Customer Service Representative

Preeti Kumar

***** ***** ******

Hayward

California

Ph : 510-***-****

E: ******.********@*****.***

PERSONAL SUMMARY

An experienced, disciplined, and highly-motivated Business Analyst who

has worked on a wide range of projects within both the Public and Private

Sectors. An accomplished and fluent communicator with strong investigation,

problem-solving and decision-making skills, combined with a pragmatic

approach and sound business acumen. Highly accomplished with a verifiable

track record in fields such as analysis and gathering, business process

mapping and the development of interactive prototypes.

CAREER HISTORY

TP RECONCILIATION/RESEARCH SPECIALIST- BANK OF THE WEST - SAN ROMAN,

CALIFORNIA, USA

July 27th 2014 to Current

Workstream lead for collation and interpretation of BNPP Paribas entities &

subsidiaries worldwide GBP transactional data gathering for Bank of England

CHAPS & CREST Settlement Bank feasibility study programme. Data required

for volume assessments, collateral & liquidity modelling, charges

comparison analyses

Workstream lead for London BNP Paribas & Fortis UK Client Services

operational process & support changes covering loans admin, money market

operations, credit, & cash management functions resulting from operational

systems harmonisation

Managing Fortis to BNP Paribas UK Commercial & Investment Banking re-

branding incorporated loans, money market and cash management processes

relating to client facing agreements & compliance documents (including

MiFID), bank forms, cheques, confirmations, statements & advices production

and legal entity / wording changes & implementation

- Lead for ledger and reconciliation team for IT systems migrations for

general ledger, cash management, e-banking products

SENIOR BUSINESS ANALYST - ASB BANK - AUCKLAND, NEW ZEALAND

September 2011 to APRIL 2014

Perform the role of Senior Business Analyst Performed the role of Senior

Business Analyst and Scrum Master for RPM (Ratings Process Manager)

application and was involved in facilitating rapid development, minimizing

impediments, resolving support issues and implementing overall RPM

enhancements successfully.

(RPM is the core ratings process manager application, which helps S&P in

atomizing its process to rate different deals, issues and organizations. It

reduced the overall time to complete the ratings process and the manual

effort)

Responsibilities:

. Incorporated agile methodology and SCRUM techniques to manage

requirements and enhance the evolving RPM (Ratings Process Manager)

application.

. Facilitated Scrum planning meetings to coordinate between Clients,

Product Owner, Dev and QA teams.

. Shadow and assist some of the Product Owner activities by providing

high level estimates, prioritizing stories for the sprint and

maintaining backlogs and release plans.

. Manage the assignment of user stories to relevant BAs based on the

feature and process expertise.

. Captured user story points, categorized into respective epics and

maintained the requirement matrix.

. Directly interacted with clients (Ratings Analysts) to elicit the

requirements and translate them into terms that development team can

comprehend.

. Captured requirements for around 45 user stories in 9 sprints.

Generated user story Acceptance Criteria and depending impact analysis

documents.

. Performed and conducted BA reviews to make sure standard S&P practices

are followed.

. Suggested several process improvements within the ratings process and

also suggested solution options to automate manual data entry tasks

performed by Data Managers.

BUSINESS ANALYST - ASB BANK - AUCKLAND, NEW ZEALAND

September 2009 to September 2011

Project was to offer a sophisticated set of online tools run through secure

platform by adding the ability for Clients to process electronically

originated batches of high-volume, low-value credit and debit transfers;

this project designed to provides significant, economies and faster

processing than paper checks, automate their accounts payable processing.

This integrated payables service creates a secure gateway to exchange

Machine-to-Machine payment information between the Customer and Bank. Also

provides some features such as Balance Reporting, Detail Transaction

Reporting.

Responsibilities:

. Gathered requirements from business users such as insurance policy

managers, generated business process models, & use-case models, and

created business requirements document (BRD) & functional requirements

document (FRD)

. Created workflow diagrams, flowcharts, activity diagrams, and use-case

diagrams using MS Visio.

. Created Process Flow diagrams, Use Case Diagrams, Class Diagrams and

Interaction Diagrams using Microsoft Visio and Rational Rose

. Implemented change management requests within the RUP environment

. Facilitated and managed meeting sessions with committee of SMEs from

various business areas including Credit Profiling, Treasury /Cash

Management, and Marketing Analysis.

. Identified/documented data sources and transformation rules required

populating and maintaining data warehouse content

. Worked with clients to better understand their needs and present

solutions using structured SDLC approach

. Created DTS and SSIS Packages to vendors in which records were loaded

Daily, also to other data resources such as Excel, Access, flat file,

and XML in order to Create and maintain a centralized data warehouse.

. Transferred data (ETL) to Data warehouse Environment using SSIS and

SSAS

. Conducted initial JAD session with business users, managers, system

architects, data administrators, requirement auditors, production

planners, and trainers for creating high-level process model of

business.

. Facilitated joint application development (JAD) sessions acting as a

facilitator between various teams.

. Involved in generation and execution of SQL queries

. Helped IT developers design the service-oriented architecture (SOA)

for the application based on the available resources, and the business

requirements

. Involved in testing of the system to check it satisfies functional

specifications

. Environment: MS Visual Studio, MS Office suite, Business intelligence,

SQL Server, SQL LOADER, Oracle, PL/SQL, VB.Net, HTML, CSS, XML

Highlight:

. Subject matter expert for SAP banking services for which I provide

training to staff.

. Subject Matter expert for calypso - in depth knowledge of fixed income

and derivative products.

Worked with ASB Private Bank to provide an enhanced web portal for the

existing functionality of Client Profitability reporting module & cleaning

its critical data for accurate and flexible profitability analysis.

. Facilitated client interviews and workshops to gather, understand, and

set client's project goals, objectives, complex business needs and

potential opportunities.

. Performed GAP analysis of the existing functionality of Client

Profitability module. Pointed out 65 functional discrepancies and

relevant solutions were suggested and implemented.

. Created requirement docs for the existing functionality by performing

a code walkthrough of Ab-initio graphs and reconfirm the same with

demanding business users.

. Timely delivery of the Scope doc, functional requirement spec, Process

workflows, Use cases, and Defect trackers.

. Prepared test cases and test scripts to facilitate the UAT and manual

testing.

. Developed mock-up screens for the client to visualize the end product

and suggest required enhancements.

. Worked extensively on SQL queries for client warehouse analysis, ad-

hoc requests. And also used Business Objects (BO) for reporting

purposes.

Customer Service Representative - Contact Centre - ASB Bank - New Zealand

July 2009 to September 2009

Responsible for Daily bank transactions using bank systems and software

which include debits and credits in addition to cross selling a variety of

products to deepen customer relationships. Researched and resolved disputed

charges, statement errors, returned checks and other inquiries for tellers.

Processed high dollar transactions, balanced cash drawer and complied with

internal audits.

BUSINESS ANALYST / THL - Auckland New Zealand

November Jul 2008 - Jun 2009

Worked on a project allowing payments and money transfers to be made

through the internet. Online money transfers serve as electronic

alternatives to paying with traditional paper methods, such as checks and

money orders.

Responsibilities:

. Developed a Root Cause Analysis report using MS Office.

. Became well - Versed in Root Cause Analysis Characterization of

Incident Reports.

. Ensured integrity of incident data thru Weekly scrubbing session.

. Prepared Data for Weekly Operations Meeting using IT Metrics Values.

. Actively participated in daily meetings and discussed about the SEV

calls and Action Items.

. Actively participated in International Maintenance Meeting.

. Assisted Call Managers with overall management of SEV calls to ensure

resources are properly engaged and incident resolution is occurring.

. Created on - call escalation tickets using Remedy.

. Conducted weekly scrubbing sessions to finalize the impacts and root

cause, group responsible and any other information supposed to go on

reports or SEVS.

. Reported weekly system performance metrics (R3).

. Created, maintained and evolved documentation for change management

process.

. Documented the SEV calls after every meeting.

. Actively participated in Domestic Maintenance Meeting.

. Updated Weekly Operational report on OneNote tool.

. Updated the Root Cause Analysis report every week on ITSEV.

. Used Remedy tool for Root Cause Analysis.

. Environment: PSERV, Remedy, Tech Events, Create Resolution Report

Tool, IT Metrics, MS - Office, SQL, Windows.

BUSINESS ANALYST / Lumley Insurance

December 2007 to Jul 2008

Lumley provides property, casualty, and specialty insurance for

corporations, professional firms, and financial institutions. The core

concentration is Surety, Executive Assurance and Medical Professional

Liability insurance. The project is a web based application developed for a

customer claim management system and integrated with their insurance system

that enables a prospective policyholder to interactively pursue quotes. The

claim file utility developed enables policy holders to file claims and the

GUI developed walked them through the claim file process.

Responsibilities:

. Gathered and analysed requirements for an internal initiative called

CoE (Centre of Excellence). This was focused around developing

reusable domain artefacts for Insurance Corporate Systems.

. Reduced the effort of creating and developing the insurance

application by 38% by making the artefacts reusable and flexible

enough to accommodate any new requirements.

. Conducted user interviews to understand the insurance experience

. Created and depicted the high level, end-to-end insurance life cycle

process using Influx tool.

. Designed and developed the user Cases, activity diagrams and sequence

diagrams using UML.

. Shared the knowledge across the teams and several peer reviews were

conducted to make these artefacts informative.

BUSINESS ANALYST / Air Pacific

December 2006 to December 2007

. Business System Analyst with experience in Information Technology

with focus on Business Analysis, Business Modelling, Requirement

Gathering, Technical Documentation, Software Validation and Web

Application Services. Successful, progressive experience in all phases

of the iterative Software Development Life Cycle (SDLC).

. Rich experience in gathering (user) functional requirements using

various requirements modelling and UML tools including Rational Rose,

Rational clear case and MS Visio.

. Proficient in Technical and Business Writing, Business Process Flow,

Business Process Modelling, Business Analysis and Testing various

methodologies.

. Expertise in Project Management i.e. Project Scoping, Planning,

Estimating, Scheduling, Organizing, Directing, Controlling, Budgeting

and Drafting Remedy Procedures.

. Experience in facilitating Joint Requirement Planning (JRP) sessions

with Business User Groups, conducting Joint Application Development

(JAD) sessions with IT Groups and Conflict Management with Project

team members.

. In depth knowledge Rational Unified Process (RUP) methodology, Use

Cases, Software Development Life Cycle (SDLC) processes, Object

Oriented Analysis and Design (OOA/D).

. Competent in Creating Unified Modeling Language (UML) diagrams such as

Use Case Diagrams, Activity Diagrams, Class Diagrams and Sequence

Diagrams.

. Extensive experience in developing Use Cases, creating Screen Mockups,

conducting Gap Analysis and Impact Analysis, SWOT analysis, Cost

Benefit Analysis, Risk Analysis.

. Facilitated Change Management across entire process from Project

conceptualization to Testing through Project Delivery, Software

Development and Implementation Management in diverse Business and

Technical Environments.

. Responsible to Track, Document, Capture, Manage and Communicate the

Requirements using Requirement Traceability Matrix (RTM) which helped

in controlling numerous artifacts produced by the teams across the

deliverables for a project

. Involved in Test Planning, Test Preparation, Test Execution, Issue

Resolution and Report Generation to assure that all aspects of a

Project are in Compliance with the Business Requirements.

. Strong experience in conducting User Acceptance Testing (UAT) and

documentation of Test Cases. Expertise in designing and developing

Test Plans and Test Scripts.

. Interface with clients from Operations, Marketing, Sales,

Technologies, and Outside Vendors and act as their customer interface

point as the lead of the Projects.

. Highly motivated team player with excellent Interpersonal and Customer

Relational Skills, Proven Communication, Organizational, Analytical,

Presentation Skills, and Leadership Qualities.

ADDITIONAL INFORMATION

. Proven experience in various stages of SDLC and Six-sigma that

includes analysis, design, research, testing and implementation of

software applications. Also awareness of projects working on offshore-

delivery model execution and Agile Software methodologies.

. Direct client interfacing and end-to-end Requirement planning,

management and traceability to support key business initiatives and

suggested potential solutions to reduce developmental costs.

. Adept at systematic documentation and effective delivery of artifacts

like BRD, FSD, PFS, Use-case docs, issue logs, gap analysis docs and

functional prototypes.

. In-depth knowledge of Object Oriented design, Business process

modelling, data modelling, data mapping, and UML designs using

Rational Rose and Visio.

. Extensive hands-on on SQL querying for warehouse analysis, ad-hoc data

requests and reporting

. Familiarity with Business Intelligence (BI), Data warehouse, OLAP and

ETL concepts.

. Solid expertise in Quality assurance with manual/functional testing,

reviewed test plans, created and executed Test cases & Test scripts

and conducted successful UAT and Production releases/rollouts.

Analysed and tracked defects using HP Quality Centre for Defect

Management.

. Effective analytical, interpersonal and people skills along with

excellent communication and presentation skills. Also an analyst with

self-motivated attitude, great attention to detail, strong client

focus and multi-tasking.

. Familiarity with issue and scope management, Cost-Benefit analysis,

ROI analysis, budgeting & estimation, business case development and

change control.

SKILLS AND CERTIFICATIONS

. Industry Domains:

Retail Banking, Commercial Banking, Mortgage Lending, Wealth

Management, Risk Management, Mutual Funds, Management Information,

Basel II Norms, ISO, CMM.

. Tools: Rational Rose, Clear Quest, Quality center, Visio, Influx, MS

Project, Access, Word, Excel, Power Point.

Technology: Java, J2EE, HTML, XML, Eclipse, Web Services, Business

Objects (BO)

. Databases: Oracle, MS Access, My SQL

Platforms: Windows NT/2000/XP/Vista, MSDOS, Linux

ACADEMIC QUALIFICATIONS

Associate Bachelors in Accounting - Box hill Institute, Melbourne Australia

- 2007

Referees - Available on request

Contact this candidate