Business Analyst Customer Service

W O R K E X P E R I E N C E

Altice (Optimum) June 2021 – Present

Business Analyst

Driving digital transformation for Optimum's 12 million Residential and SMB customers, agents, and customer service representatives by working with UX design and research, digital adoption, data storytelling, experience testing, and production support.

• Collaborated with cross-functional teams to gather and analyze requirements for various projects, facilitating alignment between business stakeholders and technical teams.

• Documented comprehensive business analyses, identifying issues, opportunities, and innovative solutions to enhance operational efficiency and achieve business objectives.

• Conducted GAP analysis of business rules and process flows, identifying discrepancies and inefficiencies, and recommending actionable improvements.

• Streamlined the process of reporting system-related issues, enhancing communication channels between end-users and technical support teams, resulting in quicker issue resolution.

• Assisted the Product Owner and development team in crafting high- quality user stories that effectively conveyed complex business problems, leading to improved project understanding and execution.

• Translated overarching business and technology strategies into detailed requirements and deliverables, ensuring project alignment with organizational goals.

• Successfully integrated new products and services, regulatory requirements, tools, technologies, and markets into existing operations.

• Served as ultimate facilitator between business and IT in understanding the business needs.

• Worked in partnerships with project managers, Business stakeholders, and IT interfacing groups.

S U M M A R Y

Results-oriented Business Analyst with a strong background in process improvement and data analysis, seeking a challenging role as a Business Analyst - Process & Data at Altice Optimum. Committed to driving operational efficiency, enhancing the customer experience, and facilitating business growth through strategic recommendations and effective collaboration with cross-functional teams.

203-***-****

ady4z1@r.postjobfree.com

Stamford CT

B U S I N E S S A N A L Y S T

F A Y Y A Z

U L L A H

S K I L L S

Management and Op-Analysis

• Project Management, Problem-solving,

New product development

• GAP, SWOT, Return on Investment (ROI),

Trend Analysis, Risk Analysis, Cost Benefit

Analysis

Applications

• ServiceNow (for ticketing)

• JIRA: For project management from

initiation to completion

• Latex, Microsoft Office

• Trello Board: For tracking yearly Roadmap

and projects timeline, Medallia (text

Analytics)

Software Development Life Cycle

• Agile, Waterfall, Spiral, Scrum

Relational Database

• MySQL, MS Access

Data Analytics and Visualization

• MySQL for scripting. For Analytics SPSS,

MS Excel and for visualization Power BI,

Tableau and MicroStrategy

• Lead cross functional teams across sales,

operations, and analytics to deliver

complex strategic and tactical insights.

Documentation

• BRD (Business Requirements Documents

• FSD (Functional Specification Document)

• UML – Case diagram, Activity, Sequence

Diagram, SIPOC Diagram (Process

Improvement, SIX SIGMA)

• UAT (User Acceptance Testing)

Business Modelling

• Process Modeling, Workflow modeling:

Tools- Microsoft Visio, MS Project

• Advanced proficiency in MS Office

Applications: Word, Excel, Visio,

PowerPoint

P R O J E C T S

• Performed root cause analysis of

explosion at acme company

• Analyzed adidas sales dashboard in the

USA using MS excel

• Analyzed Adidas sales dashboard across

the USA

• Dashboard design for Maven hotel

group

MS Engineering Management.

University of Florida,

BS Computer Engineering,

Comsats University, Islamabad,

Pakistan

Microsoft Office suites (Word, PowerPoint,

Access, Excel, Outlook, Project, Visio), Rational

Rose, Rational Requisite Pro, Clear Quest, JIRA,

Confluence, Clear Case, MS SharePoint, Alteryx

Business Analyst Skills

• Waterfall, Rational Unified Process (RUP)

& Agile methodology

• Software Development Life Cycle (SDLC)

• Unified Modelling Language (UML)

• Joint Application Development (JAD)

sessions

• Rapid Application Development (RAD)

technique

• Gap Analysis

C E R T I F I C A T O N S

• Tableau Essential Training

• Scrum: Basics

• Microsoft Excel: Advanced Excel Dashboard

Design

• Alteryx - The Complete Masterclass

• Big Data Visualization Toolkit (Tableau,

Alteryx, Qlik Sense)

Johnson & Johnson Jan 2019 – Dec 2020

Business Analyst

• Assisted customers with inquiries, resolved issues, and provided information about products and services.

• Recorded customer interactions and feedback accurately in the company's database.

• Communicated effectively with customers through written correspondence and phone calls.

• Collaborated with the technical team to address non-routine situations and provide comprehensive solutions.

• Assisted in the creation and updating of standard and ad hoc tracking and reporting requests.

• Define product requirements and prioritized features based on customer and market needs.

• Conducted market research and analyzed data to make informed product decisions.

• Managed the product roadmap and backlog to ensure timely delivery of features.

• Identified and tracked key performance indicators (KPIs) to measure product success

T O O L S & T E C H N I Q U E S

E D U C A T I O N

Attitude Control of Quadcopter using

Deterministic Algorithms

P U B L I C A T I O N

Contact this candidate