MADHURA MOHAN

****, *** *****, *** *****, **th Main Cell: 962*******

J.P.Nagar 2nd Phase, Bangalore-78

ad05ut@r.postjobfree.com

I am an Individual Contributor with expertise in project life cycles, planning, executing, controlling and closing projects delivering business value and delighting stakeholders HIGHLIGHTS OF PROJECTS (LAST ROLE)

Responsible for catering to Reporting and Analysis requirements for various projects run across the APJ region for cost efficiency and process improvement. Manage the complete life cycle of Data (Data Mining, Data Modelling, and Designing Dashboards in Qlikview, UAT and MTP.)

Currently manage the below mentioned projects.

Chat Acceleration – Tool Transition. (Process Improvement)

Cost Efficient Part Shipment. (Cost Efficiency)

Consolidation of Historical Data for various Metrics. (Planning and Forecasting)

Computation of performance based incentives and Agent Stack ranking. (Resource Management)

Data feed to finance for Billing Channel Partners (Finance)

Data for analysing the performance trend based on agent tenure (Agent Efficiency - Quality)

Data for tracking shipments and follow-up (Supply chain and Customer satisfaction) HIGHLIGHTS OF SPECIALIZATION

Over 4 years’ expertise in defining business solutions to Operations in an IT Service environment as a business analyst role - working with business owners and Operations

9 years’ experience working within an ITES environment.

Create exceptional business/functional requirements documents using cases and data

Excel in project leadership roles – managing/coordinating complex projects involving enhancements to existing product platforms

Strong listening and interpretative skills for facilitating understanding of issues and solution designs

Maturity and dispute resolution skills, able to address conflicting requirements required

Sound working knowledge of MS Excel, PowerPoint, Access, Hyperion, QlikView, SQL, VB and ASP.net

HIGHLIGHTS OF ACHIEVEMENTS

Designed reliable and robust template to compute the incentives, hence zeroed down on errors.

Designed web based team Attendance Tracker in ASP.Net.

Manage Data in RDBMS, and developed front end Qlikview Dashboards for various metrics.

Developed SSIS, SSAS and SSRS packages and Automations.

Consistently received recognitions from stake holders for process simplification and efficiency.

Delivered various trainings to various internal audience on MS Excel, Advanced Problem. Madhura Mohan Contd…

Creating dashboards using Tableau for different KPIs PROFESSIONAL BACKGROUND

Business Analyst 2011 - 2017

HP Global E Business Operations Pvt Ltd

Individual Contributor, involved in versatile activities across the team. Currently manage chat process for various teams across globe including consumer and commercial segment of HP as well as Partners.

Design and develop QlikView dashboards for various metrics, actively participate in UAT testing of various QlikView projects developed by other teams, provide insights on logic and calculation of KPI’s. Build and execute queries in Hyperion tool for data extraction Volunteer to cater to new Adhoc requests from business stakeholders

Define, plan, coordinate and obtain information requirements to support new projects for Operational Excellence.

Coordinate with multiple resources efficiently and effectively for effective management and cost saving, meet requirements, are implemented accurately and the full impact is understood by the higher management

Interface with internal business users as well as various outsource Vendors/Stake holders so the needs can be clearly understood, expectations managed and change initiated

Cater to various requests from Operations for driving success across key problem areas

Perform analysis for business applications using complex techniques like SQL, QlikView etc

Develop and implement plans to suite business plans and objectives NPI Coordinator (New Product Introduction) 2009 - 2011 HP Global E Business Operations Pvt Ltd

Hosts monthly conference calls with the Partner SPOC to review pending NPI unit repair, return, loan extension requests and conduct necessary audits.

Hosts quarterly conference call with the Partner SPOC for remote audit of NPI unit inventory location and status.

Visits the support partner location semi-annually to audit NPI unit inventory location and status.

Approves and facilitates Partner SPOC requests to repair, return or extend the loan of all NPI units.

Approves and facilitates Partner SPOC purchases of blank media to create Recovery sets for NPI units.

Facilitates shipment of factory-made Recovery media for NPI units to Partner SPOC

Notifies the Partner SPOC when NPI units are approaching obsolescence. Remote Escalation Specialist 2007 - 2009

HP Global E Business Operations Pvt Ltd

Managing level 2 support for various partners which includes partner calls, chats.

Auditing calls. Providing feedback to Agents.

Handled additional responsibility of training and mentoring new members in the team to help them understand the process and provide guidance in difficult situations.

Supporting Partners in hardware related issues.

Providing technical support to HP consumers over phone for technical issues with their Notebooks

Madhura Mohan Contd…

Ensure that the support scope is maintained for all scenario based calls including Product warranty, technical scope, repair scope etc.

Take ownership of the issue and try and fix it in the same call

Ensure the Quality aspect of the support is maintained Technical Support Jan 2007 – Oct 2007

HP Global E Business Operations Pvt Ltd

Joined as Level 1 technician, was responsible for Customer Satisfaction for the team.

Was a key team player to provide customized solutions for customer issues

Generate revenue by upselling, sale conversion for non-warranty repairs.

Use systematic techniques for specifying requirements - like use-case scenarios, process and data modeling, and data-flow diagramming

Analyze end user needs and developing customer oriented solutions which interface with existing applications

Technical Support Nov 2004 – Mar 2005

CLI3L (ITC InfoTech Pvt. Ltd)

Joined as Level 1 technician for AOL UK and was responsible for Customer Satisfaction for the UK customers.

Was a key team player to provide customized solutions for customer issues

Generate revenue by up selling, sale conversion for non-warranty repairs and additional warranty for in warranty customers.

Use systematic techniques for specifying requirements - like use-case scenarios, process and data modeling, and data-flow diagramming

Analyze end user needs and developing customer oriented solutions which interface with existing applications

Broadband Technical Support Apr 2005 – Apr 2007

CLI3L (ITC InfoTech Pvt. Ltd)

Promoted as Level 2 broadband technician, was responsible for taking remote access of the customers and resolve their issues

Was a key team player to provide customized solutions for customer issues

Handling escalation calls from L1 agents and resolving the issues

Generate revenue by up selling, sale conversion for non-warranty repairs and additional warranties.

Use systematic techniques for specifying requirements - like use-case scenarios, process and data modeling, and data-flow diagramming

Analyze end user needs and developing customer oriented solutions which interface with existing applications

EDUCATION

BE – Computer Science VTU, Belgaum 2004

Executive PGDM from Alliance University in Business Analytics 2019 Completed 9 months Data Science course from UPX Academy 2020 Completed Certification exam in Data Science conducted by Tech Mahindra 2021 Madhura Mohan Contd…

SAP ABAP Course from SAP Zen 2006

Lean Six Sigma Green Belt Trained 2016

Knowledge of Agile, Scrum and Water flow model

References Available on Request

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