Business Analyst Customer Experience

SPOORTHI CHANDRASHEKARAPPA MAHADIMANE

**********@*****.*** 551-***-****

PROFESSIONAL SUMMARY

Experienced Business Analyst with 3 years of expertise bridging business operations and technical solutions across telecom and financial services.

Adept at conducting requirement elicitation sessions with stakeholders to uncover service gaps, operational bottlenecks, and business process inefficiencies.

Strong background in SQL-based data analysis, enabling extraction, transformation, and interpretation of complex datasets to support both customer experience enhancement and financial forecasting accuracy.

Hands-on expertise in building interactive dashboards (Tableau, Excel, Power BI exposure) that transform raw datasets into actionable business insights.

Proven ability to partner with cross-functional teams (engineering, operations, finance, HR, UX) to translate analytical findings into strategic initiatives and system improvements.

Skilled in Agile practices – backlog management, writing detailed user stories, defining acceptance criteria, and coordinating sprint ceremonies to deliver timely solutions.

Demonstrated success in product analytics (video streaming reliability, feature adoption, churn reduction metrics) and financial analytics (cost modeling, billing audits, compensation analysis).

Experience collaborating with leadership teams to influence decision-making through data-backed reporting and KPI dashboards.

Effective at creating and maintaining documentation (Confluence, workflow diagrams, process maps) ensuring knowledge transfer and long-term process sustainability.

Foundation in financial process optimization (billing, payroll audits, vendor agreements) complemented by advanced skills in data-driven customer experience improvements within digital platforms.

TECHNICAL SKILL

Programming Languages: Python (Pandas, NumPy), SQL, R (Tidyverse, Plots, Shiny)

Software: Google Analytics, Microsoft Project, Tableau Desktop, Power BI, GitHub, Visual Studio, Microsoft Excel (Vlookup, Pivot Table, Correlation, Regression, Forecasting, 3D maps, Solver Optimization).

Collaboration Tools: Atlassian Jira, Confluence, Bitbucket.

Professional skills: Leadership, Time Management, Collaboration, Critical Thinking, Communication, Problem Solving.

WORK EXPERIENCE

Business Analyst (HCL Technologies) – End Client Verizon (Irving TX)

Aug 2024 – Present

As part of Verizon’s Fios Video product team, I focus on bridging the gap between operational issues and technical solutions. My role involves gathering requirements from stakeholders across customer experience, video engineering, and digital product teams, and translating these into technical specifications and actionable dashboards. Using SQL and Tableau, I analyze user behavior, service incident logs, and support feedback to drive enhancements to product features and video service reliability.

Responsibilities:

Collaborated with cross-functional stakeholders (product, operations, engineering) to identify service delivery gaps and customer pain points in the Fios Video ecosystem.

Conducted detailed requirement-gathering sessions to understand goals around buffering reduction, content delivery optimization, and customer satisfaction KPIs.

Extracted and transformed complex service-level data from SQL-based data warehouses to analyze video streaming patterns and customer support trends.

Built and maintained Tableau dashboards that visualize metrics such as session drop rates, error logs, customer churn indicators, and platform usage by region.

Used historical trend analysis to identify systemic video delivery bottlenecks and partnered with engineering to prioritize fixes based on impact.

Managed Jira backlogs, wrote user stories with defined acceptance criteria, and facilitated sprint planning and daily stand-ups with engineering and QA teams.

Coordinated A/B testing metrics and monitored analytics for product feature rollouts like pause/resume sync, personalized content, and UI/UX updates.

Collaborated with UX teams to translate user feedback into measurable frontend improvement strategies, tracked via visual performance dashboards.

Facilitated post-deployment retrospectives to assess dashboard adoption and validate if data-driven insights were actionable and impactful to operations.

Aligned all documentation in Confluence with version-controlled specs, wireframes, and data dictionaries for seamless team handoffs and ongoing support.

Financial Business Analyst – Insight Talent Solutions (India)

Jan 2020 to July 2022

As a Financial Business Analyst, I collaborated with finance and HR departments to analyze workforce cost trends, vendor billing models, and operational KPIs across consulting engagements. I helped develop reporting tools to increase transparency around spend forecasting and financial planning, laying a strong foundation in data analysis, stakeholder management, and business process optimization.

Responsibilities:

Analyzed historical billing and payroll data to uncover inefficiencies in consultant compensation models and contract billing cycles.

Created Excel-based financial models that projected quarterly costs by client, department, and role level improving financial planning accuracy.

Collaborated with HR and finance to build a compensation analysis framework comparing internal consultant costs versus industry benchmarks.

Conducted audits of time-sheet submissions, vendor invoices, and client billing discrepancies, reducing billing delays and reconciliation issues.

Generated weekly financial KPI reports (utilization, margin per role, contract variance) and presented findings to leadership for strategic decisions.

Worked with IT to ensure data alignment between payroll systems and project management software, resolving data sync and reporting inconsistencies.

Designed cost-trend visualizations to highlight over-utilized consultants, underperforming contracts, and non-standard rate agreements.

Documented business workflows for vendor billing, time tracking, and consultant onboarding, suggesting process enhancements for automation.

Supported quarterly business reviews with financial reports that informed renegotiation of client contracts and vendor agreements.

Laid foundational experience in SQL querying and basic BI tool use (Excel PivotTables, early Power BI exposure) for financial analytics.

CERTIFICATION

IBM Data Analyst

Certificate of Advanced Study in Information Security (Syracuse University)

Certified Scrum Master

AWS Cloud Essentials

EDUCATION

Syracuse University, School of Information Studies, Syracuse, NY

Master of Science in Information Systems Certificate of Advanced Study: Information Security Management

BMS Institute of Technology & Management, Bangalore, India

Bachelor of Engineering in Information Science and Engineering

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