SAGAR GAVALI

SUMMARY

Business Analyst

adh87r@r.postjobfree.com

+91-976*******

WORK EXPERIENCE

linkedin.com/in/s1g1

SKILLS

Business Process Management

Business Analysis

Financial Governance

Process Improvements

Project Management

Process and Data Mapping

Pega Functional support

Gap Analysis

Customer service

Workflow Management

EDUCATION

B.E.

University of Pune

CERTIFICATION

Certified IT Business Analyst

B.E.

University of Pune

A diligent and solution driven professional with diverse experience of 5+ years in Project Management, Account Delivery Management, Business Process Management and Customer Service seeks a position in a progressive organization that incorporates varied spectrums of work & diversity with welcome attitude for new ideas to enhance overall growth of the organization. BUSINESS ANALYST

Vodafone Shared Services (June 2019 - September 2020)

Supporting service delivery managers to plan and create business cases and change requests.

Gathering data from stakeholders and performing due diligence for new services.

Coordinating with service lines to understand their capability to deliver services.

Understanding the pipeline of demands and working with the Resource Planners to ensure an appropriate supply of resources.

Managing approval workflow of on-going business cases to get approval within OLA timeline.

Fixing discrepancies in the on-going and historic business cases and change requests.

Performing user acceptance testing and raising defects before deployment of new release of an application.

Giving sign-off to development team after testing and validating hotfixes and new functionalities.

Participating in requirement gathering for development of new functionalities.

SENIOR ASSOCIATE

Concentrix (November 2015 to August 2018)

Resolving customer problems and complaints by clarifying the issue, explaining the best solution and following up with cases.

Delivering excellent customer service when offering advice in a professional and efficient manner.

Working in compliance with high standard company practices and in accordance with brand requirement.

Employing teamwork skills by supporting the work of others and acting as a team member while positively delivering solutions and solving any problems.

Promptly attending customer requests to meet and achieve KPIs, exceeding targets and expectations.

CUSTOMER SERVICE ADVISOR

Mphasis (April 2015 to October 2015)

Attending inbound calls and providing support & resolution to customers’ queries with the help of CRM application.

Continuous follow up of serious escalations & disputes and get them resolved by senior authority.

Maintained first call resolution (FCR) score around 90% which reduced repetitive calls.

Work closely with managers and SME to identify areas of improvement based on customer enquiries landscape.

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