Jan 2024 – Present · 2 yrs 2 mos

• Undertook focused upskilling in Business Analysis through hands-on, project-based work aligned to SaaS and platform use cases. Acted as project lead, guiding requirement gathering, documentation, and walkthroughs for BA projects. Created BA artifacts including BRDs, FRDs, workflows, functional specifications, and acceptance criteria. Facilitated requirement reviews, stakeholder discussions, and validation exercises. Supported mock UAT and requirement validation, improving documentation quality and completeness.

Jun 2022 – Mar 2024 · 1 yr 9 mos · India · Remote

• Worked with startups, founders, and small businesses to translate business needs into clear, structured documentation.
• Created Market Research, Customer Experience & Growth, SOPs, BPMN diagrams, process flows, BRDs, FRDs, and workflow documentation for operations, product, and service teams.
• Gathered requirements through stakeholder discussions and converted them into actionable business and functional documents.
• Designed AS-IS and TO-BE process models to support process improvement and operational efficiency.
• Supported product and operations teams with user stories, acceptance criteria, and backlog documentation.
• Delivered documentation for domains including Healthcare, Insurance, SAAS, E-commerce, and Service Operations.
• Ensured clarity, compliance, and usability of documentation for both technical and non-technical stakeholders.
• Key Skills:
• Business Analysis · Requirements Gathering · SOP Writing · BPMN · Process Mapping · Stakeholder Coordination · Agile Documentation · Workflow Optimization

Jan 2022 – Jan 2024 · 2 yrs

• Voluntarily founded and managed a city-level women’s community focused on safe networking, learning, and professional visibility. Collaborated with doctors, lawyers, academicians, and women entrepreneurs to curate and facilitate knowledge-sharing sessions. Coordinated speakers, discussions, and community engagement initiatives. Moderated conversations and established community guidelines to maintain a respectful environment. Strengthened stakeholder coordination, facilitation, communication, and leadership skills.

Nov 2021 – May 2022 · 6 mos · Bengaluru, Karnataka, India · Remote

• Resolved high-volume employee HR queries (email/chat/phone) across attendance, leaves, payroll inputs, benefits, and policy interpretation within strict SLAs.
• Drove end-to-end case management: ticket triage, root-cause diagnosis, documentation, and timely closure with clear, empathetic communication.
• Maintained 95%+ quality on audits—accuracy, policy compliance, and data hygiene across HRIS/ticketing tools.
• Advised employees and managers on global HR policies, leave programs (incl. sick/FML/LOA), and time & attendance exceptions, reducing reopens and escalations.
• Logged and updated sensitive employee data with high confidentiality (GDPR/DPDP principles) and zero data-privacy incidents.
• Monitored queue health and prioritized backlog to meet daily/weekly SLA targets; flagged risks early and coordinated quick recoveries.
• Partnered with Payroll/Benefits/Workforce Management to resolve cross-functional issues and prevent pay-impact defects.
• Identified repeated contact drivers; proposed SOP tweaks and knowledge-base updates to cut handle time and repeat contacts.
• De-escalated complex or sensitive cases with calm, solution-focused communication; prepared clear handoffs for Tier-2/Policy teams when needed.
• Generated daily case notes and summary reports for leadership—trends, defects, and action items.
• Trained/mentored new hires on workflows, macros, quality standards, and customer-obsessed communication.
• Executed quality self-checks and peer reviews; shared feedback loops that lifted team QA scores.
• Used HRIS/ticketing (e.g., Workday/ServiceNow-style tools) to track lifecycle events (hires, transfers, separations) and ensure policy adherence.
• Supported peak operations (payroll cutoff, holiday schedules) with extended coverage and precise coordination.
• Contributed to continuous improvement projects—SOP refresh, canned responses, and FAQ expansions—to scale consistent resolutions.

Jan 2021 – Jan 2022 · 1 yr

• Supported high-volume employee operations within a structured, SLA-driven environment. Analyzed recurring issues and followed defined workflows to resolve cases effectively. Maintained ~95% quality score through strong adherence to standards and accuracy. Collaborated with internal teams to resolve escalations and improve operational effectiveness.

May 2017 – Aug 2020 · 3 yrs 3 mos · Pune, Maharashtra, India · On-site

• Worked as a business liaison between clients, banks/NBFCs, and internal processing teams to translate lending policies into clear, executable requirements.
• Elicited and documented business requirements related to loan eligibility, documentation standards, and approval workflows.
• Analyzed customer financial data (income, credit history, liabilities) to assess loan eligibility against lender-specific rules and criteria.
• Created and maintained process documentation, checklists, and trackers to standardize loan processing and reduce errors and rework.
• Identified process gaps and bottlenecks in application and documentation stages and recommended improvements to enhance turnaround time.
• Ensured data accuracy and completeness across loan files by validating inputs before submission to stakeholders.
• Acted as a single point of contact for stakeholders, managing expectations and resolving clarification gaps during the loan lifecycle.
• Supported lead qualification by analyzing incoming inquiries and aligning them with suitable loan products and lender requirements.
• Monitored loan status and maintained reporting dashboards (spreadsheets) to provide visibility into pipeline, approvals, and closures.

Jan 2017 – Jan 2019 · 2 yrs

• Managed end-to-end operational workflows and client coordination. Tracked documentation, timelines, and execution quality.

Jan 2016 – Jan 2017 · 1 yr

• Supported research and documentation workflows for US-based mortgage clients. Analyzed turnaround times, exceptions, and operational inefficiencies.

Apr 2016 – Apr 2017 · 1 yr · India · On-site

• Role Overview: Support the Research team within Ocwen’s servicing business unit by analyzing and resolving borrower inquiries, liaising across departments, and ensuring timely, accurate responses.
• Responsibilities:
• Review and evaluate incoming correspondence from borrowers to determine the nature of issues—whether they are complaints, requests, or inquiries—and accurately classify them.
• Conduct detailed, thorough analysis of each case to understand root causes and craft a complete, accurate resolution.
• Collaborate with relevant business units (e.g., operations, underwriting, servicing teams) to gather critical data or documentation required to resolve cases effectively and within turnaround time (TAT) standards.
• Handle administrative and processing tasks to support Research department workflows, ensuring smooth case progression and documentation integrity.
• Deliver empathetic, customer-centric service with a focus on homeownership solutions and positive borrower outcomes aligned with Ocwen’s mission.

Jul 2013 – Aug 2015 · 2 yrs 1 mo · Pune Area, India

• Client Coordinator – Investor Relations
• Link Intime India Private Limited
• Registrar & Share Transfer Agent (RTA)
• Role Overview:
• Act as a vital bridge between corporate clients, investors, and internal teams, ensuring seamless investor interactions, compliant handling of transactions, and high-quality client servicing.
• Key Responsibilities:
• Resolve investor and company client queries related to IPOs, share transfers, refunds, dematerialization, duplicate certificates, and dividend payouts via email, letters, and calls—maintaining prompt and accurate service.
• Coordinate issuance and dispatch of duplicate refund orders, demand drafts, share certificates, and other investor-related documents, ensuring timely delivery and compliance.
• Process investor requests for share transfers, demat consolidation, splitting, and replacement, managing each request through the complete lifecycle with precision.
• Maintain detailed records of investor communications and transactions, producing MIS reports and tracking case status to support transparency and audit-readiness.
• Indeed
• Respond to investor complaints and inquiries with empathy, clear communication, and adherence to regulatory guidelines—ensuring investor satisfaction and trust.
• Collaborate with internal teams (e.g., operations, compliance, client onboarding) to resolve escalations, and ensure accuracy in SEBI/Regulatory filings and corporate actions.

Jul 2013 – Aug 2015 · 2 yrs 1 mo · Pune Area, India

Jan 2013 – Jan 2015 · 2 yrs

• Supported compliance and investor service workflows for corporate clients. Coordinated documentation, regulatory timelines, and audit readiness. Assisted with process documentation and data validation.

Jun 2012 – Jul 2012 · 1 mo

• Researching about potential markets for Tata International in Scandinavian countries namely Sweden ,Denmark, finland
• Collecting various facts and figures regarding the consumer behaviour and buying pattern of these countries
• Highlights: effectively collected the data and was able to conclude the report that was usable by the company
• Part –Time assignments
• Appointed as coordinator for the visit of foreign students to India who came as a part of student exchange program. In 2003 and 2007

Jan 2008 – Jan 2011 · 3 yrs · Ujjain Area, India

• Managing the office activities like receiving news and arranging them also responsible for other jobs assigned by the editor and a special correspondent for cultural events in the city.