CHRISTA WIJENDRAN - PGBA, BBA, BA Certified

Mckinney, TX

adz5ni@r.postjobfree.com Mobile +1-469-***-****

Summary

Business Analyst Skills:

● Expert in doing Use Cases, creating Activity diagrams and Context diagrams with UML using modeling tools such as MS Visio.

● Conducted Joint application development (JAD) sessions with relevant Subject Matter Experts and documented reports, implementation requirements, project status reports, oral presentations, e-mails, etc.

● Adept in gathering business requirements pertaining to functional, non-functional, and data aspects of the business. Held meetings with stakeholders and end-users to determine needs and necessities.

● Knowledge in Data Modelling and Process Modelling using a structured approach using MS Visio, Enterprise Architect.

● Experience developing web-based applications screen mockups, wireframes, and UI.

● Design and review of various documents including the Software Requirement Specifications (SRS), including USE Cases, Business

● requirements documents (BRD), Use Case Specifications, Functional Specifications

(FSD), Systems Design Specification (SDS), High-

● Level Design Documents(HLD), Requirement Traceability Matrix (RTM) and testing documents.

● Experience in using defect tracking tools JIRA & HP QC to address bugs/issues and interacting with the development team to fix them.

● Excellent Interpersonal, and Analytical skills, with ability to handle challenges under pressure with ease.

● Experienced in MS Office (Word, PowerPoint, Excel, and Visio).

● Experience in the documentation of system and business requirements and specifications, design, and development of use and test-case

● scenarios and root-cause analysis, GAP analysis, developing test plans, conducting user acceptance testing, training, and implementing new processes and technology. Hospitality Management Skills:

● Extensive experience in managing and developing multiple properties

● Expert in controlling inventory, monitoring budgets, training staff, and adhering to food hygiene policies.

● Record of accomplishments in boosting hotel revenues and ratings through customer query addressing, issue resolution, and operational readiness.

● Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

● Demonstrated analysis and management skills that aligned with goals and drive organizational objectives to streamline and sustain business operations.

● Successfully launched new products into the market.

● Analyzing sales figures, reports and the different market segments and channels to define the best-suited pricing and distribution strategies.

● Experience working with multiple brands such as IHG, Wyndham, Marriott.

● Multiple PMS management such as Fosse, Opera PMS, Opera cloud, SynXis.

● Event Management including banquet and meeting room sales

● Financial Management including budgeting, forecasting and revenue management

● Talent-spotting, recruiting and providing ongoing training.

● Monitoring and motivating staff with constructive communication in a positive work environment and a shared vision of targets and career progression.

● Strong track record of demonstrating strong analytical and problem-solving skills Work Experience

Assistant General Manager March 2023- Present Courtyard by Marriott- Lewisville, TX

● Direct and coordinate hotels activities to obtain optimum efficiency and economy of operations, and maximize full potential with a balanced focus on hotels mission, guests, employees and owners satisfaction

● Assist the General Manager day to day operations and business planning

● Assign duties to HOD's and observer performance to ensure adherence to hotel policies according to

● Marriott and Highgate SOPs and establish operating procedures

● Provide ongoing training to staff and HOD's

● Act as the hotels public relations director and promotes the property within the hotel industry, local community and trade associations

● Assisting the Bistro staff early mornings and evenings as required

● Monitor the Guest feedback Medalia and other OTA sites

● Reviewing Guest GXP cases regularly

● Making weekly staff schedules for front desk, Bistro and housekeeping departments. Making sure the labor hours adhere to budget

● Receive and resolved or assists the General manager in resolving guest complaints and service recovery process

● Select or assist in the selection of hotel staff and completes all new hire paper works

● Review employee performance and conduct personnel actions such as disciplinary actions and

Terminations

● Maintain accurate records including cash flows sheet, guest floor limit, AR Aging reports, Direct billing etc

● Making necessary orders for breakfast, market and hotel supplies through Highgate Birch street

● Assisting General Manager during Morning meetings or conducts the morning HOD meetings in the absence of General Manager

● Adhere to all franchise and company procedures and regulations as well as standard operating

Procedures

● Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards

● Ensure the objectives and goals of Marriott and property owners work together to achieve brand positioning and success

● Assist GM in key property issues including capital projects, customer service and refurbishment

● Assist General Manager in wage scale surveys and ensures employee wages are followed by the company and industry salary guidelines

Performs daily, weekly and monthly property inspections

● Ensure property, grounds, physical plant and work areas maintained to standard Builds strong working relationships and communications with hotel staff, HOD's and other departments to ensure maximum operating effectiveness and fulfillment of special event need

● Cover shifts for other departments as required

● Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to GM

● Audit on par stock on all areas to make sure that all required hotel supplies are ordered and stock in advance of needs

General Manager

La Quinta Inn and Suites by Wyndham - Addison, TX

July 2022 to March 2023

● Oversee day-to-day hotel operations

● Design strategy and set goals for growth

● Maintain budgets and optimize expenses

● Set policies and processes according to Wyndham standards and SOPs

● Ensure employees work productively and develop professionally

● Oversee recruitment and training of new employees. Provide continuous training to front desk and housekeeping as required

● Evaluate and improve operations and financial performance

● Direct the employee assessment process

● Prepare regular reports for upper management. Provide strategies and procedures for development of the property

● Ensure staff follows health and safety regulations

● Verify track and process payroll biweekly

● Coordinating with Revenue management and Sales teams

● Reordering and stocking hotel supplies, breakfast supplies and market supplies

● Ensuring guests satisfaction adhering to Wyndham count on me program through continuous staff training

Assistant General Manager

La Quinta Inn and Suites by Wyndham - Addison, TX May 2021 to June 2022

● Lead departments and departments heads in daily operations Oversee hotel departments to ensure an optimal level of service and hospitality are provided to guests

● Resolve guest complaints in a timely manner

● Oversee the operations functions of the hotel.

● Provide effective leadership to hotel team members.

● Lead all key property issues, including customer service and handling complaints, and oversee the service recovery procedures.

● Manage the ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.

● Deliver hotel budget goals and set other short and long-term strategic goals for the property.

● Ensure full compliance to hotel operating controls, SOP's, policies, procedures, and service

Standards.

● Developing improvement actions, carry out cost savings.

● Closely monitor the hotel's business reports daily and take decisions accordingly.

● Ensure that monthly financial outlooks are on target and accurate. Duty Manager

Aimbridge Hospitality - Frisco, TX December 2020 to May 2021

● Direct, oversee, and manage daily operations at Holiday Inn Express Frisco and Preston Place (Previously known as Hampton Inn and Suites)

● Performing front desk, front desk supervisor duties and providing excellent customer experience to guests

● Uphold and enforce company policies and procedures and implement new processes

● Suggest changes to operating standards in order to improve the efficiency of daily tasks

● Help foster a positive working environment for all workers and check in regularly to ensure

employee satisfaction

● Complete daily operational tasks in a timely manner Perform general office duties as needed (sending/answering emails, phone calls, filing/electronically inputting forms, etc.)

● Build and maintain positive staff and management relationship Train new hires on daily tasks, PMS and other areas of duties

● Organize and distribute schedules and assignments

● Assist with budget creation, Inventory checks and orders

● Liaising with housekeeping, maintenance and Front desk staff daily tasks and duties

● Assigning Housekeeping tasks and responsibilities and overseeing the tasks upon completion

● Maintaining and working towards meeting daily OCC rate over 50% through excellent guest services, maintaining high customer satisfaction scores, and assist in rate setting

● Bringing in new business (customer) leads for block booking and events Project Coordinator

Infosys Ltd - Richardson. Client - Verizon TX

September 2019 to January 2020

● Maintain and monitoring project plans, project schedules, work hours, budgets and expenditures.

● Organizing, attending and participating in client meetings.

● Documenting and following up on important actions and decisions from meetings.

● Preparing necessary presentation materials for meetings.

● Ensuring project deadlines are met on time.

● Coordinating with leads and teams for task order management.

● Providing administrative support as needed.

● Undertaking project tasks as required and developing project strategies.

● Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project.

● Assess project risks and issues and provide solutions where applicable.

● Coordinating employee engagement activities and organizing team events.

● Technical writing on team activities and events.

● Chair and facilitate meetings where appropriate and distribute minutes to all project team members.

● Create a project management calendar for fulfilling each goal and objective. Account Project Manager

Booking.com - Colombo, Sri Lanka July 2017 to April 2018

● Managing a large portfolio of properties on assigned areas, ensuring effective business strategies

● Day-to-day proactive communication with partners in your region by telephone, by internal messaging and occasionally in person to assist with the development of the business; Building productive relationships with partners to ensure that they offer the best availability and rate structure

● Discuss opportunities with partners that will help improve business by using Booking.com BV's

internal tool of priority setting

● First point of contact for key local accommodation partners, answering questions and queries, taking actions as needed

● Participation in weekly team learning in office

● Advise accommodation partners regarding their (potential)webpages on the Booking.com website and how they can amend data with respect to supply, availability, specials, promotions

● Liaison person for properties to contact when they have questions by phone and the Account Managers are unavailable

● Providing support to properties or Booking.com BV in building the webpage for accommodations and/or maintaining property information on the Booking.com website

● Verifying that the website has accurate information on properties and pictures of newly registered accommodations

● Delivering training by phone to new and or existing properties on how to use Booking.com’s extranet and rates & availability system

● Providing properties with information and advice mainly by phone, including follow-ups

● Looking after IT/administrative related tasks in consultation with the Senior Account Managers, providing information support to Booking.com Business Analyst

AVH Distributors and Vass Group of companies - Colombo, LK February 2015 to April 2017 And Feb 2020-Dec2022 Remote

● Work with business, IT and Testing Center of Excellence to ensure requirements support design, build and testing activities.

● Perform other job-related duties as assigned.

● Extensively coordinated with the source application team to create/Update a Data Dictionary listing all the source system data elements.

● Used Visio to create various Environment diagrams and Data Flow Diagrams (DFD).

● Write and Execute SQL queries to test data and update the queries as required.

● Responsible to create a Data mapping document between source and target.

● Created a Systems Requirement Document (SRD) based on the BRD.

● Monitored and approved all work requests such as application turnovers that impacted supported production areas. Communicated to IT and the BU for scheduled downtime and outages.

● Performed gap analysis of the current system to the desired system and documented requirements for control gaps identified.

● Created User stories and assisted to break down the user stories into a number of tasks.

● Conduct research and analysis to assist with the identification of benchmarks.

● Conducted review sessions with Business and IT teams to baseline the BRD (Business Requirement Document).

● Worked with Business teams and IT teams to gather High-level business requirements, detail-level business requirements and functional design documents.

● Develop and document AS-IS and TO-BE processes using Swim Lanes in Visio.

● Developed flow diagrams for the Business process of the company. UI Wireframes and Mockups using Microsoft Visio.

● Identified and documented issues, risks, gaps and their impact to the project life cycle. Provided recommendations and alternatives.

● Provided periodic status reports to the Manager to serve as the teams assessment of the project and its schedule.

● Participate and lead the gathering and documenting of functional, non-functional and user requirements to support projects and initiatives.

● Coordinated large-scale project deployments. Planned, tested and executed Business Continuity Plan.

● Ensured maintenance of support documentation on the Web and created an atmosphere of continuous improvement.

● Partnered with the Firmwide Projects team to deliver enterprise-wide technologies.

● Ensured client needs and service levels were met. Worked with the Helpdesk to ensure all policies and procedures were updated.

● Coordinated bug-fixing activities are related to issues that rose during end - User Acceptance Testing (UAT).

● Managed and coordinated all IT desktop-related projects

● Created customized business unit reports including service desk trends, project updates, audit/risk, etc.

Other Work Experience

Business Analyst and Business Development Analyst

Rathi Group of Companies - London, UK - June 2011 - December 2014 Education

Postgraduate Degree in Business (2023)

Purdue University-Online Campus

Certificate in IT Business Analysis (2022)

Teklabs - Shiva Info Grp

Bachelors in Business Administration (2011 to 2012) Heriot-Watt University - West London College

Foundation Degree in International Business (2009 to 2010) American National College - Colombo, LK

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