Project Manager Customer Service

Hetal Raval 425-***-****

***** **** ** **, ******* WA 98028 ******@*******.***

LinkedIn profile: http://www.linkedin.com/in/hetalr

Objective

To obtain a position as a Project Manager, Business Analyst, or a Marketing Analyst in today’s competitive work environment.

Education

MBA from City University specialized in Project Management with 3.8 GPA from Jan’2008 – Sep’2009

BS in Physics from Mumbai University in Jun ‘98

Microsoft Certified Systems Engineer

Masters Certificate in Business Analyst

Experience

Amdocs Project Analyst Apr’10 – Current

• Responsible for analyzing projects and other project information to help project management team

• Responsible for preparing analytical and statistical reports and providing them to the authority

• Prepare new policies and strategies with the managers to meet company objectives

• Responsible for handling other tasks and duties as assigned

SIFE, City University Market Research Analyst Jul ’09 – Dec ’09

Assignment was to develop a Marketing plan for the City of Camas tourism program to attract quality visitors to increase Camas tourism business income and tax-revenue through effective marketing and promotion efforts to sustain vibrant healthy economy for the city.

Verizon Wireless, Bellevue Business Analyst Apr ’04 – Jun ‘07

Assignment was to consult and manage business requirements documents for migration of billing system from existing Vision billing to new Converges Infinys billing system. The Infinys billing and customer order information in real-time increased first-call resolution while reduced call processing time by 40% improved overall CSR team performance.

• Business Requirements gathering for replacing Vision billing system to new Infinys billing system.

• Developed project business cases for customer service software\ systems change, process change, change management, controls and training.

• Involved in workflow analysis and design, business process reengineering, user interface design, use case design, documentation, process flow modeling, traceability matrix, validation and measuring KPI metrics.

• Determined user/business/functional requirements. Transformed business requirements to functional specs.

• Presented periodic Dashboard reports on the current program, future opportunities, forecasting solutions, and customer issues.

JPMorgan Chase, Mumbai Project Lead Jul ‘00 – Feb ‘02

I worked in all phases of systems development lifecycle - from project scoping, planning, and requirements definition to issues resolution, implementation for Midas Asia-Pacific database projects at JPMorgan a leading financial firm.

• Provided project leadership to developers, designers and testers for Midas database development, including budget control, project timetable, status reporting, client/project team coordination, and quality assurance.

• Streamlined the user authorization process with defined Midas workflows that reduced open security risks.

Wipro InfoTech, Mumbai Systems Analyst Nov ’98 – Jun ‘00

Assignment was to plan and implement merger activities of various sites for client ICICI a leading financial institution at a centralized location. Coordinated, documented and executed hardware and software system admin tasks, helpdesk activities, software upgrades, licenses, patches on desktops and servers.

References: As per request

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