Aug 2021 – Apr 2022 · 8 mos · Gurugram, Haryana, India

• Capture & clarify business requirements from stakeholders and pass on to developers and assist in designing solutions for business
• Analyze key performance indicators and act as a proxy customer with the development teams, facilitating open communication between the customer & development team
• Obtain agreement on business analysis deliverables ensuring that they meet all the requirements of the business
• Support business & technology teams in data analysis and during UAT phase

Dec 2018 – Jul 2021 · 2 yrs 7 mos

• Handling Chatbot flow design for internal Tech Care assistance to colleagues
• Reviewing and analyzing requirements for completeness
• Translating and simplifying business requirements to make them ready for development
• Developing assets for a project that are easily reusable across other projects with similar requirements
• Working with the Development and QA team for development, AI training and quality validation
• Reviewing operational procedures and methods, map current business processes, define and analyze business activities, identify best practices, and recommend improvements
• Keeping track of key KPIs for each assignment
• Managing prioritization and trade-offs among customer experience, performance, and operational support
• Negotiating development support to arrive at a feasible solution that will fit within the defined schedule
• Managing multiple assignments and align them with business priorities and deadlines

Nov 2017 – Dec 2018 · 1 yr 1 mo

• Performing coverage audits and provide spend analysis solutions to clients basis their spend, transaction count and supplier count. Helping stakeholders with analytical insights by presenting creative dashboards visualizing best available spend options.

Dec 2016 – Nov 2017 · 11 mos

• As Senior Business Analyst in Data, Strategy & Insights in American Express’ Global Commercial Payments division in India, I support business growth through spend/coverage analysis for acquisition, expansion and retention of middle market, large market and global client groups.

Feb 2016 – Dec 2016 · 10 mos · Gurgaon, India

• Worked as Programmer Analyst for Google My Business Large team, handling and optimizing the accounts of various business of large scale and small scale clients and making their data live on Google Maps.
• Projects Undertaken:-
• Google My Business Large (GMBL)
• Efficient and timely service delivery across teams for multiple clients of Google, working closely with the functional leads and BD team to define overall strategies and processes to increase the efficiency, productivity & span of services.
• Working with senior developer to manage large, complex design projects & maintain optimal workflow.
• Providing third level support to Tier-2 teams & clients (Medium & Large Business Owners) with complex queries (like Review removal/ Reinstatement/ Listing updation/ Listing removal).
• Discussing closely with leads and internal clients on developing guidelines and innovative techniques for business development and search execution.
• Responsible for performing high quality RCAs to identify the root causes of repeating/high severity issues.
• Discussing closely with leads and internal clients on developing guidelines and innovative techniques for business development and search execution.
• Perform deep dive analyses on Consult process data and generate actionable insights.
• Prepare and implement action plans to drive process improvements.
• Deliver high quality and ensure process compliance.
• Develop policy expertise and conduct policy training for vendor teams.

Oct 2014 – Feb 2016 · 1 yr 4 mos

• Promoted to Quality Analyst for exceptional performance on client's recommendation and bagged new project which helped me to enhance my skills on research and data analysis.
• Projects Untertaken
• Knowledge Graph
• Analyzing huge amount of structured data.
• Verify and integrate data with clients database.
• Researching data and correcting facts.
• Responsible for the quality of content for Knowledge Graph through online research of information on various issues using multiple confidential sources.

Feb 2014 – Oct 2014 · 8 mos

• Job Responsibilities includes:
• Working on Google Data Analytical Tool and generating information by doing Online Research
• Checking Quality of Content and doing Analysis of Quality Data
• Timely deliver different project's data at the highest possible Quality Standard
• Quickly learning new project requirements and helping design processes for entered data
• Communicate and participate on project forums
• Optimize existing processes, and provide ongoing feedback on tools and processes
• Interpret customer feedback, monitor satisfaction and help drive programs to improve numbers
• Projects Untertaken
• Google Maps
• Enhance Local business information on Google maps and in turn drive traffic of partners content launch Listings, feed – build, Q.A.
• Review and launch to live on Google Maps
• Discuss closely with leads and internal clients on developing guidelines and innovative techniques for business development and search execution.
• Analyzing Given Maps.
• Verifying the subject’s credibility.
• Researching Map Coordinates.
• Verifying Errors of Team.
• Closely monitored partner content to keep the input updated on the maps database.

Jul 2012 – Feb 2014 · 1 yr 7 mos

Jun 2010 – Jul 2010 · 1 mo · New Delhi Area, India

• As a part of my academic curriculum, I got an opportunity to learn and understand about the functionality of “Virtual Private Network” on board and studied about the working of VPN connectivity, managed services, rural connectivity and corporate internet access while monitoring the problems and providing solutions to by an innovative IP based infrastructural method to their client's which includes some renowned names like Reliance capital, Kotak securities, Axis Bank, Idea, Airtel, Samsung, HPCL, Adani group and Asian Paints.