Business Analyst Scrum Master

Sushma Penumala

**************@*****.*** 813-***-**** Linked In

PROFESSIONAL SUMMARY

Business Analyst with over 5 years in healthcare, eCommerce, technology, and banking, skilled in agile methodologies, data visualization, and process optimization. Proficient in tools like SQL, Tableau, and JIRA, with certifications in PMI-ACP, Scrum Master, and Six Sigma. Adept at aligning business objectives with technical solutions to drive efficiency. SKILLS

Project Skills: Real-time Data Analytics, Competitive Analysis, Strategic Planning, Forecasting, Prioritization, MySQL, JIRA, Scrum, UI/UX, Microsoft Project, Product Roadmapping, Python, User Stories, Use cases, Workflow Management. Programming and tools: Tableau, SharePoint, C #, Power BI, Visio, MIRO, Angular, HTML, C, C++, Java, R Studio. Certifications: PMI-ACP, Scrum Master, Six Sigma, Product Management, Program Management, AI, Python, Pega PROFESSIONAL EXPERIENCE

SRS Consulting Services, Raleigh, NC Feb 2023 – Present Business Analyst

• Collaborated with supply chain and product managers to analyze and streamline end-to-end defect lifecycle workflows, enabling early defect detection and reducing turnaround time by 35%.

• Conducted root cause analyses on failure points within claims and logistics processes, identifying bottlenecks and defining future state frameworks that improved service delivery and compliance by 20%.

• Developed and implemented a defect prioritization matrix aligned with business impact, customer availability, and cost mitigation, ensuring optimal resource allocation for resolution.

• Worked closely with cross-functional teams (Dev, Ops, QA, Compliance) to document and validate user stories in JIRA, maintaining complete traceability and clear acceptance criteria.

• Led user acceptance testing (UAT) for analytics-driven system enhancements, verifying data integrity and ensuring stakeholder sign-off prior to deployment.

• Extracted, transformed, and visualized defect trend data across multiple systems using SQL, BigQuery, and Tableau, uncovering key drivers of churn and influencing a 25% retention improvement.

• Served as the central point of contact between technical teams and business stakeholders to ensure end-to-end alignment on defect-related enhancements, backlog items, and operational reporting.

• Translated business needs into actionable data models and Tableau dashboards, enabling executive leadership to monitor structural cost impacts, SLA adherence, and customer NPS metrics.

• Regularly produced business cases for defect handling strategy shifts, incorporating quantitative ROI assessments, resource utilization forecasts, and risk evaluations.

• Implemented a real-time issue tracking and feedback loop for continuous defect monitoring, reducing escalations by 40% and increasing transparency across departments.

AT&T, Texas, USA Jan 2022 – Nov 2022

Program Manager

• Directed a cross-functional effort to stabilize a 1PB data center migration, leading issue tracking and business impact analysis for potential downtime, aligning all resolution paths with SLA and cost targets.

• Facilitated requirement-gathering sessions with manufacturing, logistics, and IT stakeholders, capturing systemic defect trends and recommending workflow adjustments that reduced processing lag by 25%.

• Advocated for and implemented agile methodologies to accelerate resolution of product and process defects, reducing release backlog by 35% and increasing deployment reliability.

• Designed Power BI dashboards that consolidated performance metrics across inventory, availability, and scrap budgets— empowering senior leadership to make proactive operational decisions.

• Created data transformation pipelines to normalize defect records from disparate systems, producing a unified view of performance bottlenecks and helping prioritize resolution based on cross-functional KPIs.

• Partnered with Product Owners to define acceptance criteria for defect resolution and operational enhancements, enabling more accurate sprint forecasting and delivery milestones. Amazon, Hyderabad, India Jul 2019 – Jul 2021

Business Analyst (LMAQ)

• Applied Lean and Six Sigma techniques to map and refine the defect management process, eliminating 15% of non- value-adding steps and enhancing throughput efficiency.

• Developed predictive models to anticipate failure points in logistics and delivery cycles, reducing incident rates by 20% and improving SLA compliance.

• Conducted root cause and trend analysis using NPS, churn, defect codes, and resolution times, then worked with QA and Manufacturing to deploy corrective actions that boosted service quality.

• Facilitated strategic planning sessions to align operational improvements with customer availability goals, successfully balancing structural cost and fulfillment KPIs.

• Led cross-functional retrospectives post-defect escalation, identifying opportunities for automation, rework reduction, and scrap budget control.

• Integrated UAT feedback loops into defect resolution lifecycles, ensuring long-term sustainability of solutions and continuous feedback to product and IT teams.

EDUCATION

University Of South Florida – Muma College of Business CGPA: 3.7/4.0 Aug 2021 – Dec 2022 Master of Business Analytics and Information Systems Course Work: Business Analysis, Project Management, Decision Processes for business continuity and disaster recovery, Data Visualization, Advanced DBMS, Analytical methods for business, Data Mining, Market Strategies. VNR VJIET, B.Tech in Computer Science and Engineering CGPA: 3.6/4.0 Jul 2015 – May 2019 CourseWork: Probability & Statistics, Business Economics & Financial Analysis, Artificial Intelligence & ML, DBMS.

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