Smv Dharshini19

Senior Business Analyst

• Job Details:Led end-to-end requirement gathering, gap analysis, and documentation aligning business needs with project scope and objectives. Analyzed, optimized, and reengineered business processes, mitigating risks, improving operational efficiency, and ensuring seamless system integrations. Acted as a liaison between operations and IT, coordinating system upgrades, enhancements, process improvements, and managing UAT and change requests. Utilized Power BI for data analysis, providing actionable insights through dashboards and reports, and reporting progress and impediments during sprint cycles and collaborated with KPI and reporting teams to define, track, and visualize key performance indicators (KPIs). Implemented risk management strategies to minimize delays, ensuring high-quality, on-time project outcomes while assisting in development and testing activities. Mentored business analysts and maintained comprehensive project documentation including BRDs, FRDs, use cases, process flows, RTMs, and sprint artifacts. Collaborated with front-end teams to develop user interfaces using HTML, CSS, and JavaScript, aligning UI design with business needs for ERP and CRM systems. Supported business and PM teams using Agile/Scrum methodologies, managing roadmaps, expectations, and project progress.

Business Analyst

• Job Details:Participated in system support and user acceptance testing (UAT) activities within the CRM platform. Analyzed, troubleshooted, and resolved client and customer (B2B and B2C) issues efficiently. Led, scheduled, and monitored program management activities addressing customer-related concerns. Assisted customers in navigating products, resolving technical issues, and guiding them through solutions. Recorded all customer interactions, transactions, and feedback accurately in the CRM system. Ensured adherence to predefined SLAs for response times and issue resolution, maintaining service efficiency. Took full ownership of customer issues, collaborating with relevant teams to ensure complete resolution.