Meghna Gupta
Business Analyst
New Delhi,Delhi
Summary
- Work closely with stakeholders to gather, document, and prioritize business requirements.
- Led business requirement gathering efforts for 5 major products: Internet Connect Global, Internet Connect Reach, Cloud Connect Direct, Internet Protocol Connect Global, ensuring comprehensive documentation and stakeholder alignment
- Knowledge on PEGA tool to create activities and flow in the system.
- Implemented robust agile processes, increasing team velocity by 20% through continuous improvement initiatives.
- Facilitated cross-functional workshops for product feature decomposition, producing an average of 30% faster delivery timelines.
- Drove User Acceptance Testing for critical releases, achieving a 99% pass rate on the first attempt by creating detailed test cases and coordinating with developers.
- Optimized product backlog by prioritizing high-impact features, achieving a 15% increase in customer satisfaction.
- Conducted detailed market analysis, which contributed to the redevelopment of 3 new product features rolled out across customer platforms.
- Served as an integral team member in the adoption of Scrum methodology, enhancing project agility and team flexibility.
- Collaborated with development teams to create and refine 50+ user Prod stories per quarter, directly addressing customer needs.
- Streamlined communication channels between technical and non-technical stakeholders, improving project clarity and progress visibility.
- Guided product owners in backlog grooming sessions, ensuring product alignment with business objectives and market trends.
- Performed cost-benefit analysis of proposed changes to business processes.
Overview
8
8
years of professional experience
Work History
Service Request Coordinator
British Telecom
Gurgaon
04.2019 - Current
- Engaging with clients and suppliers (Internal & External) at a senior level, including internal stakeholders to do effective stakeholder management.
- Identified and resolved issues proactively to maintain commitments made to the business.
- Handled escalations across deliveries, resolving issues and providing guidance for timely solutions.
- Maintain high accuracy rate on every BT sales order entered, rejection rate as below as 3% & resolution time within 1 day.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Execute monthly/weekly meetings, prepare data reports and present to internal teams & customers.
- Command and carry out jeopardy management where required in order to best progress operational service fulfillment.
- Work closely with the Project manager’s & Business Leaders to evolve and drive the business improvement solutions roadmap, aligning to business strategic priorities.
- Developed bid strategy plans based on client's needs and budget constraints.
- Reviewed and analyzed customer requirements to ensure that bids met all criteria.
Associate
Accenture
Gurugram
09.2016 - 04.2019
- Assisted agents in enhancing their performance and policy knowledge, resulting in 2+ years of experience in Customer Handling.
- Strong expertise in conducting thorough investigations on Google accounts and their functionalities.
- Ensured adherence to SLA and goal achievement within organization.
- Scheduled and organized team meetings to enhance performance.
- Implemented efficient meeting scheduling and organization techniques to drive improved team performance.
- Monitored and addressed quality errors within the team, implementing corrective actions when needed.
Education
Master's in Mass Communication
Guru Jambheshwar University
07-2017
Bachelor's in Journalism And Mass Communication - Journalism And Mass Communication
Tecnia Institute of Advanced Studies
06-2015
High School Diploma -
New Holy Public School
05-2012
Skills
- User Acceptance Testing
- Agile Methodologies
- Requirement Gathering
- Scrum Process
- Product Backlog Grooming
- Stakeholder Management
- Jira
- Risk Management
Accomplishments
Promoted from Associate to Service Request Coordinate in BT.
Trained on Basic Co. Project Management
Presentation Skills
Extracurricular activities
- Participates in a weekly local litter clean-up initiative, contributing to environmental conservation efforts in the community.
- Helps during charity fundraising events, including sponsored runs, to support local causes and organizations.
Timeline
Service Request Coordinator
British Telecom
04.2019 - Current
Associate
Accenture
09.2016 - 04.2019
Master's in Mass Communication
Guru Jambheshwar University
Bachelor's in Journalism And Mass Communication - Journalism And Mass Communication
Tecnia Institute of Advanced Studies
High School Diploma -
New Holy Public School
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