KARTHIK DNV

Project Overview: Led Agile initiatives to enhance the user experience and functionality of an e-commerce website, aimed at increasing conversion rates and customer satisfaction.

Role: Contributed as a Business Analyst within a cross-functional Agile team, collaborating closely with stakeholders, developers, and testers to deliver iterative improvements to the e-commerce platform.

Key Responsibilities:

• Gathered and analyzed user requirements through stakeholder interviews, user stories, and feedback mechanisms to prioritize features and enhancements.
• Facilitated sprint planning sessions and backlog grooming meetings to define sprint goals and refine user stories, ensuring alignment with business objectives and technical feasibility.
• Acted as a bridge between business stakeholders and development team, clarifying requirements, resolving ambiguities, and advocating for user-centric solutions.
• Collaborated with UX/UI designers to create wireframes, mockups, and prototypes, validating design decisions with stakeholders and incorporating feedback into the iterative development process.
• Conducted user acceptance testing (UAT) to validate that implemented features met business requirements and user expectations, coordinating with stakeholders to address any issues or defects identified during testing.
• Continuously monitored project progress, tracked key metrics such as sprint velocity and cycle time, and identified areas for improvement to enhance team efficiency and effectiveness.

Achievements:

• Successfully delivered multiple iterations of website enhancements, including a streamlined checkout process, personalized product recommendations, and mobile-responsive design improvements, resulting in a 15% increase in conversion rates.
• Facilitated cross-functional collaboration and communication within the Agile team, resulting in improved transparency, shared understanding of project goals, and faster decision-making.

• Worked as a Senior voice agent for US Customer support for resolving queries such as Order Status, Cancellation and Returns
• Understanding customer needs and resolving the issue at the earliest is the most important aspect in the work
• Handled mails along with calls in order to help the team achieve the set goals
• Promoted as Account Manager where we need to handed huge volume customers and give high priority and solve the queries immediately
• Worked closely with Quality team to improve team quality score for the process betterment
• Top performer of the team.

• Transcription Service: We will receive audio files from clients and it will be delivered to client in word document after transcription process
• Production Executive needs to have a follow up from the time audios are sent till the transcriptions are sent back to client
• It also includes the work of assigning the files to vendors for transcribing and following up with QAs.

• Worked as SME(Floor Supervisor) /ATL for both Exam One and Connect Learder
• Exam One: We need to call US hospitals, facilities and doctors ofice to retrieve medical records of the patients who has applied for life insurance
• Patient will be given the insurance policy once records are given to the insurance company for approval
• Connect Leader : We need to reach the specified person who is in US and transfer the calls so that sales representative can talk directly to the prospect.

• Transcription Service: We will receive audio files from clients and it will be delivered to client in word document after transcription process
• Production Executive needs to have a follow up from the time audios are sent till the transcriptions are sent back to client
• It also includes the work of assigning the files to vendors for transcribing and following up with QAs.