Ashwini B
Business Analyst
Bengaluru
Summary
Dynamic and seasoned professional with 14 years of comprehensive experience in Business Analysis, Subject Matter Expertise (SME), and Application Support Leadership roles. Adept at driving business success through strategic analysis, insightful guidance, and effective technical support. Proven ability to bridge the gap between business needs and IT solutions, ensuring alignment with organizational objectives. Skilled in facilitating collaboration across diverse teams and implementing robust processes to enhance operational efficiency. Known for delivering results-driven solutions and fostering a culture of continuous improvement. Seeking opportunities to leverage expertise in driving innovation and driving business growth.
Overview
14
14
years of professional experience
2
2
Certificates
5
5
years of post-secondary education
Work History
Business Analyst
EF Education First Information Systems
06.2021 - Current
- Develop Roadmap for short- and long-term work, manage prioritization, and monitor work to meet objectives.
- Creating and managing backlogs. Interact with internal stakeholders and customers to understand business needs and translate into requirements and project scope.
- Create data models to support decision-making processes.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis to identify areas of improvement.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in organization.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
SME
EF Information Systems
04.2019 - 04.2021
- Actively led project on Ticket reduction and automation of repeated tasks with SME's by bringing down 18/20% of repeated tasks.
- Dealt with customers' requests (issues, bugs, new implementations about sales/production systems). Also, Coordinate releases of our Salesforce CRM system with software development team.
- Responsible for promoting functionalities of our new Sales force CRM or any new features to sales users.
- Streamlined staff trainings and knowledge gap management by bringing in frequent assessments.
- Authored user-manuals, release notes and business development practices with more than 500 views.
- Was part of transforming how we manage complaints, critical cases, and crisis to ensure best-in-class white glove experience for our customers.
- Promoted critical thinking by designing challenging assignments that required team members to analyze and synthesize information.
- Devised and implemented processes and procedures to streamline ticket categorization, management and delegation.
- Conducted regular reviews of operations and identified areas for improvement.
- Acted as Incident Manager, to create Incident Report (IR)and get RCA (Root cause analysis) from respective teams.
- Successfully maintained effective working relationships with variety of stakeholders, including end-users, System Adoption managers, project managers and developers.
Senior Support Lead
EF Information Systems
07.2013 - 04.2019
- Actively lead team of 12-15 Support Analyst, who support systems that is being used by 3000 staff & more than 100 thousand customers worldwide around the clock.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Streamlined support processes for increased efficiency and better response times.
- Established quality assurance protocols that led to consistent delivery of high-quality customer service experiences.
- Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
- Enhanced communication channels within organization to facilitate information flow between departments related to customer needs and concerns.
- Implemented new onboarding procedures for faster integration of new team members into support department.
- Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
- Generated reports to track performance and analyze trends.
- Running existing support operations and in parallel transforming how we manage complaints, critical cases, and crisis to ensure best-in-class white glove experience for our customers.
- Personal engagement in most critical situations, leading from front and by example.
- Drive inclusive team environment with high employee engagement.
- Reviewing and analyzing customer satisfaction trends.
Application Support Analyst
EF Information Systems
06.2011 - 04.2013
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Provided comprehensive training for users to ensure smooth adoption of new applications and features.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Streamlined support processes for improved end-user experience and reduced resolution times.
- Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
Education
Bachelors in Computer Application - Computer Application
Bangalore University
Bengaluru 01.2007 - 01.2011
Pre University - ECBA
CB Bhandari Jain College
Bengaluru 01.2006 - 01.2007
Skills
Professional Demeanor
Teamwork and Collaboration
Quality Assurance
Analytical Skills
Problem-Solving
Software development life cycle
Workflow Analysis
Leadership
Certification
ITIL
Timeline
Business Analyst
EF Education First Information Systems
06.2021 - Current
SME
EF Information Systems
04.2019 - 04.2021
Senior Support Lead
EF Information Systems
07.2013 - 04.2019
Application Support Analyst
EF Information Systems
06.2011 - 04.2013
Bachelors in Computer Application - Computer Application
Bangalore University
01.2007 - 01.2011
Pre University - ECBA
CB Bhandari Jain College
01.2006 - 01.2007
Additional Information
- Spearheaded end to end roll out of Sales force CRM feature across South-East asian countries. Which included data migration, testing , setting up platform, creating training/FAQ materials, and in person training on site.
- Stepped in as an acting PO for a project closure (6 month), creating and managing backlogs, Prioritizations, running daily's and backlog refinement.