Customer Service Case Management

ROHINI CLARA LEWIS

******.*****@*****.***

Phone#: 914-***-****

SUMMARY:

With over 15 years in IT, I've excelled in system analysis, design, development, and implementation across Finance, Hi-Tech, Healthcare, and Public Safety. My expertise includes SQL analysis with MS SQL Server, MS Access, MySQL, and cloud-based data management in Agile environments.

Key Skills:

●Product Management: Managed roadmaps, requirements, and vendor relations for financial and payment processing products. Experienced in Agile/Scrum methodologies and persona development.

●Knowledge of SQL and other query languages understanding of databases, APIs, and integration concepts

●Customer Service & Contact Centers: Deep understanding of customer service and contact center operations, with experience in member management products, JIRA, including experience managing migrations, configuring workflows, and customizing tools per team needs.

●Good working skills on Buganizer, Bugzilla, Issue Tracker, JIRA and other Atlassian products.

●Work closely with Internal teams to storyboard user scenarios for case management applications to Define business outcomes for case management use cases.

Strengths:

●Leadership: Influential without formal authority, capable of motivating teams and making data-driven decisions.

●Process Development: Document current and future state business processes.

●Stakeholder Engagement: Gather, categorize, and prioritize feedback from stakeholders.

●User Feedback Analysis: Identify trends and recommend areas for improvement.

●Feedback Communication: Keep users informed about their submitted recommendations.

●Actionable User Stories: Convert user feedback into JIRA user stories reflecting desirable business processes.

●Project Communication: Share findings, recommendations, and updates with the team. Outstanding at creating presentations and building cross-functional partnerships.

●Cross-Functional Collaboration: Act as a liaison between technical and business teams.

●Testing Support: Draft user-friendly test cases and Participate in system testing to confirm requirements are met. Support end-user testing, track progress, and conduct follow-ups.

EDUCATION & TRAININGS:

●Bachelor’s Degree from Bombay University, India - BA from G.N. Khalsa College (1993 -1998)

●Completed Diploma in Computer Science from Datapro Information Technology (1995-1998)

●Completed 3 months of full time training in developing Windows-Based Application with Microsoft Visual Basic.Net at the Soft Origin Technical School.

●Completed Full time training in RDBMS Microsoft SQL 2000 from NIIT (2001: 6 months)

●Attended & Completed in-house training on PeopleSoft – PeopleTools 8 at Enterprise Technology Solutions (Sept 2004 to Nov 2004)

●Completed Tame Big Data to Drive Big Insight training at Stanford University of continuing Studies (Fall 2017: September - December) in Palo Alto.

●Completed a total of 6 workshops/Boot Camps: Data Analytics, Project Management, Product management, etc. at the General Assembly in San Francisco.

●Completed SAFe® 6.0 POPM Certification from SAFe Studio

TECHNICAL SKILLS / Operating Systems:

Windows Server 2008 R2 Windows 8/7 Enterprise DOS Windows NT/2000/2003/XP/98 UNIX

Languages:

Visual Basic 6 VBA .NET Framework Asp.Net Visual Studio.NET 2003 SQL Server 2000 HTML CSS

JAVASCRIPT XML UNIX

Databases/Software Applications/Tools:

Microsoft SQL Server 200*-****-**** R2 2012 2016 SSRS SSIS MS Access MS Project/MS Visio MySQL PeopleTools7.5 SAP Hana Tableau JIRA Bugzilla Buganizer TFS CRM Service Now MIRO Figma Salesforce Postman

WORK EXPERIENCE:

Employer : Sonus Software, Inc.

Project/Client : St. Jude Children’s Research Hospital - Memphis, Tennessee

Dates From : 03/2024 – Till Date

Role : Sr. Business Analyst / Sr. Business System Analyst/ Product Owner - ALSAC a $2.4 B per year FundRaising Team ALSAC (American Lebanese Syrian Associated Charities)

●Results oriented, client engaging Product Owner with extensive requirements gathering and product visioning, road map experience.

●Responsible for facilitating scrum events such as Sprint planning, daily scrum, Sprint review, and sprint retrospective.

●Help the team remove obstacles/blockers that are stopping the development or deployment process by facilitating the communication with external teams if needed or report any critical issues.

●Perform any necessary coaching to the team, improve the communication and collaboration within the team and stakeholders.

●As a Product owner, I work with solution architects on the product road maps, client elicitations, backlog management and prioritization as well as vendor management for financial reconciliation and payment processing products and allow for feedback or perspective to help improve the usability of the system.

●I am required to communicate large and complex issues in a structured and concise manner, to develop executive level/board of director level communication and material including PowerPoint presentations and analysis.

●Translate business requirements and functional specifications into business process requirements. Write ad hoc SQL queries to analyze data, supporting metric reporting and data mapping, at times assisted with ETL specifications.

●Collaborate with IT and other departments to fine tune data requirements on other business systems and tools to streamline workflows and data sharing.

●Review and edit technical documentation identifying workflows, use cases, user stories & test cases.

●Review and edit technical content for accuracy, clarity, and consistency, ensuring it aligns with system functionalities and user needs, and document step by step process instructions to achieve business objectives as required.

●Organize and structure for an easy to understand and navigate document/sow that is clear, user-friendly content that is accessible to a diverse audience, including end users, system administrators, and developers.

●Facilitated the planning to sunset aging web services and deploy APIs following industry best practices.

Employer : Sonus Software, Inc.

Project/Client : Office of Juvenile Justice - State of Louisiana – Baton Rouge, LA

Dates From : 02/2020 – 02/2024

Role : Sr. Business & Program Management Analyst/Scrum Master

●Working with the IT team on Business Process Re-Engineering in the Office or Juvenile Justice (OJJ).

●Determine operational objectives by understanding business functions, familiarize with multiple business processes and systems.

●Document requirements, define scope and objectives & evaluate output report requirements and formats.

●Facilitate project related meetings as a Scrum Master with development team & drive project related discussions to plan delivery artifacts in a timely manner.

●Perform duties of a Program manager in collaborating with various departments on the Enterprise application and participate in the product development life cycle.

●Communicate and coordinate activities with business teams, IT/systems organizations, and other groups involved in a project using project tools and platforms (JIRA, Slack, Teams, Wiki / Confluence)

●Help schedule and prioritize routine maintenance requests across current systems

●Interface between business teams and development resources to identify, define and document the project lifecycle

●Perform risk assessments, and identify and evaluate alternative solutions for improvements to processes.

●Responsible for overall delivery of solutions into production environment

●Coordinate across functional team of analysts, developers, testers to deliver solutions & implementation to projects/releases

●Interface with potential and existing vendors to incorporate tasks/integrations needed for projects and releases

●Experience in developing client / server-side web applications, Web API, Windows Services in Microsoft Visual Studio

●Create wireframes, prototypes, and mockups using HTML and CSS to demonstrate system functionality.

●Design user interfaces and workflows that adhere to business needs using HTML and CSS.

●Use Swagger to create, maintain, and update technical documentation for APIs and systems to ensure accurate communication between stakeholders.

●Leverage Postman for API testing to ensure integrations and data exchanges meet functional requirements, are secure, and are optimized for performance.

●Design system solutions using JavaScript for front-end or back-end application logic, ensuring scalability and maintainability.

●Assist in coordination of the UAT effort, Create Functional Test plan, Test Cases and conduct testing.

●Interact with business stakeholders for approval workflows, following Agile Scrum Methodology.

●Define project requirements by identifying project milestones, phases and elements

●Construct process workflows using MIRO, Figma, Visio & PowerPoint

●Support and validate Data analytics related work of OJJ team as part of peer review.

●Update backlogs and create detailed stories for upcoming Sprints and Sprint planning (JIRA)

●Prepare technical reports by collecting, analyzing and summarizing information used from daily, weekly and monthly reviews and analysis.

Employer : Sonus Software, Inc.

Project/Client : Google - Adoption - California

Dates From : 08/2019 – 01/2020

Role : Technical Program Manager - Adoption Program within Data Works portfolio

●Leading day to day activities of multiple scrum teams Understand project requirements, drive scope discussions, prioritization with alignment of project priorities with program level goals

●Create project plans, partner with product managers/ BSAs and Engineers to effort estimations and dependencies

●Own and drive Backlog grooming, Sprint planning and stand up meetings for global teams (US and India) Hold team members accountable and ensure timely delivery Communication: Prepare and send regular sprint updates and program updates to identified audience

●Proactively identify assumptions, dependencies, issues and risks. Drive discussions across the team to develop mitigation plans by providing insights and processes to execute highly cross-functional projects.

●Work with key stakeholders on multiple teams to execute scheduled tasks during each development cycle according to the SDLC.

●Provide continuous support for entities in their systems after successful implementations, including data management domains, e.g. master data management, reference data, data warehousing, BI & Analytics, ETL and API development, metadata management, data security, reporting & analytics, data quality & analysis, etc.

●Hands on day to day program/project management duties to make progress in a highly ambiguous environment.

●Create wireframes and prototypes that help visualize the user interface and experience, aligning them with business needs and user feedback.

●Work with Product and engineering teams to create & manage implementation plans including dependency mapping across multiple teams

●Manage multiple interdependent projects of moderate to high complexity and scope. Manage all aspects of program deliverables

●Conduct planning for Agile Sprints and manage scrum teams for agile delivery

●Strategically balance a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions and communicate across a wide variety of functions (e.g. Engineering, Business, Product Management)

Employer : Sonus Software, Inc.

Project/Client : Scan Health Plan - Long Beach, CA

Dates From : 07/2018 – 07/2019

Role : Sr. Technical Business Analyst - MedHok Implementation

●Reliable, proactive and quick learner with great communication skills and Agile SCRUM experience participating in agile cadences providing routine update on the work completed, effectively communicating project expectations to project team members and stakeholders in a timely and clear fashion with appropriate project documentation.

●Hands-on configuration of Custom fields, forms, objects, Dashboard/Report building, process mapping, Processes and workflows and other areas of improvement within current systems to improve efficiency for business users.

●Evaluated Business Requirements, led user requirement sessions focused on as-is v/s MedHOK processes documenting detailed requirements, business processes and solution designs.

●Prepare Business & Functional Requirements Documents, Test cases to define and document project scope, goals, deliverables to support business while collaborating with management /stakeholders.

●Facilitate meetings with Business users, technical team and Quality Assurance teams for test plans developed as listed in FDD specifications to test and validate results per success criteria.

●As a Technical BA with Software Engineer expertise, used MS SQL to write SQL queries to extract data to Capture User Requirements, review SSRS reports, created User Stories/ Screen Mockups, process flows and Mock-up dashboards using Tableau. Work with database objects on current Data Architecture to conduct thorough Data analysis on the Data Warehouse side by review of changes to reference meta-data specifications and provide Regulatory SME input to data standards, data quality, and data modeling teams.

●Develop wireframes and mockups to visually represent application features and workflows.

●Other duties include administrative, support rollout activities like documentation and ensuring training needs are met for new or existing applications, coaching new team members and leadership roles that make Scrum development/delivery possible (like removing obstacles that may impact the delivery of the product).

●Facilitate internal/external communications for task coordination, progress tracking/reporting, dependency management using project management tracking tools such as MS Project, Visio, JIRA, TFS to capture business requirements & Progress, MS Visio to document process flows.

Employer : SQL Data Solutions

Client : Pondera Solutions

Dates From : 05/2017 – 06/2018

Project : Department of Health California - Sacramento

Role : Technical Business Analyst - FDaaS

●Worked for the DHCS (Department of Health California State) on the Medi-Cal Program Integrity Data Analytics team at Pondera Solutions.

●Attended onsite meetings as a Business Data Analyst & resource dedicated to report information gathering for the DHCS .

●Continuously supported the FDaaS (Fraud Detection as a Service) to enhance and improve solutions on additional third-party data sources such as individual and business public records, licensure data, criminal history, etc., which may indicate an increased Medi-Cal program integrity risk.

●Performed Operational Data Analysis and Validation of dataset returned from third party vendors (LexisNexis/Appriss/ThomsonReuters/etc) to investigate frequency of populated fields, comparison of data requested (in SOW) vs data returned, assess usefulness of data.

●Conducted comparison of data provided vs. other data sources, quality checks of data returned

Ran batch ETL processes.

●Worked with clients to support the design and development of Salesforce solutions to leverage a true 360-degree view of each and every customer with Marketing Cloud.

Project : Sutter Health - Sacramento

Role : Salesforce Business Analyst

●Design, Create, verify/validate routine reports on the NGO & Gift processing requests.

●Created reports on Salesforce and maintained Access databases used for Philanthropy reporting.

●Create & maintain tools used by business operations so Finance can pull data on demand for further analysis. Played an active role in gathering, analyzing, and writing business requirements and documenting the same in the proper format for different projects.

●Collected and documented business processes as well as business rules that use Salesforce Lightning UI, created Components and Apps in salesforce lightning.

●Refined the automated process on MS Access, tracking issues, and documenting changes accordingly.

Employer : Sonus Software, Inc.

Project/Client : Medtronic - Carlsbad, CA

Dates From : 09/2016 - 04/2017

Role : Data Analyst

●Conducted testing as required by developing team using SQL queries

●Generate T-SQL and Access queries, charts and perform analysis of complaint data.

●Provide backup support for other CTS administrators.

●Provide backup support for the corporate monthly metric report

●Involved in documentation of Data Mapping and ETL specifications for Data warehouse.

●Assisted with various Analytic projects (i.e. data mapping, validation, database table assessments, etc.).

●Conducted project related presentations and provided reports to the higher management.

●Played an active role in gathering, analyzing, and writing business requirements documents.

●Assisted the PM in setting realistic project expectations and in evaluating the impact of changes on the organization and plans accordingly

●Prepared and updated BRD & FRD as and when requested by the Project Manager.

Employer : Sonus Software, Inc.

Project/Client : Applied Materials - Santa Clara, CA

Dates From : 09/2015 - 07/2016

Role : Technical Business Analyst

●Demonstrated Program Manager’s role in medium projects from collecting requirements to presenting Mock-Ups, preparing project schedules and working together with Scrum Master to ensure deliverables within each sprint is successful.

●Design, Create, verify/validate routine reports on the NGO & Gift processing requests.

●Create & maintain tools used by business operations so Finance can pull data on demand for further analysis. Played an active role in gathering, analyzing, and writing business requirements and documenting the same in the proper format for different projects.

●Collected and documented business processes as well as business rules that use Salesforce Lightning UI, created Components and Apps in salesforce lightning.

●Engaged with Business Users & Stakeholders to document business needs and requirements and suggested recommendations during implementations.

●Responsible for updating the issue tracking and project management application, JIRA for BIM Services. Learning Agile methodology used by JIRA.

●Managed and facilitated requirements gathering sessions with business and IT stakeholders resulting in moderated, orderly, and efficient meeting to Identify and define concise, cohesive, and comprehensive Business Requirements Documents.

●Created sequence/process flows, Mock-ups and use cases documenting functional (FRDs) and system requirements (SRDs) & define business metrics so the team starts development phase ahead of schedule.

●Data mining included: Execute data queries, Ad hoc analysis to compile data across multiple data sources in support of BI reporting needs, research the root cause then communicate the resulting insights with clarity for necessary actions on next steps, created Tableau dashboards to monitor & validate data for POC.

Employer : Sonus Software, Inc.

Project/Client : PALO ALTO NETWORKS, Inc. - Santa Clara, CA

Dates From : 08/2014 - 08/2015

Role : Sr. Data/Business Analyst (Teams: DQ/On-Off boarding /FICO/SAP) & DBA (Team: IAD)

●Executed database queries of business processes against sensitive data to support customer needs using MySQL/Access/Salesforce/SAP Hana & Data Services.

●As an Application Support analyst worked on incoming Service-Now tickets & was responsible to support, identify & triage incoming tickets appropriately.

●Determine which business processes must be followed depending upon the request of tickets/Incidents.

●Logging and tracking day to day issues per ticketing then document and communicate support issues clearly to our internal/external customers both on Business Intelligence and System side.

●Worked with a team for guidance/support to provide any needed administrative & Data Quality support.

●Created & executed various ad-hoc queries for data analysis across databases on production server.

●Pro-actively collected datasets from various business stakeholders and managed data.

●Performed Data Analysis to identify gaps & anomalies within the Data Set for the Data Quality team, SAP Hana Business Intelligence Team, Revenue Reconciliation & the On-boarding/Off-Boarding teams since December 2014 using MySQL/Access/SAP Hana.

●Work closely with the DevOps team to align business requirements with the CI/CD pipeline.

●As a Business Analyst & Project Coordinator on the On-Boarding/Off-Boarding process interacted with business stakeholders for approval workflows, following Agile Scrum Methodology & updating necessary tracking system to ensure that project status is maintained with complete accuracy & coordinated those with HR/Facilities/Security teams. Participated in planning and testing of HRIS version updates.

●Communicated issues to my Project Managers on critical issues & status before creating/ distributing correspondence relevant to the business teams & OO project team.

●Worked closely with PMs/Developers on tracking/reporting while supporting the PAS system to define scope and requirements for system changes to be implemented by IT.

●Collaborated with the Client Services team to ensure the collected information is sufficient for the Active Directory migration and provided data entry to support management ensuring accurate tracking & status of data collection.

●Worked on Data Services by creating jobs per ad-hoc requests from the SAP Hana team.

●Analyzed huge datasets for Waterfall comparison & Prepared Revenue reconciliation reports to support the Revenue Reconciliation project (FICO team) on a BI-weekly basis from Jan – Aug 2015.

Employer : VENIO LLC d/b/a KEANE - NYC, NY.

(Asset/Wealth Management – for Banks, Brokerages, Transfer Agents & Mutual Funds)

Dates From : 10/2009 - 08/2014

Role : SQL Developer & Business/ Data Analyst - Production Support

●Load data from various Financial clients (Banks, TA, etc) using ETL process. Loading from various data sources (MS Excel, MS Access and SQL Server, CSV, Flat Files etc.) into target database by performing different kinds of transformations using SQL Server Agent to automate the SSIS 2012/2008r2 package execution. Tested and managed the SSIS 2012 packages for day to day processing of external files from Clients, using ETL & Legacy DTS to transfer data between servers in SQL Server 2000/2005/2008/2008 R2/2012.

●Created database objects such as tables, views, stored procedures, Triggers etc. for Analysis.

●Conducted analysis per detailed specifications using SQL to perform on-line and batch testing of interface design and production support, especially for disaster recovery testing.

●Worked on CRM Software and in-house workflow management tools & creating rules.

●Designed over 20 reports to help quickly identify potential fraud and data errors resulting in 1M in saved revenue. Improved report function and automation cutting the processing time by over 40%

●Ensured different internal & external systems exchanged data according to the specification on the data mapping document to transform data from EDW to SQL Server & load data to fact tables.

●Created Hive Tables & loaded data into HDFS using AWS (Amazon Web Service) for a test run.

●Performed SQL Backup and Restore tasks on Various SQL Servers.

●Supported marketing teams with marketing systems for Audit & to automate exceptions reports, & Weekly Reports and sent to specified users groups.

●Deployed Reports for Internal, Departmental & Executive Reporting using SQL Server Reporting Services 2012/2008r2 maintaining on report Manager and Reporting Server.

●Was the Lead Contact since 2009 at the Semi-Annual External Audit on site visits at the NY location. Performed walkthroughs with External Auditors for SSAE 16 II Audit of reporting on the system for purposes of complying with internal control over financial reporting. Successfully completed the type II level examination & type I confirming steps to evaluate the operating effectiveness of the controls for six consecutive calendar months.

●Incorporated Financial reconciliation for various Corporate & Mutual Fund Issuers with our TA clients.

●Fund Merger/Corporate Action analysis for clients within our portfolio as it relates to Inventory.

●Create/run various Ad-Hoc projects and queries for our Executive Management Board using SQL/Access per requirements. Created Macros for Overlays & reports using efficient data retrieval techniques with successful testing.

●Participated in discussions & review meetings on application creation to understand the requirements and provide the back-end functionality for the applications to provide input into Business Requirements and Technical Design Documents.

●Troubleshooting & Supporting Operations with the existing MS CRM Application used internally. Provided advanced data source view mostly for data quality analysis and business analysis utilizing these data warehouses, Client/Server application development and implementation.

●Involved in Migration process (NY process to PA process), interacting with the team for Testing, coordinating, Documenting & training on the existing NY processes. Traveled to PA to Train Data Analysts/ Business Analysts / Relationship Managers for the above on some tools & processes.

Project/Client : EQUISEARCH, Inc. - White Plains, NY

(Asset/Wealth Management – for Banks, Brokerages, Transfer Agents & Mutual Funds)

Dates From : 07/2006 - 09/2009

Role : Software Developer

●Created the initial ETL packages to integrate financial data on an ongoing basis for processing external files received from Financial Clients using this ETL process.

●Define & design data sourcing to build the data source views and flows for data mining.

●Created Tables, Indexes, Stored Procedures, Functions, Triggers and DTS Packages to transfer data between servers in a SQL Server 2000/2005 environment, performing analysis.

●Used SQL Server Agent to automate the SSIS 2008r2 package execution. Tested and managed the SSIS packages, reviewed developer SQL code to ensure adherence to client standards and general best coding practices.

●Created Test plans, Test case, and Test scripts to test systems for data corruption, SQL errors and documented such bugs.

●Identified and added report parameters using SSRS 2008r2 to create reports based on the Business & Client requirements.

●Supported marketing teams with marketing systems & maintained the CR (change Request) of the company.

●Involved in the on-site Audit and did walkthroughs with the External Auditors for the SAS 70 (Type II) Audit in 2007 & 2008.

●Coordinating with the IT teams of Various Transfer Agents in order to understand the business needs and setting up objects accordingly.

●Troubleshooting & Supporting Equisearch Users with the Equisearch Services Internal Application. Worked closely with Accounting, Sales & Research departments to determine business rules for a smooth flow of business as usual.

Project/Client : BERLITZ INTERNATIONAL - Princeton, New Jersey

Dates From : 04/2006 - 06/2006

Role : Software Developer

●Berlitz International is a company that works as a source needed for effective language instruction, whether for business or personal enrichment.

●Involved in the Designing & Development using C# interface for LDAP database using Novell Netware & .Net technology with the Onsite/Offshore model, developing the site using Microsoft Content Management 2001

●Developed Scripts for replicating the data from Sybase Database to SQL Server Database.

●Performed SQL Backup and Restore tasks on Various SQL Servers.

NON-US WORK EXPERIENCE

PRUDENTIAL (PPMS) UK. India. Aug 2005 - Feb 2006

Software Developer & Tester

ORREX TRANSPORT PVT LTD. Jun 2005 - Jul 2005

Programmer Analyst

PRUDENTIAL (PPMS) UK. India. Oct 2004 - May 2005

Jr. System Administrator

VMCI. India. Dec 2001 to Dec 2003

Developer / Training & Documentation Specialist

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