Karthik V

Sr. Business Analyst (F1) – Global BPLO Team
Cisco Systems India PVT LTD (Zensar Technologies LTD), Bangalore, Karnataka
February 2025 – Present

• Lead enhancement and testing of problem IDs to improve issue tracking accuracy and resolution efficiency.
• Analyze and validate problem ID data to identify inconsistencies and process improvement opportunities.
• Collaborate with IT, operations, and QA teams to align enhancements with business objectives and compliance.
• Develop and execute test plans for problem ID workflows ensuring robustness and reliability.
• Document business requirements, test cases, and defect reports for continuous improvement and audit readiness.
• Facilitate stakeholder communication to prioritize enhancements and resolve testing issues.
• Monitor and report problem ID metrics and testing outcomes to senior management.

Sr. Business Analyst (F1) – BPLO Enterprise Agreement
Cisco Systems India PVT LTD (Zensar Technologies LTD), Bangalore, Karnataka
January 2023 – February 2025

• Managed compliance issues, True Forward Billing, Quote Creation, Deal Creation, and Recurring Revenue generation.
• Educated customers on license deployments and handled escalations from cross-functional and leadership teams.
• Addressed Enterprise Agreement requests and escalations end-to-end.
• Improved processes and maintained TTA/TTR/SLA metrics.
• Logged defects, tracked bugs, and ensured case closure.
• Maintained multiple SharePoint sites for business process tracking.
• Suggested clients raise Problem IDs to improve processes and optimize team bandwidth.
• Maintained well-groomed test cases and ensured defect-free releases.
• Handled BPLO Compliance Track categories including Exception/Disputes, Quotes & PORD.
• Maintained high CSAT scores and supported onboarding of new team members.
• Created Work Level Instructions (WLI) and training video modules on BPLO Enterprise Agreements.
• Developed quarterly, monthly, and weekly metrics and presented to leadership.
• Educated customers on new releases and improvements.
• Created training decks for monthly tool enhancements.
• Tools used: EAWS, CCW, CCW-R, IT, CSH Hub, PEGA, Toad for Oracle, Tableau Dashboard.

Sr. Business Analyst F1 – B2C & CR-OPS Projects
Cisco Systems India PVT LTD (Zensar Technologies LTD) - Bangalore
March 2021 – December 2022

• Documented project constraints, assumptions, risks, and scope exclusions.
• Evaluated business intelligence data for optimal decision-making.
• Delivered presentations on lessons learned and conducted knowledge transfer sessions.
• Suggested technical, functional, and process improvements for application stability.
• Contributed to project delivery effectiveness and team building activities.
• Maintained effective communication with stakeholders and resolved peer queries.
• Updated project process trackers and team communications.

• Synthesized current business intelligence data to produce detailed reports and polished presentations, highlighting key findings and recommending actionable changes focused on the lifecycle of customer devices and contracts.
• Managed end-to-end customer-facing concerns while collaborating with cross-functional teams to cleanse and maintain customer Install Base (IB) data, improving data accuracy and operational efficiency.
• Produced monthly reports utilizing advanced Excel spreadsheet functions to track metrics and performance indicators.
• Corrected data entry errors proactively to prevent duplication and data degradation, ensuring data integrity across systems.
• Documented comprehensive business workflows for stakeholder review to facilitate transparency and process improvements.
• Researched and resolved data flow integrity issues, enhancing the reliability of business intelligence outputs.
• Created various Excel-based tools and dashboards to assist in pulling metrics data and presenting concise insights for optimal resource placement.
• Participated actively in requirements gathering and data mapping sessions to align business intelligence outputs with organizational needs.
• Identified and documented project constraints, assumptions, business impacts, risks, and scope exclusions to support project governance.
• Evaluated the consistency and relevance of diverse business intelligence data sets to determine optimal courses of action for business improvements.
• Tools and Technologies: CCW-R, CSH Hub, Customer Discovery Tool, Cesium, Cisco Ready, MCE, AMI Tool, RMA Analysis Tool.

• Implemented policies and SOPs for continuous improvement.
• Inspected production areas to identify and resolve unsafe or ineffective practices.
• Developed and implemented daily operations plans such as delivery routes, employee assessments and promotional strategies
• Implemented policies and standard operating procedures for continuous improvements
• Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly
• Boosted team performance with enhanced employee evaluation process
• Build relationship with customers and manages accounts to drive revenue and profits.
• Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner.
• Developed operational processes to help organization adapt to market change.

• Implemented and developed comprehensive Customer Service Training Processes to improve team performance and customer satisfaction.
• Collaborated closely with sales team members to maintain accurate inventory levels, ensure timely order completion, and resolve item-related issues efficiently.
• Provided ongoing guest service, addressing customer inquiries and resolving issues promptly to enhance customer experience.
• Utilized remote diagnostic tools to identify and troubleshoot customer issues, reducing resolution time and improving service quality.
• Educated customers on billing, payment processing, and support policies to ensure clarity and reduce escalations.
• Delivered high-quality support via calls and emails at the help desk, managing complex customer concerns with professionalism.
• Assisted in onboarding and training new sales representatives, guiding them to meet sales goals and expand business opportunities.
• Maintained detailed records of customer interactions and feedback to identify trends and recommend process improvements.
• Coordinated with cross-functional teams to escalate and resolve critical customer issues, ensuring timely follow-up and closure.
• Contributed to the development of knowledge base articles and FAQs to support self-service and reduce repetitive queries.

COMPETENCIES - CATEGORY

• Analyst, Asset Management, BPLO Software Licensing, Pricing andQuoting (AMER/EMEA Region)
• Business Analyst, Gap Analysis, Data Categorizations, Excel, Power Point, Data Cleanup
• Tools & Techniques, CCW, CCW-R,EAWS,SUB UI PEGA, CSH Hub, Cesium, Customer Discovery Tool, CS One, Service Now
• Databases, Toad for Oracle, Tableau Dashboard, MCE, Power BI