API) for client's host systems and CHS (Cash
handling system) residing on the kiosk.
. Development of functional and non functional specifications, use
cases.
. Developed end to end process maps for internal business units for
commonly used forms - mainly HR, Accounting and Finance, Business for
a new CRM implementation for change management project.
. Involved with development of Point of Sale (POS) interface
specification for Interac / Credit card transactions.
. Continuous engagement with in the Project Management office for
continuous improvement.
. Adhering to strict deadlines in achieving project deliverables.
. Strong stakeholder engagement; internal and external; planning,
facilitating and chairing meetings.
Apr'13 - Nov'13 Human Resource - Business Analyst Corporate Services
(Contract)
Aisling Discoveries. Ontario. Canada.
. Providing HR Business Analyst support to Director, Corporate services,
including set up and completion of operational
Audit's and compliance reports in MS Excel (Absentee list for
compliance/reporting purposes).
. Assisting with Development and implementation of strategic Business
Continuity Plans/Business Impact Analysis and emergency/risk
procedures for multi-site environment.
. Developing procedural manuals (purchase order management and Share
Point user documentation - Intranet).
. Assisting Human resources Manager with personal record management,
safety incident reports including file audits and such reporting.
. Successfully Implemented Asset management process and inventory for
Toy Mobile project.
. Reporting through Human Resources database (InSync) and in Crystal
reports (Business Intelligence).
. Supporting agency's Health and Safety program including review and
analysis of WSIB Accident/Incident reports.
. Assisting in analysis of existing billing framework with
vendors/insurance organizations, Purchase Order and Tender/quote
requisition and also accounting/HR system to enhance efficiencies and
reporting.
Rahul Berry 647 -606-7780
*****.*****.**@*****.***
2
Work experience continued.
. Extensive internal and external Stakeholder communication and
management.
Feb'12- Dec '12 Process Specialist Customer care/Billing & Media and
Online Systems Assurance
Telstra Corporation, Melbourne Australia.
Telstra is an leading Australian
telecommunications and media company, involved with building and
operating telecommunications networks and
marketing voice, mobile, internet access and pay television
products and services with revenue of approx.
A$25 billion (2011) and business profitability of nearly
A$3billion (2011).
. Engaged with 'Business process Management' solutions (POT/RFP),
reporting and vendor engagement (Eg Accenture and Infosys) for
enterprise wide solutions in the Assurance systems space. Defining end
to end process maps (workflows/flowcharts)/ Process design in MS Visio
impacting current process flows.
. Prepared varied business critical reports for end to end process
management and health of processes involving 'As Is' to 'To Be' state.
Managing SQL Scorecard/Dashboard reports in Oracle Application Express
(APEX) reporting for business.
. Involved with various stakeholder engagement (internal and external)
and projects and such reporting. Involved with Analytical thinking and
operational problem solving.
. Involved with preparation of VROOM (Rough order of magnitude),
DCP1/DCP2 and Issue Trees for enablement of
process changes in Strategic billing system like Siebel through deep
dive analysis while also defining process maps.
. Used Advanced Excel skills, to prepare management reposts through
Vlookup and data analysis, including database
reporting through excel Pivot tables.
Key Achievements
Successful implementation of SQL 'Network Pattern
management' reporting through CABLEDAM and almost real
time update in the strategic system, to reduce truck
rollouts, saving the business approx AU $3,000 a day. Initiation
of project management processes affecting field workforce
and implementation of UI changes in the Siebel platform.
July'11 -Jan'12 Business Analyst - Online Student Handbook & Interfaces
(Contract)
University of Melbourne (Student Systems and
Business Support) HEW - 7.5
. Responsible for capturing and documenting the Business requirements
and Functional specifications for every new fortnightly release of the
Student Handbook.
. Extensively used JIRA to communicate the Functional and Non Functional
Specifications to the Project development team.
. Responsible for extensive analysis of any problem in Handbook space,
using deep dive analysis and creating issue trees to progress with the
"how" and "why" of the problem .
. Produced end to end process maps (business artifacts in swim lanes) as
part of the development and made several suggestions, all of which
were subsequently incorporated into the standard.
. Solely responsible for carrying out extensive regression testing and
UAT associated with Handbook release through its life cycle for both
Editor and Public Interface.
. Involved in running the Handbook export in UAT for the purpose of
analyzing the data exported from ISIS to Handbook for the purpose of
data integrity and validation.
. Responsible for advising various processes involved within the
Handbook space to the Stakeholders and keeping them involved with any
new enhancement and the delivery timelines.
. Have been responsible for carrying out extensive Impact Analysis and
documenting them in business Impact analysis report for Interfaces
during the ISIS upgrade.
. Was responsible for analyzing tables, data and the impact on various
files being exported to and from ISIS.
. Was involved in coordinating with different domain BAs and major
stakeholders in ITS on behalf of SSABS during the Impact Analysis
phase.
. As the sole BA for Interfaces I have been extensively responsible for
documenting various Business Requirements for Library, Learning
Management System, Advance, ARS and defining the processes to the
stakeholders in each domain space. Have been involved in detailed
analysis and validation of various data feed from time to time in both
UAT and Production Environment
Rahul Berry 647 -606-7780
*****.*****.**@*****.***
3
Work experience continued.
. Exclusively responsible for liaising and negotiating with the IDM
(Identity Management System) project team regarding the requirements
for IDM feeds from ISIS. Responsible for facilitating stakeholder
meeting s to see that the IDM feeds are configured according to the
requirements. Involved in analyzing the impact of various feeds to
maintain data integrity and its impact on ARS (Account Registration
System).
Nov'10 - July'11 Contact/Call Centre Business Specialist (Incident
Management) Service Delivery
IT Governance and Stakeholder Communication
management Telstra Corporation, Melbourne.
. Involved with aligning the Delivery Solutions group by developing
tools, templates, and processes for use by
Delivery Solutions. Made continuous development to improve Delivery
Solutions mode of operations to fully
support operational team. Involved with conducting health checks or
tests with Service Delivery business;
including Contact centers, Test & Fulfillment, Field Enablement &
Infrastructure and Customer Information
groups.
. Established working relationships between the various stakeholders
including IT, Networks and staff within Delivery Solutions (operations
team) to effectively achieve defined KPI's/metrics.
. On behalf of the Service Delivery business, managed IT and Network
incidents (MIM) so as to mitigate impacts to the
Service Delivery business through managing Conen's and reporting
incidents in iTAM through Severity matrix 1 - 4. Ensured actions were
taken to prevent similar future occurrences through detailed root
cause analysis and PIR.
. Utilized analytical skills to generate various reports that would lead
to identifying potential cause of problems and work with stakeholders
to identify solutions to increase stability of IT/network systems.
Involved with document
management in Share point.
. Generated and monitored IT/network health reports to identify trends
and isolate issues. Developed and
managed the communications strategy and stakeholder plan for
Service Delivery.
. Involved with end to end workforce resource management to proactively
determine appropriate actions
involving monitoring downstream workflow and workload in real time and
respond to variances against plan
forecast utilizing key systems, while providing technical support and
updates to stakeholders against variances.
. Being a part of Change Management, ensured outages/changes to critical
systems are approved and
communicated to the business as per KPI's. Development and maintenance
of corporate memory / knowledge
Database (SharePoint).
Key Achievements
Involved in a very dynamic business operations, maintaining
mission critical monitoring of real time data affecting IT
and Network systems and its reporting. Root cause Analysis
and proactively identifying issues and pain points
concerning offshore and On-shore centre's to have higher
customer satisfaction and business efficiency. Developed
highly effective communication strategy for higher severity
issues.
Jan'10 - Sept'10 Business/Database Analyst HRB Merchandise Sourcing.
. Performed comprehensive market analysis and created sale forecasts for
the national market. Analyzed
economic consumer trends within domestic markets and competitor
analysis resulting in entry strategy
recommendations based on client's corporate identity and brand
message.
. Responsible for reporting and analysis on all direct marketing
campaigns (catalogs, flyers), including key
performance metrics and customer segmentation analysis. Developed
detailed reports of campaign results,
compared tests to evaluate expected sales, net sales lift, and net
margin impact; in order to determine program
effectiveness. Database analysis performed in SQL and transferred to
Excel for reporting purposes.
. Prepared documentation of high-level business requirements and
conducted initial investigations into the
implementation of a CRM system. Conducted effects on stakeholder
management in identifying the business
processes affected by the new business mechanism to meet legislative
requirements and taxation.
. Simultaneously developed and nurtured excellent relationships with key
businesses and consumer
accounts. This established trust and rapport and allowed the
organization to rebuild former relationships as
well as establish a new lucrative client base.
Key Achievements
Created effective working relationship with key
stakeholders. Personally measured improved data
analysis which projected an growth of approx. 20% of total
company revenue over the past 8 months,
implementing extensive market research recommendations.
Oversaw various important aspects of communication for the
organization - external and internal were
Rahul Berry 647 -606-7780
*****.*****.**@*****.***
4
Work experience continued.
directly under my attention.
Dec '97 - Nov' 03 Sr. Executive, Customer Care / MIS and Billing
Hutchison - Vodafone Telecom, New Delhi, India.
. Involved in Oracle Database object validations, Gap, and maintenance
of structural changes in the Oracle
database, database tuning incorporating test plans. Maintaining
complete collection of CDR (for all 4 MSC's).
. Periodic Authentication/De-authentication of SIM/MSISDN commands
containing subscriber provisioning
data in HLR (Home Location Register), mediation server. Call rating of
CDR's for all circle/Regions and processing EOD (End of Day). Ensured
daily and weekly backups of production and standby systems at data
center and disaster recovery sites. Responsible for mission critical
operations in Billing and systems, involving prepaid ticket file
processing. Provided excellent customer service in regard to technical
assistance.
EDUCATION
Studying towards PMP credentials
(2013)
Certified ITIL V3 Foundation Level
(2011)
Oracle Certified Professional DBA 10g,
(2010)
Bachelors in Professional Accounting,
Victoria, Australia
Masters in Business Administration (MBA),
Deakin University, Victoria, Australia.
(2008)
Bachelors in Commerce, Meerut University,
India.
(1996)
Studying towards PMP credentials
(2013)
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