Project Manager Customer Service

PROFILE SUMMARY

MBA with **+ years’ experience working in government, retail, utility, banking and financial services industry with expertise in Business Analysis and Design, Business Process Management, Project and Operations Management.

Worked closely with various project stakeholders, SMEs and technical teams to understand and document Use Cases, Business Requirements, Functional Requirements and Design Specifications for new applications along with enhancements to the existing applications.

Rendered support to the Project Manager throughout the project’s lifecycle including development of project charter, project scope, project plan and estimates, preparation of status reports, process and change control documentation and coordination of user acceptance testing.

Excellent knowledge of Software Development Life Cycle (SDLC) with Waterfall, Agile, RUP methodology as well as broad cross-functional experiences leveraging multiple frameworks.

Extensive experience in conducting/facilitating Joint Application Development (JAD) sessions with IT group and project team members.

Expertise in creating UML based Modeling views like Activity/Use Case/Data Flow/Business Flow/Navigational Flow/Wireframe diagrams using Rational Products and MS Visio.

Expertise in Business Process Modeling (BPMN) using Metastorm ProVision.

Skilled at performing Gap analysis, Risk analysis and Cost/Benefit analysis, along with good knowledge of process workflow tools and techniques.

Experience in Change Management and Conflict Resolution at various stages of the project lifecycle.

Highly motivated team player with excellent Interpersonal and Customer Relational Skills, Proven Communication, Organizational, Analytical, Presentation Skills and Leadership Qualities.

TECHNICAL SKILLS

Modeling Tools

MS Visio, Metastorm ProVision, Rational Rose, Enterprise Architect

Databases

MS Access, SQL Server, Oracle, DB2

Operating Systems

MS Windows, UNIX

Methodologies/Process

Waterfall, RUP, Spiral, Agile, Scrum, Six Sigma, ITIL

Project Management/ Integration Tools

MS Office, MS Project, Rational RequisitePro, Team Foundation Server, VersionOne, Confluence, SharePoint

Defect Tracking/Testing Tools

HP Quality Center, JIRA, Rational ClearQuest, SoapUI

Technologies

SQL, HTML, XML

Reporting Tools

Crystal Reports, Oracle APEX

EDUCATION

Master of Business Administration

PROFESSIONAL EXPERIENCE

Product Owner/Senior Business Systems Analyst Jan 2016 – present

Landis Gyr (Bloomington, Minnesota)

Work as a Product Owner/Sr. BSA providing Smart Grid technology solutions for the Meter Data Management System (MDMS) clients in the utility industry.

Collaborate with Product Management, Software Architects, Software Developers and SQA testers to perform requirements analysis on product features for the next version(s) of products.

Identify and facilitate key decisions throughout the development effort and ensure they are communicated to stakeholders.

Elicit and document business/technical requirements.

Develop Use Cases, Business Process Flows, Data Mapping and Business Rule definitions for the MDMS project.

Research and explore product and feature opportunities and user experience improvement.

Manage and prioritize the Product and Sprint backlog.

Lead quarterly release and bi-weekly agile team sprint planning.

Review test cases and provide feedback.

Ensures issues are identified, tracked, reported on, and resolved in a timely manner.

Ensures effective implementation of change; work with team to establish and monitor related metric.

Assist Project Manager on small and large sized projects.

Organize and coordinate scrum events and activities including release planning, grooming meetings, Sprint Planning meetings, Daily standups, Sprint Review/Demo meetings and Sprint retrospective meetings.

Create and/or update feature documentation.

Senior Business Systems Analyst Feb 2015 – Dec 2015

Ameriprise Financial (Minneapolis, Minnesota)

Worked as a Sr. BSA/Test Lead for advisory teaming hierarchy project within Service Delivery-PMO.

Involved in JAD sessions with the business, SMEs and stakeholders to gather business requirements for design and development of the teaming project.

Created user requirements document and business process flows.

Served as a liaison between business users and technical team.

Single point of contact for SIT and UAT testing for Service Delivery.

Prepared test plan and traceability matrix.

Involved in test planning and strategy with the various cross commits.

Coordinated with the cross commits through system testing phase.

Led a team of BA/testers for UAT test case creation and execution.

Effectively captured and prepared content for decks to communicate business, operations and technology issues to appropriate audience – usually Project Team and Steering Committee.

Senior Business Systems Analyst Oct 2014 – Jan 2015

Best Buy (Richfield, Minnesota)

Gathered functional requirements for Home Connections - Carrier Product Catalog (CPC) and Mobile - Carrier Activation Platform (CAP).

Created user stories, functional requirements and data mapping documents.

Performed analysis of data elements on CAP/Carrier web services and worked with the development team to update and create the XML/XSD to be consumed by the end clients.

Worked on automation of Carrier Error Management (CEM) tool for Mobile and Home Connections team.

Conducted JAD sessions with the business, SMEs and stakeholders to gather/validate requirements.

Served as a liaison between business users and technical team.

Involved in sprint planning meetings.

Coordinated with QA on test planning and execution.

Business Analyst/Technical Analyst Jan 2014 – Sep 2014

Green Tree Servicing (St. Paul, Minnesota)

Gathered requirements for enterprise web services to allow different mortgage applications to access GTA and MSP data through a single point of access.

Prepared Project Charter and Business Requirement Document.

Created Enterprise Data Services Catalog, Application Services Catalog for IVR/Web application and data mapping documents.

Conducted data mapping exercise for GTA and MSP fields to be consumed by the enterprise web services.

Performed Gap analysis on data elements of existing stored procedure/web service and worked with the development team to update/create the stored procedure to be consumed by the enterprise web service.

Conducted JAD sessions with the business, SMEs and stakeholders to gather/validate requirements.

Served as a liaison between business users and technical team.

Participated in data verification exercise to validate the data conversion and mapping.

Coordinated with QA on the testing efforts.

Updated project status to the Project Sponsor, Business group and Senior Management on a regular basis.

Project Lead/Senior Business Analyst Aug 2012 – Dec 2013

Minnesota Department of Transportation (St. Paul, Minnesota)

Led the BA team to translate business requirements into functional specifications and detailed test cases.

Led development of project work plans, proactively identifying, logging, communicating and addressing issues & risks.

Participated in requirement gathering sessions with the business, SMEs and communicated requirements for the development of web application that analyzes the needs and distribution process of State Aid funds for the Minnesota State Department of Transportation.

Conducted meetings/JAD sessions with business users and stakeholders to gather requirements.

Served as a liaison between business team/ users and project team in identifying, understanding and documenting the business needs while adapting the agile methodology.

Prepared Use Case document, created business process flows, Activity diagrams and Wireframes using MS Visio.

Developed test plans, test scripts and conducted UAT testing with the business users.

Identified and tracked defects, issues, enhancements related to the project and initiated appropriate Change Management tasks and work towards finding a resolution.

Created User training manual and provided training to the business/end users

Created standard and ad-hoc reports using Crystal reports.

Communicated weekly project status to management through effective presentation.

Assisted project manager in defining project plans, estimates and updating project status to senior leadership team.

BPM /Business Process Consultant April 2010 – May 2012

Citibank

Managed a team of 6 Business Analysts involved in business process modeling and analysis for Citibank mutual funds.

Responsible for driving and initiating new solutions to ongoing operations while working with senior management on process improvement initiatives using Six Sigma.

Organized, led and facilitated cross-functional project teams throughout project life cycle.

Developed and documented business process model using Metastorm ProVision BPM tool; conducted and participated in JAD sessions with system users; helped with design walkthroughs with stakeholders for base lining architecture.

Contributed effectively to develop solutions in the areas of process flow, business logic and user interface.

Led the analysis of current processes/procedures and the development of recommendations for process improvements and deliver it to the stakeholders.

Performed GAP analysis of business rules, business and system process flows, user administration, and requirements.

Developed, coordinated and maintained process mapping activities and documentation.

Managed various project milestones, deliverables, resources and environments towards successful execution of the project.

Responsible for reporting and analyzing the delivery against the business strategy.

Ensured all artifacts comply with corporate SDLC policies and guidelines.

Coordinated UAT testing and communicated business needs, processes, and testing issues. Prioritized outstanding defects and system problems, ensuring accuracy and deadlines were met.

Applied change requests, versions and addendums.

Actively involved in BACoE activities; Mentored and conducted BA training workshop for new/junior BAs, imparted training on Metastorm Provision BPM tool to Process Modelers, Business Analysts, Architects and Domain Business SMEs.

Business Analyst Jan 2008 – Mar 2010

CitiMortgage

Gathered business requirements by conducting JAD sessions with business users, stakeholders and Subject Matter Experts (SMEs) for the online banking project for CitiMortgage.

Prepared Business Requirement Document and used Rational RequisitePro to analyze and convert business requirements into functional requirements and specification document.

Developed use cases for various requirements and created diagrams such as use case diagrams, activity diagrams and sequence diagrams using Rational Rose and MS Visio.

Documented and managed change control processes; clearly articulated functional and non-functional requirements.

Modeled and documented the AS-IS workflow and TO-BE business process using Metastorm Provision BPM tool.

Communicated and interacted on a regular basis with the project manager and development team during different stages of the project.

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

Conducted end-to-end testing on applications to ensure business, technical and functional requirements are met throughout the SDLC.

Created documentation for training and helpdesk teams.

Operations Manager/Project Co-ordinator Oct 2002 – Dec 2007

CitiMortgage

Managed a team of 70 associates including 4 Team Leaders in Mortgage originations and servicing domain across multi-offshore location.

Hands on experience in US mortgage operations within Originations (Telesales, Processing, Underwriting and Closing) and Servicing (Customer service, Foreclosure, Bankruptcy and Loss Mitigation).

Responsible for Preparation of Compliance, Invoice, SLA / SOW, Migration and COB documents for CitiMortgage customer service operations.

Ensured SLA/Targets/TAT managed service delivery and monitored team performance.

Continuity of business (COB) coordinator for CitiMortgage operations.

Managed a workforce team for staffing, scheduling & rostering the entire work force (200 associates) in the process.

Front-ended and Back-ended all major organization audits for the unit. (ARR, RCSA, COPC, IQMS).

Control Tester for Risk Control Self-Assessment Audits (RCSA).

Part of the interviewing panel to recruit new hires.

Member of the ‘Innovation Council’ engaged in the Business Process Reengineering opportunities for the Consumer Assets Division.

Responsible for employee development activities viz. coaching, counseling, team building and motivation.

Designed cross training initiatives to meet business and operational needs.

Single point of contact/escalation for the Business Unit.

Prepared and managed Client MIS.

CERTIFICATION

Six Sigma

CBQA (Certified BPO Quality Analyst)

PROFESSIONAL DEVELOPMENT

MAGIC (Make a Great Impression on the Customer) training by CitiMortgage

Risk and Control Self-Assessment (RCSA) and Operational Risk Training

Continuity of Business (COB) Assessment Planning

Information Security, Anti-Money Laundering & Fraud Awareness

Direct Attention Thinking Tools by Edward De Bono

Attrition Management

Employee Appraisal Workshop

First Time Manager

IRDA (Insurance Regulatory Development Authority)

Contact this candidate