Business Analyst Customer Service
Resume:
Swathi Itikala
Dublin, OH ***16
E-mail: *************@*****.*** Mobile number: 614-***-****
CAREER OBJECTIVE:
“I look forward to strengthening my skills and progressing in my career in the Administrative and IT area. I strongly believe that my ability to lead, eagerness to learn, and my hard work will help me persevere through a cross- functional career in the Administrative and IT industry".
QUALIFICATION SUMMARY:
●Proficient client relationship management and problem- solving skills
●Experience in data collection, requirement, functional analysis, and documentation
●Two years of experience as a Business Analyst and Functional Specialist
●Two years of experience in Executive, Hospital Operations Management Systems
●Diverse work experience including working with health care and banking industries
●Customer service experience in the retail and banking industry
WORK EXPERIENCE:
Store Associate- JC Penney May 2022- Present
●Served as a cashier at the checkout
●Assisted customers with payment methods and opened credit card applications
●Worked in the inventory management
Quality Assurance Analyst- JP Morgan Chase Feb 2015- Dec 2015
●Tested ATM machines and applications as per the test scripts
●Reported the defects of applications to the application developers and tested applications as per hardware and software test requirements
Executive Hospital Administration- Durgabai Deshmukh Hospital May 2009- June 2011
●Worked as a Manager-operation for purchase department
●Documented department level process flows in Word documents for generating operational manuals
●Standardized the tariff rates by doing price matches with other charitable hospitals
●Developed and implemented packaged rates by doing a cost analysis per surgery
●Monitored the hospital revenue weekly after tariff rates have been modified and reported to the CEO
●Generated reports department wise, doctor wise, and procedure wise and reports on revenue to the CEO of hospital
Enterprise HIS project - Business. Analyst - Tata Consulting Services, India Dec 2005 – Feb 2007
●Worked as a Business Analyst, Domain specialist, and Data analyst for Enterprise Based Healthcare Information System (Business Process Re-engineering)
●Recorded the user requirements in line with the current process flows of hospitals and requested for proposal
●Documented screen definitions, attributes and their inter module interactions at screen and attribute level for processes and sub-processes
●Designed the DFDs sub-process
●Identified interfaced equipment requirements with eHlS, triggering points, alerts, and messages at each sub-process level
●Developed user role matrix as per access rights (screen level and attribute level) for core healthcare modules
●Conducted various meetings with programmers and briefed them on the functionality of individual process
●Worked as a Module expert for Lab information systems (LIS), core healthcare modules like OT, Physiotherapy, Doctors modules, administrative modules like Admission, Transfer and Discharge and Registration module, and support modules like Laundry, Housekeeping and central sterilized supply department
●Assisted programmers to understand the user requirements to develop customized and standalone products
TOOLs: MS Visio, Visual Source Safe, Word, Excel, PowerPoint, MS Access
Apollo Hospital information system - Functional Specialist - Apollo Hospitals, India Aug 2005- Dec 2005
●Defined third level work process flows for various departments from various locations of Apollo Hospitals group
●Standardized process flows for entire group of Apollo Hospitals
●Identified system touch points and manual touch points in the workflows of the individual modules
●Gathered requirements from management and users for re-engineered product by conducting interviews and presentations with management staff and department heads
TOOLS: Word, Excel, PowerPoint, MS Access
EDUCATIONAL QUALIFICATIONS:
●Masters in Hospital Administration, India, 2006
●Bachelor of Science, India, 1994
●Post bachelor’s in Microbiology, University of Akron, OH, 1999
COMPUTER SKILLS:
Languages &Reports: Visual Basic 6.0, MS Access, Crystal Reports RDBM: Oracle 91, Oracle Forms and Reports
Tools: Visio, Word 2003, Excel 2003, PowerPoint 2003, Visual source Safe 6.0
Operating Systems: Windows XP, UNIX
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