SHOBANA JEYABAL

PHONE: +1-647-***-**** E-MAIL: adm4w1@r.postjobfree.com

** ******** *****, ********, *******- L3Z 0H8

Career Objective

Highly-analytic, creative Analyst with a special talent for analyzing tasks and evaluating business process needs for the companies.

Proficient in evaluating and resolving business challenges by collecting, reviewing and analyzing business process information

Good listener and communicator who effectively conveys information verbally and in writing

Professional and Technical Skills

Knowledge of Software Development Life Cycle (SDLC) and Development Methodologies in Agile & Waterfall

Knowledge of Visual Paradigm to create UML Diagrams Such as Use Case, Activity and Sequence Diagrams

Knowledge in performing Risk Analysis, User Stories and SWOT Analysis

Experience in SQL and UNIX

Solid Understanding of Balsamiq (Wire Framing Tool for creating mockups)

Knowledge of TABLEAU, ITIL Foundation and Lean Six Sigma

Solid Understanding of JIRA

Experience in HTML C, C++, Java (Basics)

Experience in Functional Requirement Specifications (FRS), System Requirement Specifications (SRS) and Use case Specifications.

Advanced computer skills in Microsoft Office: word, Excel, PowerPoint, Access, Outlook, Project

Education

Post Graduate Diploma in Business Analyst, Project and Service Management March 2018

Sunview College, Canada

Bachelor of Engineering in Electronics and Communication Engineering May 2008

Anna University, India

Certifications Obtained

Star Infoscion and E-banking technology.

Frontend tools & STF.

Work Experience

Intraday Analyst – Bill Gosling Outsourcing Jan 2021 – Till date

Bill Gosling Outsourcing provides business solutions to clients with various types of services including Customer Service, Sales, Accounts Receivable Management and Contact Centre Technology

Assist Work Force management with call flow analysis and suggestions using Real Time Metrics and Sales Force Software

Analyse call volume patterns in Real Time to optimize work shifts, breaks and lunches

Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioural issues

Identifying and addressing new and developing scheduling/staffing needs through reviews and evaluations of processes and provide coverage for all events.

Provide team leadership through direct coaching/mentoring and benchmarking team activities in support of corporate objectives.

Managing real-time adjustments, advised and forecasted potential opportunities, and made recommendations to ensure business strategic goals are met.

Analyzing and recommend staffing plans identifying optimal schedules and recommendations for ongoing adjustments and improvement to staff levels, skill groups and capacity plans.

Operations Support – Bill Gosling Outsourcing July 2020 – Dec 2020

Locate Customers Using Credit Bureau Information or databases.

Identify outstanding accounts receivable and historical data of debts and bills

Process payments and refunds.

Trace accounts using online tools and account systems.

Professionally negotiating with consumers and exploring money sources to determine the best possible arrangement.

Maximize revenue and achieve set goals and objectives.

Training people with the company software and workday enforcements.

Senior Financial Service Representative – Cash4You Corp Nov 2017 – July 2020

Cash4You is a Financial Institution that offers Installment loans and Payday Loans on their credit check.

Preparing and recommending quarterly and annual objectives of the branch

Ensures High Quality standards and loss prevention are maintained by following company policy and procedure.

Responsible for Recruitment and selection process and training.

Ensures Sales representative shifts are completed accurately.

Maintain Organized filing system and legal documents.

Ensures proper accounting and balancing the entire branch

Provides IT support to the system.

Performs Risk analysis and evaluation for the Installment Loans

Performs Check Cashing, Transfer money, Payday Loans after thorough analysis and validation of each file.

Responsible for sales, local marketing, collections, security, auditing files.

Senior Software Engineer – Infosys Limited Nov 2010 – July 2013

Infosys Limited is an Indian multinational corporation that provides business consulting, information technology and outsourcing services

Code Restructuring: Finacle Source code is segregated into different modules. The source code shared among modules are analyzed based on product functionality and are moved on to the respective modules.

Islamic Banking: Customized the conventional banking product as per the Islamic banking needs. Enhanced the current product, to support MUDARABAH, MURABAH and WAKALAH schemes.

Software Engineer - Infosys Limited Mar 2009 – Oct 2010

Performed Problem solving Lifecycle Management.

Impact Analysis Application Development and Maintenance

Written Oracle Stored procedures for data uploading into the tables.

Preparing the Unit Test Plans, Unit test Cases and Unit Test Results. Preparing Service Tester i-tree design.

Performed the user requirements and troubleshooting activities and resolved connectivity issues.

Implemented and maintained daily backup and archived data on tape. Created user accounts and system-level and user-level database objects. Exported and imported data using export/ import utilities

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