Dhathri V
Bengaluru
Summary
Results-driven Business Analyst with expertise in business intelligence and data analysis at Fidelity Investments. Proven track record in enhancing service delivery through effective project management and communication skills. Successfully developed dashboards that improved visibility of KPIs, driving service improvements and ensuring high customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Business Analyst
Fidelity investments
Bengaluru
02.2021 - Current
- Maintained or updated business intelligence tools, databases or dashboards.
- Assisted in developing training materials for internal staff on new products or services.
- Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions.
- Conduct and manage Service Review Meetings
- Co ordinate with support teams during multiuser impacts
- Ensure all the end user services are available all the time
- Handling on call responsibilities after business hours & weekends
- Analyze change and incident tickets to identify trend
- Monitoring team's SLA and reporting
- Dashboard creation and management with KPIs and metrics
- Drive service improvements
- Publishing KPIs to management
- Documentation skills
- Service delivery management
Service Coordinator
IBM
Bengaluru
10.2017 - 01.2021
- Incident management
- Technical support
- Customer service
- Problem management
- Managed scheduling of appointments and service calls to meet client needs.
- Analyzed service delivery data to identify trends and areas for improvement.
- Provided timely feedback to management on service failures and customer concerns.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Ensured compliance with all relevant regulations pertaining to service operations.
Education
Bachelor of Engineering - Information Science
Global Academy of Technology
Bengaluru 05-2017
Skills
- Business intelligence
- Data analysis
- Dashboard design
- Project management
- Communication skills
Accomplishments
- Recieved fidelity investments shares for exceeding the expectation during year end performance discussion
Certification
- ITIL foundation certified in IT service management
- Effective from 13 June 2020
Affiliations
- Animal welfare activities
- Working for social cause
Languages
Kannada
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Business Analyst
Fidelity investments
02.2021 - Current
Service Coordinator
IBM
10.2017 - 01.2021
Bachelor of Engineering - Information Science
Global Academy of Technology
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