Business Analyst Customer Service

Madhavi Dasyam

H*-EAD *******.********@*****.*** 609-***-**** Atlanta, USA

Professional Summary

Proven track record in detail-oriented Business Analyst with experience in data analysis and process improvement. Skilled in translating complex data into actionable insights and collaborating with cross- functional teams to drive business solutions. Proficient in SQL, Excel, and Tableau with a strong foundation in statistical analysis.

Skills

• Technical: SQL, Excel, Tableau, Power BI, Python (Basic)

• Analytical: Data Analysis, Statistical Analysis, Process Mapping, Requirements Gathering

• Soft Skills: Problem-solving, Communication, Presentation, Team Collaboration Experience

Lead Teacher Sept 2023 – Jan 2024

O2B School Atlanta, GA

• Led a team of 2 teachers in developing and implementing engaging and developmentally appropriate curricula for preschool-aged children.

• Collaborated with parents and caregivers to support student learning and development, conducting regular parent-teacher conferences.

Cashier June 2023 – Jan 2024

Kroger Atlanta, GA

• Provided exceptional customer service by efficiently processing transactions and addressing customer inquiries and concerns.

• Maintained accuracy in cash handling and inventory management, ensuring adherence to Kroger's operational and safety standards.

Elementary Teacher Oct 2015 – June 2017

Mega Kids School Hyderabad, India

• Implemented innovative teaching methodologies such as inquiry-based learning, project-based learning, and experiential learning to enhance student understanding and critical thinking skills.

• Integrated technology effectively into lessons to support learning objectives and enhance student engagement.

Business Analyst June 2013 – Sept 2015

HCL Technology Chennai, India

• Assisted in documenting current customer service processes using flowcharts and process maps. Identified 3 key bottlenecks, leading to recommendations that improved response time by 20%.

• Created Excel-based KPI dashboards for IT service desk performance monitoring. Automated report generation, reducing monthly reporting time from 2 days to 2 hours.

• Assisted in coordinating UAT for new CRM system, managing test cases and defect tracking. Contributed to successful system launch with 95% user acceptance rate.

• Supported senior analysts in collecting and documenting user requirements for internal mobile app. Conducted 10+ user interviews and created initial draft of functional specifications document. Technical Support Lead Dec 2007 – June 2013

HCL Chennai, India

• Led a team of 14 members for British Telecom, delivering outstanding service quality and exceeding performance metrics.

• Implemented strategies to understand client needs, resulting in tailored solutions and high customer satisfaction.

• Gained valuable experience in international markets, working with clients from diverse backgrounds. Technical Support Representative May 2007 – Dec 2007 Cambrian Technology Hyderabad, India

• Provided expert technical support as part of an 8-member team, demonstrating strong problem- solving skills.

• Consistently recognized for rapid learning abilities and top-tier performance in a fast-paced environment.

• Utilized consultative approach to understand client issues and deliver tailored solutions effectively. Education

BTech: Computer Engineering – TRML, Hyderabad, India Aug 2003 – Apr 2007 M.Sc: Psychology – ANU, Hyderabad, India (Pursuing) Creativity & Volunteering

• Published two poetical books in Telugu language.

• Authored around 100 articles and press reports for community events.

• As the Literary Co-Chair of the American Telugu Association, I wrote the Kickoff song for the 2024 ATA Convention and conducted various literary events.

• I served as the Literary Chair for both the Greater Atlanta Telugu Association (GATA) (2020 - Present) and the Telangana Development Forum (TDF) (2022-2023).

• I am a Choreographer and Trainer in Indian Classical Dance and Vocal Music, where I trained children and women and organized performances for various events.

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