Microsoft Office Manager

Jyoti Hotwani

Email: aczgzo@r.postjobfree.com

Phone: 321-***-****

PERSONAL PROFILE

Business Analysis Experience in Telecom and Mobile App Industry

Well versed with the SDLC process using agile and waterfall methods.

Expertise in managing products, conducting feasibility studies and Impact Analysis, Cost/Benefit analysis and Risk analysis.

Adept at creating and coordinating extensive communication networks (facilitation of joint application design (JAD)), interviews, written correspondence, reports to keep executive staff and team members apprised of goals and resolving issues and conflicts.

Excellent communication and presentation skills. Experience working with business users as well as technology experts

Strong understanding of Telecom complaint management and resolution concepts

Excellent knowledge of MS Office especially MS Excel, Power Point, Word, Visio.

EDUCATION

Master’s in business administration, John F. Kennedy University, USA in year 2012 (2010 – 2012)

Graduation (B.Com.) from University of Rajasthan, INDIA in the year 2005. (2003 - 2005)

Secondary and Sen. Secondary from Rajasthan Board, INDIA in the year 2000 and 2002.

COMPUTER SKILLS

Business Analysis Tools

Jira, Rally, Visio

Microsoft Office

PowerPoint, Word, Excel

CRM Tool

Telecom CRM, Business Support and Control System (BSCS)

Issue and Bug Tracking

Bug Tracker

Languages

SQL, SQL Navigator

Databases

Oracle 11i, Access, Greenplum

Reporting

Tableau

PROFESSIONAL EXPERIENCE

Tek Reliance LLC, USA Apr,2014 – Sep, 2016

Business Analyst

Tek Reliance LLC is Mobile App Development Venture focusing on custom built applications.

Key Responsibilities: -

Gathered requirements and provided quality documentation of detailed user requirements for design and development of Mobile applications

Communication to various business stakeholders and understand their vision and ensuring completion. Key tasks also included performing LOE impact analysis, ROI analysis, user experience analysis

Coordinated with the development team to evaluate technical feasibility of implementing a solution and developing a prototype using fundamental prototyping methods

Created wire frames, graphics, screen mock-ups utilizing user-centered design principles to effectively communicate ideas and illustrate scenarios.

Understanding the user requirements through conducting interviews, ethnographic research, creating audio/video recordings to capture consumer insights and convert them into innovative mobile applications.

Converting consumer insights into out of box ideas to enhance user experience and present it to marketing team.

Planned and controlled meetings, workshops and relations with client/user staff during system investigations and throughout subsequent development work

Worked with internal IT team and efficiently handled team dynamics to keep project on track

Front line person to the business and other technical teams

Successfully delivered projects with great quality and user feedback

Hutchison Essar / Outreach, INDIA May, 2012 – Mar, 2014

Business Manager

Responsible for Implementation and management of CRM and support program that focused on leveraging the customer complaint data for decreasing expenditure through complaint segmentation, data hygiene and measurement of customer sentiment.

Business Analysis for Post-paid and Pre-paid segment in which the responsibilities includes report generation of the complaints, product activations/deactivations issues, resolving escalated cases, address billing related queries, adjustment authorization and monitoring customer satisfaction levels.

Key Responsibilities: -

Requirement gathering for the customer complaint data and identifying various sources of data.

Process modeling for Voice and non-voice resolution methods for Wireline and Wireless services

Working with business and technical contacts to finalize the complaint and resolution interface requirements.

Conducting JAD sessions with teams of various departments to discuss solution details and finalize technical details.

Communication with key managers and framing Business and technical requirements in accordance with SLAs.

Performed Impact Analysis and created risk mitigation strategy.

Develop and monitor KPI’s for issue escalation, closure time and incurred cost

Co-ordinate access requests across teams

Implementing Process improvements for resolution Processing in Vodafone billing systems.

Financial reporting related to adjustment cases

Production Support for CRM and complaint Applications

Resource and Time management

Responsible for implementing new products in prepaid and postpaid segment

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