MANISH KUMAR
Business Analyst
Delhi
Summary
Experienced business analyst skilled in gathering, analyzing and documenting business requirements and developing Business Requirement Documents and Functional Requirement Specifications.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Program Delivery Manager / Business Analyst
BRITISH TELECOMMUNICATIONS
Gurgaon
2015.09 - Current
- Collaborates with cross-functional team, including developers, software architects and services, to propose system solutions
- Analyze and validate the requirements for changes in business processes, information systems, and policies to maximize business impact
- Visualize process changes in collaboration with business stakeholders and Robotic Process Automation (RPA) team by developing as-in and to-be process flows
- Perform requirement gathering and maintain business requirements specification documents (PDD/SDD/Process Map etc.)
- Identify the steps to support the implementation of new tools/automation
- Take ownership and prioritizing product, access, compliance requirements for projects
Corporate Escalation Executive
HCL INFOSYSTEMS LTD
2014.01 - 2015.06
- Handling corporate escalation via all different channels i.e
- FB, Twitter etc
- For various Smart phones/HCL Products
- Handling Legal complaints from customer and corporates
- Analyzing route cause for customer escalation
- Work Allocation and maintaining daily tracker.
Senior Contact Associate
JINDAL INTELLICOM LTD
2011.04 - 2014.01
- Responsible for handling US Customer service
- Resolving queries via Email and Calls
- Maintaining Order record and Payment schedule for the process
- Attending supervisor Calls and Escalation Email.
Education
BBA - Marketing & Finance
TMBU
XII (PCM) - undefined
Bihar Board
Skills
Agile Project Management
undefinedCertification
PMI Agile Certified Practitioner (PMI-ACP)®
Timeline
PMI Agile Certified Practitioner (PMI-ACP)®
2023-04
Lean Six Sigma Green Belt
2022-09
Lean Foundation
2021-05
Program Delivery Manager / Business Analyst
BRITISH TELECOMMUNICATIONS
2015.09 - Current
Corporate Escalation Executive
HCL INFOSYSTEMS LTD
2014.01 - 2015.06
Senior Contact Associate
JINDAL INTELLICOM LTD
2011.04 - 2014.01
BBA - Marketing & Finance
TMBU
XII (PCM) - undefined
Bihar Board
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