Customer Service Business Analyst
Resume:
BENSON JOSHUA JOSE
PROD / PROJECT LEAD, TESTER EXPERT
Address:
Dallas, Texas
Phone:
Email: ****************@*****.***
LinkedIn: https://www.linkedin.com/in/benson joshua-0210b6159 Dear Sir/ Madam,
As you can notice in the attached CV, I have had the privilege of working with few of the renowned firms which has helped me garner various skills such as critical thinking, identifying and suggesting best practices, striving for innovation, examining and enhancing status-quo, keen attention to details and most importantly managing projects with the firm which I enjoy and believe to be the crux of this role. I am always fascinated by putting the pieces together and it’s process which forms certain silos or fragment of tasks in shaping a new workflow and alongside enhance seamless user experience.
I am confident that my education and experience to date provide me with skills that would be valuable to any firm. I have provided potential ideas to business in order to reduce financial risks and improve customer service. I am eagerly waiting to hearing from you and should you need anything further with regards to my application, feel free to reach out and I shall be happy to oblige. Yours Sincerely,
Benson Joshua Jose
CURRICULUM VITAE
Work Experience:
Horace Mann, Tester expert (April 2022 - Present)
• Extensive experience in coordinating testing effort, responsible for Test Deliverables, status reporting to management, Issue escalations and resource scheduling.
• Stakeholder management is of the essence in this role and I am instrumental in understanding stakeholder perception of various projects and relaying to relevant team(s).
• Expertise in regression, smoke and functional testing in guidewire.
• Properly resolving problems and troubleshooting issues as they arise.
• Developing and Maintaining Test Scripts, analyzing defects and interacting with development team members in fixing the defects.
• Instrumental in SPRINT and daily SCRUM activities.
• Supporting and collaborating with offshore in test deliverables and status reporting alongside assisting them with testing activities.
ANZ Support Services, Analyst, Sr Analyst and Prod / Project Lead (August 2011 to July 2021)
ANZ provides a range of banking and financial products and services to more than 5.7 million retail customers. Among the top 4 banks in Australia. Analyst -
• Understanding client needs when it comes to platforms servicing Mortgage Loans and relaying detailed end user needs to development teams.
• Scrutinising user test cases before commencement of UAT and ensuring in line with stakeholder(s) expectations.
• Aiding in UAT and regression testing whilst determining / flagging bugs and potential flaws.
• Facilitate monthly meeting with clients to document requirements and explore solutions.
• Engaging and maintaining a strong customer-oriented drive by delivering the best of decisions and ensuring zero errors.
Sr Analyst -
• Maintaining and updating SOPs for applications servicing Mortgage Loans, Personal Loans and banking settlement systems.
• Acted as business analyst or product lead to various projects that involved in simplifying and enhancing user experience which has resulted in cost saves on various occasion.
• Preparing periodic MI reports which will depict status of various projects to relevant stakeholders.
• Ownership of user stories in JIRA and taking appropriate action in timely resolution, delivery and seeking end user feedback of various projects.
• Active participation in approving UAT test scripts that have been conducted by peers and junior testers.
Prod / Project Lead -
• Managing various JIRA dashboards of multiple projects for easy and seamless MIs.
• Planning UAT and regression tests, releases, technical change requests and being PROD ready well before deadlines whilst ensuring complete support or handholding during new releases.
• Monitoring the hourly target of the team whilst ensuring quality output.
• Active involvement in product, QA, compliance, projects, upstream (developers) and downstream (end user) teams to work towards simplification of process or bridge the gaps in existing process by implementing agile methodology.
• Performed various UAT testing whilst also developing test scripts for end users relating to platforms servicing, home loans, credit cards, personal loans, payments
(SWIFT systems) and mortgages.
• Overseeing periodical maintenance of daily, weekly and monthly product health and rolling out outages or blast notifications to end-users whilst maintaining status tracker(s) until resolution.
• Identified various enhancements within the process and rendered production hours save upon collaborating with various operations teams.
• Handling escalations from various teams and also addressing various hurdles within the projects and team(s) in a timely manner.
MANAGEMENT, EXPERT ROLE & ACCOLADES:
• Managed the QC of more than 70 FTEs working in 6 different processes (Australia and Manila) which have multiple sub- processes across two different departments.
• Daily, weekly and on Monthly basis, reports to send for management stakeholders.
• Report any Risk or Bold incident to Risk Manager and maintain the risk register up- to-date.
• Macro VBA idea implemented that has considerably saved time in performing escalation and day-to-day.
• Appreciations from team Managers and BDM's for the speedy and disciplined execution of requests.
• Been nominated & Awarded as the Best Performer, Extra miler, Quality Hero and CEO Recognition.
• Remarkable experience in conducting internal quality audits. Education:
Master of Business Administration Finance and Marketing (November 2013) - New Shores, Punjab Technical University, Bangalore, India. Bachelor of Business Management (July 2011) - New Horizon College of Engineering, Bangalore University, India.
I hereby confirm that all the above furnished details are accurate to my fullest of knowledge.
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