Karan Naidu
Mumbai
Summary
Detail-oriented Business Analyst skilled in analyzing complex business requirements and translating them into functional specifications. Committed to driving project success through effective stakeholder engagement and analytical thinking, resulting in streamlined processes and improved outcomes.
Overview
19
19
years of professional experience
Work History
Business Analyst
Tata Consultancy services
Mumbai
04.2011 - Current
- Analyzed business requirements and translated them into functional specifications.
- Collaborated with cross-functional teams (Developers, Project managers, Testers, Dev Ops, Production team) to develop effective solutions.
- Documented business processes and recommended improvements for efficiency.
- Created detailed reports (Business Requirement Documents, Test Plan, Final Sign off) to communicate findings and recommendations effectively.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Identified gaps between current state and desired future state operations.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Evaluated business processes for improvement opportunities through automation or streamlining.
- Assisted in developing training materials for internal staff on new products or services.
- Maintained or updated business intelligence tools, databases or dashboards.
- I worked as a quality analyst for eight years as a forbearance compliance checker for collection calls taken by U.S.-based call associates.
- Validated whether calls have been taken according to client guidelines and policies, and provided prompt feedback to the agent and manager.
- I provided training to new joiners and mentored and trained associates in the Performance Improvement Plan..
Senior Process Associate
Hutchison 3 Global
Mumbai
09.2008 - 03.2011
- I worked as a Business Customer Care Executive for an Australia-based telecom company.
- I handled escalation calls, general inquiries, and upselling of telecom products.
- I worked as a sales service associate for company-owned telecom stores across Australia.
- I handled team statistics data, attendance, and shift rosters in collaboration with the MIS team.
Recovery Specialist
Ocwen International
Mumbai
02.2008 - 08.2008
- I worked as a recovery agent for U.S.-based third-party debt collectors, handling 90 to 100 calls on average per day.
- I worked and recovered loans for accounts that were 7 to 30 years old.
- Won the 'Collector of the Month' award twice.
Process Associate
First Source
Mumbai
01.2007 - 01.2008
- I worked as a customer care executive for a UK-based telecom company servicing clients from England and Ireland.
- I was selected to handle upselling, along with customer servicing, for business account holders.
- I have worked in the UK shift, as well as split shifts, for better call volume management.
Education
Bachelor of Commerce - Economics
Mumbai University
Mumbai03-2007
Higher Secondary School Certificate - Science
Thakur College
Mumbai03-2001
Secondary School Certificate - Science
Dhanamal High School
Mumbai03-1999
Skills
- Business process improvement
- Requirements analysis
- Project management
- Test plan design
- Data visualization
- Stakeholder engagement
- Excellent Communication with Indians & Foreigners
- Analytical thinking
- Time management
- Correspondence MBA in Operations Management
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Advanced (C1)
C1
Timeline
Business Analyst
Tata Consultancy services
04.2011 - Current
Senior Process Associate
Hutchison 3 Global
09.2008 - 03.2011
Recovery Specialist
Ocwen International
02.2008 - 08.2008
Process Associate
First Source
01.2007 - 01.2008
Bachelor of Commerce - Economics
Mumbai University
Higher Secondary School Certificate - Science
Thakur College
Secondary School Certificate - Science
Dhanamal High School