Customer Service Project Manager

Hetal Raval 425-***-****

**** ***** *** **, ******** WA 98005 ******@*******.***

LinkedIn profile: http://www.linkedin.com/in/hetalr

Objective

To obtain a position as a Project Manager, Business Analyst, or a Marketing Analyst in today’s competitive work environment.

Education

MBA from City University specialized in Project Management with 3.8 GPA from Jan ’08 – Sep ’09

BS in Physics from Mumbai University in Jun ‘98

Microsoft Certified Systems Engineer

Masters Certificate in Business Analyst

Business Skills

Business Operations: Expert in business process engineering, measuring performance by establishing Key Performance Indicators/Metrics and Scorecard

Data analysis/Reporting: Extract data from SQL, Business Objects to Excel, create pivots and charts and present result to management

Software/system development: Requirements/technical development and documentation, in-depth knowledge of Business Objects, Waterfall/Agile SDLC methodologies, and Web applications

Business Process/System Modeling tools: Data Flow Diagrams, Process Models, ER diagrams, Dimensional Data Models, Context Models, Event Modeling, State Modeling, Process decomposition, and Use Case Scenarios

Soft Skills/Leadership: Excellent communication, analytical, interpersonal and presentation skills with a proven ability to work with all levels of customer and staff

PC Software: Windows, Microsoft Office, Microsoft Project, Visio, Outlook, SharePoint, Access, SQL queries and Lotus Notes

Experience

T-Mobile, Bellevue

Business Systems Analyst

Jan ’15 – June’15

The T-Mobile Rebellion project aims to develop a new website called Rebellion UI to have the same customer experience across multiple channels Retail, Care and Web. The uprising project involves migration of billing platform from Amdocs to Ericsson. As an analyst I am responsible to gather business requirements, create functional requirements and Sequence design flows for Order Management team which includes returns, warranty exchanges and post order modifications.

AT&T, Bothell

Lead Business Analyst

June ’14 – Nov’14

As a member of AT&T Services team responsible for handling projects for Retail and Care division to enhance their front-end tools that can be used by AT&T representatives, Retail sellers and Online customers.

•Determined business/functional requirements for PCA\Snapshot project for corporate customers.

•Identified existing state of the project that supports consumers and future enhancement to support business customers.

•Conducted Requirements session with stakeholders from different channels like Sales, Local Dealers, Direct Sellers, Online Chat, Retail (Point of Sale), CARE Call centers, Mobile Web Account, Device Support Centers, Revenue Accounting team, Online B2B and B2C.

•Writing APIs to interact with provisioning and getting updates for the OSS layer faults from provisioning system and creating master cases in Clarify.

•Documented Business Requirement Document that includes use case flows, user stories, and business requirements.

•Documented technical requirement and gained approval from all IT stakeholders.

•Prepared test plan, test scripts to test the implemented solution meets the requirements.

•Helped training team with their work-flow diagrams to document in their M&Ps.

•Product Owner for Enterprise Installment type project. Created user flow diagrams, user stories and acceptance criteria across product backlog.

•Collaborated with UX designers to develop interface and worked alongside engineers during development, QA and user testing.

•Managed weekly sprints for both teams as Product Owner. Prioritized backlog in Agile environment using Rally.

Molina, Bothell

Business Analyst

Apr ’13 – May ‘14

As a Business Analyst for this healthcare company, my assignment involved enhancement of clinical-based application Care Advance, Provider Dispute Resolution and UMK2.

•Determined user/business/functional requirements. Created vision, scope, and use case documents; business process models, use case diagrams, activity diagrams, and state chart diagrams.

•Performed GAP and Risk analysis of existing system and evaluated need of enhancements in the system.

•Conducted Joint Application Development (JAD) sessions with stakeholders throughout SDLC to resolve open issues.

•Validated technical designs created by IT developers against functional specifications.

•Worked with QA team to design test plan and test cases for User Acceptance Testing (UAT).

•Coordinated work plans between project manager and client using MS Project.

•Facilitated documentation for Training and Provider Services teams.

AT&T, Bothell

Business Analyst

Jan ‘12 – Mar ‘13

As a member of AT&T B2B ecommerce team responsible for handling Web B2B Online Care projects (also known as Premier Enterprise Portal) development and planning, production health, wellness and customer experience and one who sees the project from the initiation phase, all the way through to implementation.

•Acts as a bridge between the business unit affected, organizational stakeholders, the Interactive Solutions and Development Team, and the IT Development team(s).

•Determines the high level scope of the project and generates a preliminary scope list

•Works with the business stakeholders while acting on behalf of the end users to analyze the business/customer needs and generate the business requirements.

•Facilitates JAD sessions in order to drive out and author the functional requirements.

•Configuring the Middleware APIs like IIO, ISP, and USP for process communication with Premier systems.

•Responsible for providing input, advice, and direction as required to all project team members (IS&D, Dev, QA, etc) and is the requirements expert for the project.

•Responsible for making sure that all projects are functionally implemented per the business and functional requirements.

•Responsible for determining the strategy and test scripts for User Acceptance Testing.

•Works with their Product Managers and insures that all requirements and functional implementation meets their Product Manager’s vision.

•Provide support to the Business & IT Project Manager so that the project can be delivered on time, within budget, and per scope.

T-Mobile, Bothell

Business Systems Analyst

Apr ‘11 – Jul ‘11

Assignment was to align T-Mobile processes to eTOM telecom standards by linking T-Mobile business processes and data using TMF eTOM and SID frameworks.

•Responsible for gathering information from T-Mobile business and systems team to determine their business processes and how it interacts with various front-end and back-end systems.

•Translate the requirements use cases into a business and system centric framework.

•Validate requirements by creating process flow diagrams and conducting review sessions with users.

•Chairs weekly meetings to ensure that the client and Ciber teams are all on the same page.

Amdocs, Bellevue

Project Analyst

Apr ‘10 – Dec ‘10

•Interact with client Clearwire to understand their business needs in order to elicit business processes and functional requirements onsite. Project methodology (SDLC) used Agile and Waterfall methodologies.

•Conduct JAD sessions to finalize the Billing system design, scoping of functionality to be implemented per release and design changes needed in Middleware services for Billing and Retail systems.

•Support and coordinate project lifecycles from inception to post-mortem.

•Submit comprehensive feedback for all levels of project design and implementation (functional, technical, system, and 3rd party integration).

•Critically evaluate information gathered from multiple sources in order to create appropriate documentation via MS Word, Adobe Acrobat, MS PowerPoint, and Visio.

•Manage requirements traceability with tools such as MS Excel and MS Word.

•Liaise with key internal and external customers to establish issue resolution protocols.

•Pairs with testers to oversee that development has produced a release that fulfills the requirements.

•Drive and challenge stakeholders on their assumptions and assist in successful implementation of their plan.

•Responsible for handling other tasks and duties as assigned

SIFE, City University

Market Research Analyst

Jul ‘09 – Dec ‘09

Assignment was to develop a Marketing plan for the City of Camas tourism program to attract quality visitors to increase Camas tourism business income and tax-revenue through effective marketing and promotion efforts to sustain vibrant healthy economy for the city.

Verizon Wireless, Bellevue

Business Analyst

Apr ‘04 – Jun ‘07

Assignment was to consult and manage business requirements documents for migration of billing system from existing Vision billing to new Converges Infinys billing system. The Infinys billing and customer order information in real-time increased first-call resolution while reduced call processing time by 40% improved overall CSR team performance.

•Business Requirements gathering for replacing Vision billing system to new Infinys billing system.

•Developed project business cases for customer service software\ systems change, process change, change management, controls and training.

•Involved in workflow analysis and design, business process reengineering, user interface design, use case design, documentation, process flow modeling, traceability matrix, requirements validation and measuring KPI metrics.

•Determined user/business/functional requirements. Transformed business requirements to functional specs.

•Presented periodic Dashboard reports on the current program, future opportunities, forecasting solutions, and customer issues.

U.S. Bank, Seattle

Customer Service Representative

Jan ‘03 – Mar ‘04

• Resolved customer inquiries, problems, fraud prevention and develop customer relationship and provide financial guidelines.

• Followed established procedures, guidelines and research utilizing multiple systems to assess fraud type.

• Reviewed potential fraudulent account activity and took appropriate action based on transaction characteristics.

JPMorgan Chase, Mumbai

Project Lead

Jul ‘00 – Feb ‘02

I worked in all phases of systems development lifecycle - from project scoping, planning, and requirements definition to issues resolution, implementation for Midas Asia-Pacific database projects at JPMorgan a leading financial firm.

•Provided project leadership to developers, designers and testers for Midas database development, including budget control, project timetable, status reporting, client/project team coordination, and quality assurance.

•Streamlined the user authorization process with defined Midas workflows that reduced open security risks.

Wipro InfoTech, Mumbai

Systems Analyst

Nov ‘98 – Jun ‘00

Assignment was to plan and implement merger activities of various sites for client ICICI a leading financial institution at a centralized location. Coordinated, documented and executed hardware and software system admin tasks, helpdesk activities, software upgrades, licenses, patches on desktops and servers.

References: As per request

Contact this candidate