Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Kartik Sharma

Summary

With 11 years of overall experience, I bring 6.5 years of in-depth experience as a Business Analyst/Product Owner, working across agile environments and cross-functional teams, followed by 4.5 years of hands-on expertise as an Insurance Business Advisor. Dynamic Business Analyst with over years of proven track record Insurance and Telecommunication domain, adept in Product Planning and Stakeholder Relationship Management. Successfully improved business processes through automation and feedback-driven changes, while effectively managing product backlogs and facilitating cross-departmental collaboration. Expertise in Scrum methodology enhances project delivery and stakeholder satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Business Analyst/Product Owner

Teleperformance Global
Gurugram
02.2024 - 06.2025
  • Gathered and analyzed requirements for CRM and billing system upgrades, collaborating with cross-functional teams to deliver enhancements that reduced customer churn by 15% over two quarters.
  • Led the product backlog grooming and sprint planning for a self-service telecom mobile app, resulting in a 30% increase in app adoption, and a 20% reduction in customer support calls.
  • Acted as a liaison between business and vendor teams during the migration of legacy mediation systems to the cloud, ensuring data integrity and compliance with SLAs.
  • Monitored KPIs via JIRA dashboards, providing weekly insights that enabled leadership to make faster, data-backed decisions.
  • Managed the delivery roadmap for an enterprise customer portal, aligning priorities with business goals, and achieving stakeholder satisfaction in quarterly reviews.

Agile Product Owner

Novelvox
Faridabad
10.2023 - 02.2024
  • Worked on feature development and code implementation of front-end web applications, back-end API services, API portals, and API gateway capabilities.
  • Owned and prioritized the product backlog for UAD enhancements, leading cross-functional teams in Agile sprints to deliver new features, such as a customer 360° view and call scripting tools.
  • Integrated UAD with CRM, billing, order management, and network diagnostics systems, enabling agents to resolve issues in a single interface, and improving first call resolution.
  • Established criteria for release readiness by assessing risk factors associated with each feature set.

Business Analyst

Teleperformance Global
Gurgaon
06.2021 - 10.2023
  • Led the optimization of payment workflows across credit cards, resulting in a 15% uplift in successful transaction rates, and a 10% reduction in payment abandonment.
  • Enabling targeted fixes and a 25% reduction in support ticket volume related to payments.
  • I owned the requirements gathering for an agent assistance tool integrated with a CRM and knowledge base, reducing the average handling time (AHT) by 20%.
  • Developed and prioritized a backlog for intelligent agent assist features, such as auto-suggestions, customer history pop-ups, and sentiment detection, increasing first call resolution (FCR).

Business Analyst

Techwise Digital
Chennai
03.2019 - 06.2021
  • Reviewed essential business components affecting performance and developed presentation summaries.
  • Refined operational focus through customer prioritization and actionable feedback implementation.
  • Analyzed gaps to uncover potential enhancements.
  • Maintained library of model documents, templates or other reusable knowledge assets.

Business Advisor

ICICI Prudential Life Insurance
10.2012 - 03.2017
  • Assistance to the Product Owner by breaking down the product roadmap into meaningful user stories using the INVEST criteria.
  • Led the end-to-end requirements gathering and documentation for 7+ insurance product enhancements, supporting all phases of the SDLC, and ensuring on-time delivery in collaboration with cross-functional teams.
  • Built and maintained effective stakeholder relationships across operations, IT, and compliance, resulting in a 25% improvement in project turnaround time through enhanced communication and alignment.
  • Utilized SQL to perform basic and intermediate-level queries using Microsoft SQL Server, supporting data validation, root cause analysis, and reporting for strategic business initiatives.
  • Data Visualization through Tableau.
  • Managed multiple concurrent initiatives using JIRA and Confluence, improving task visibility and team coordination, while consistently meeting aggressive deadlines without compromising quality.

Education

Bengaluru - Marketing

International School of Management Excellence
Bengaluru
06-2019

Hisar - Commerce

Kurukshetra University
Hisar
05-2012

Skills

  • Support documents (BRD, FRD, SRS)
  • People and team management
  • Requirements gathering
  • Data visualization
  • JIRA
  • Confluence
  • Support documents (BRD, FRD, SRS)
  • People and team management
  • Requirements gathering
  • Data visualization
  • JIRA
  • Confluence

Certification

  • Certified Scrum Product Owner (Scrum Alliance)
  • Lean Six Sigma (Green Belt)

Software

Jira and Confluence

MS Office

SQL

Lucidchart, Draw.io, and Figma

Timeline

Business Analyst/Product Owner

Teleperformance Global
02.2024 - 06.2025

Agile Product Owner

Novelvox
10.2023 - 02.2024

Business Analyst

Teleperformance Global
06.2021 - 10.2023

Business Analyst

Techwise Digital
03.2019 - 06.2021

Business Advisor

ICICI Prudential Life Insurance
10.2012 - 03.2017

Bengaluru - Marketing

International School of Management Excellence

Hisar - Commerce

Kurukshetra University

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Kartik Sharma