Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Marie Joseph

Chennai

Summary

Business Analyst with 5 years of proven expertise in Order‑to‑Cash (O2C), Dispute Management, and Customer Service Operations. Skilled at requirements gathering, process modelling (BPMN), gap analysis, and data‑driven decision‑making. Proficient in Agile Scrum and Kanban, with hands‑on experience in JIRA, Azure DevOps, Confluence, SAP, Salesforce, SQL, Excel, and Power BI. Adept at translating complex business needs into scalable, tech‑enabled solutions that improve efficiency, accuracy, and customer satisfaction.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Associate - Business Analyst

NielsenIQ
01.2023 - 01.2025
  • Led requirements elicitation workshops and stakeholder interviews to document data enrichment needs for the US Trade Channel Database (TCDB).
  • Mapped and optimized BPMN workflows for geocoding, trade channel hierarchy updates, and data validation processes.
  • Performed gap and root cause analyses on data mismatches; implemented SQL based validation scripts that reduced errors by 25%.
  • Authored detailed user stories and acceptance criteria in JIRA; collaborated with development teams through sprint planning and backlog refinement.
  • Designed interactive Power BI dashboards and Excel trackers to monitor SLA adherence and update cycles, cutting manual reporting effort by 30%.

Senior Associate - Business Analyst

Capgemini
06.2022 - 01.2023
  • Owned end‑to‑end lifecycle of FedEx dispute tickets: intake, prioritization, resolution, and closure.
  • Conducted root cause analysis on recurring billing discrepancies; partnered with finance to update ERP records in SAP accurately.
  • Generated weekly performance and trend reports; ensured SLA compliance and reduced aged dispute volume by 20%.
  • Developed process documentation, supported audit readiness, and tracked KPIs for dispute resolution effectiveness.

O2C Associate - Analyst

HCL Technologies
12.2019 - 05.2022
  • Managed billing, invoicing, credit management, and debt recovery for Xerox enterprise orders under SLAs.
  • Configured billing schedules and master data in SAP; resolved unbilled items caused by meter‑reading or contract mismatches.
  • Produced monthly aging reports and escalated overdue accounts; recommended credit control actions based on payment pattern analysis.
  • Improved invoice accuracy by 20% and shortened billing cycle times by 18% through process automation suggestions.

Digital Content Associate - Analyst

Amazon
09.2017 - 02.2019
  • Validated Kindle and FireTV metadata across seven languages using Kindle Previewer and QA tools, boosting content quality by 15–20%.
  • Created daily production and error reports in Excel; escalated systemic issues to global QA teams and implemented corrective actions.
  • Supported Alexa voice annotation workflows for Hindi transcripts, enhancing NLP training accuracy by 18%.

Education

Bachelor of Arts - Journalism And Mass Communication

SRM University
Chennai, India

Skills

  • Scrum & Kanban

  • ADO,JIRA & Confluence

  • Balsamiq & Axure

  • MS Visio & Lucid Chart

  • User acceptance testing

  • Tableau expertise

  • Requirements gathering

  • Process mapping

  • Stakeholder management

  • Enterprise resource planning

Certification

Lean Six Sigma Foundations – Capgemini
Understanding Six Sigma Methodology – Capgemini
IBM Business Analyst Professional Certificate – Coursera with IBM and SkillUp EDTECH
Business Analyst Online Course – Dwaytech

Timeline

Senior Associate - Business Analyst

NielsenIQ
01.2023 - 01.2025

Senior Associate - Business Analyst

Capgemini
06.2022 - 01.2023

O2C Associate - Analyst

HCL Technologies
12.2019 - 05.2022

Digital Content Associate - Analyst

Amazon
09.2017 - 02.2019

Bachelor of Arts - Journalism And Mass Communication

SRM University

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