Customer Experience Business Analyst

Sangeetha Venkatesh

408-***-**** **************@*****.*** linkedin.com/in/sangeetha-v-831480175

BUSINESS ANALYST

A wealth of experience in Program Management, Project Coordination, Business Analysis, and QA across many domains in Agile methodologies. An ambitious team player, driven to provide excellent service to business clients and stakeholders, thriving during tight deadlines and refining their needs into a single consistent vision.

Technical Expertise

Modelling Tools: UML MS Visio

Methodology: Agile Waterfall SCRUM/Kanban

MS Tools: MS Office (Word Excel Power Point Outlook Visio Project) SQL

Content Management Tools: SharePoint Confluence WordPress

User Experience: Prototyping Interviews UAT testing

QA Test tools: JIRA

Other tools: Slack Smartsheet Google Suits Lucid Charts OneNote Remedy

SDLCTracker SERVICENOW Tableau

Soft Skills

Collaboration Communication Creativity Visual Thinking Work Ethic Enthusiastic Inter- Personal skills

PROFESSIONAL EXPERIENCE

CLIENT: WELLS FARGO, Concord, CA June 2020 - to Date

Project: Customer Experience/ NPS - Enterprise Customer Experience Platform

Title: Lead Business System Analyst/Consultant

Responsibilities:

Wells Fargo leverages Medallia, third party vendor for SaaS application for Enterprise customer experience platform NPS surveys.

Coordinate documentation, communications, and training materials in Confluence for releases.

Identify gaps that could breach release schedules and Service Level Agreements by providing workarounds ensuring configuration and testing is successful for deployment with limited disruptions.

Provide Vendor Management, contract review and agreement.

Capture the Business requirements and translating them into user stories to track on Kanban board.

Create Change Requests and work closely with the Change Coordinator to ensure Change Requests gets approved for new implementation timely which prevents an unauthorized change.

Partner with each line of business stakeholders, Strategy & Operations leads and Configuration Leads to successfully roll out Surveys for Wealth & Investment Management (WIM), Auto Lending, Contact Center, ATM & Merchant services LOB’s.

Engage Wellsfargo file transmission services team to establish new connection to send and receive data files from Medallia ensuring the files are encrypted leveraging SFTP connection.

Troubleshoot Production issues and getting it resolved within stipulated timelines to ensure SLAs are not missed and closing them in Service Now.

CLIENT: NETAPP, Sunnyvale, CA October 2019 - June 2020

Project: SAP SAS Card Remediation Program

Role: Remediation Program Manager

Responsibilities:

Spearheaded SAP SAS Card remediation program, removing all roadblocks for seamless process and mitigated communication gap.

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Created Resource Requests and assigned project resources, FSE's, and TPM's.

Requested and managed Third Party Maintenance (TPMs): determined assignments, established schedules, assisted with questions and issues.

Communicated Change requests and cancellations to Service delivery Manager, CSR and TPM’s and SMIT team who monitors and provides zoom during remediation.

Updated project statuses and notes for project documentation, forecast purposes, and ad hoc reports.

Used Excel VLOOKUP to bring in Change Request and engineer DC access information, SDM (Engineer details) and CSR (Tech Cases & FSO’s) information into Master spreadsheet and Pivot tables for slicing and dicing data.

Followed up with respective TPM’s for engineer information who will perform remediation activities.

Validated engineer onsite and completed time on FSO Lookup and corrected on SAP CRM tool for billing purposes to partners.

Implemented engineer’s “first last name search capability” to produce valid results in the Partner profile tool.

Used NetApp’s internal tool to look up Field service order status, action plan, ETA, Completion time.

Collaborated effectively with account teams, customers, and the TPM partners globally (APAC, EMEA & AMERICAS).

Used MS SharePoint for team collaboration and as a document repository.

Worked cross-functionally using MS Teams for virtual collaborations with global teams and time zones.

While wrapping up the program, conducted Retrospective meetings including SWOT analysis to archive strengths, weaknesses, opportunities and threats involved and archived lessons Learnt.

CLIENT: FACEBOOK, Menlo Park, CA January 2019 - Aug 2019

Project: Portal & Portal+ QA & Dog Fooding

Role: Project/Product Coordinator

Responsibilities:

Organized workload efficiently to handle multiple tasks, work effectively, while maintaining accuracy and follow-through.

Worked with cross functional teams & developed communication materials as needed.

Maintained project documentation, plans, reports & created meeting minutes.

Interacted with AR/VR Prototype Inventory Management Team to coordinate device delivery & to track device status by using home grown tools.

Oversaw Device Management: Deploy, Swap, Recall & Scrap.

Refurbished DF devices, set to OTA channel, verified build updates on devices, set to sleep & Factory reset.

Demonstrated research, analytical skills, and resourcefulness to anticipate and recognize problems, suggest appropriate alternatives or solutions, initiate or implement solutions, and follow through independently.

Updated & maintained team task tracker on daily/weekly progress.

Task coordination/verification and added appropriate tags for closed tasks.

Met deadlines in a strong service-oriented environment with changing priorities and frequent interruptions.

Maintained Master DogFooder list on Excel and Onboarded/Offboarded Former FB employees with devices.

CLIENT: AMISTEE - A B2C COMPANY, Midwest, MI January 2017– December 2018

Role: Project Coordinator

Responsibilities:

Enhanced E-Commerce Capabilities for Amistee website, automation of work order system to improve digital experience.

Collaborated Search Engine Optimization (SEO) services with the developers & designers to increase site traffic by 40% over a two-month period.

Collaborated with UI architects to create low fidelity wireframes & screen mockups for suggested screen layouts & actively participated in GUI review sessions.

Created UI mockups using Balsamiq for ‘’Online Service feature’’ by collaborating with UI designers.

Ensured seamless Digital Experience across Omni channel (Android, IOS, & Tablet) through Mobile Responsive Design for "Online Price Quote” functionality with designers & developers to design for mobile first.

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While planning for failures & disasters, was exposed to GitHub Enterprise to automatically backup files as part of Disaster recovery plan (DRP) to Mitigate Risk.

Identified bugs during the test phase and assigned to the QA using JIRA as a reporting tool.

Kept track of the timelines and 3rd party dependencies to be able to execute project on time

Prioritized and groomed Product backlog issues to ensure timely and quality deliverables using Scrum board.

Facilitated all scrum ceremonies: sprint planning, backlog grooming, daily stand ups (to discuss status update, planning update & if any roadblocks to the current executable work), sprint retrospectives and release planning, using sprint burn down, Gantt charts to monitor progress, w.r.t triple constraints - Scope, Schedule and Cost.

Managed and tracked WBS, requirement gathering, user story grooming, RACI/RAM, project plan, project scheduling, project scope, sprint goals, release timelines, risk analysis(escalated project risks and issues in JIRA), mitigation plans, issue escalations, resource management, project dependencies & implementation.

CLIENT: MCCARVER - ALSO A B2C COMPANY, Michigan May 2015- December 2016

Role: Business Analyst

Responsibilities:

Gathered requirements from the clients and enhancement of Ecommerce website including Blogging, uploading content, and testimonials leveraging WordPress.

Headed Software Development Life Cycle experience including Requirements, Specifications Analysis/Design, and Testing as per the Agile Iterative Software Development Life Cycle process.

Conducted JAD sessions and interviews to elicit requirements and verified according to specification.

Managed client relationships, being the point of contact between client and offshore development team.

Collaborated with project manager to assist with project plans, budgeting, scope creep and feature creep.

Ensured work standards were met and maintained, including production, quality, and customer service while finding and resolving errors throughout the process.

Organized and conducted review and daily stand ups meetings with Scrum Master, Architect, and Application System Engineers in Kanban environment.

Leveraged Confluence for project issues and back-end process integration, documentation & tracking change requirements.

EDUCATION

Bachelor of Commerce, Accounting Feb 1998 – Mar 2001

Bangalore

PMP Training completed March 2016 - May 2016

San Jose University, CA

Volunteered at NetApp November 2019

For Rise Against Hunger Event- was proactive in signing up to pack 120,000 meals for children and families in Poverty

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