Miran Sayyed

Goal-oriented Business Analyst successfully assists companies by developing and implementing updates to operational standards, team organization and employee engagement strategies. Proactive and personable leader with top-notch skills in streamlining information, prioritizing tasks and approaching issues with analytical mindset. Bringing years of experience and demonstrated track record of success. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

• ADAVANCED BUSINESS ANALYSIS CERTIFICATION

• Awarded for the Best Performance by Qualified Recruiter for the Quarter 2023
• Awarded as Best Process Lead (Operations & L&D) by Capita for the Year 2023
• Awarded as the Best Manager by Tech Mahindra for the year 2021 (MCARES)
• Awarded as the Best Performer multiple times by Tech Mahindra

• Exceed
• Guidewire
• Avaya
• CRM
• Peoplesoft
• Genesys
• Tallyman
• Asksid
• Workday
• Webex
• Ceipal
• MS Office
• Balsamiq
• MS Visio
• JIRA
• Draw.io

1. Genesys Contact Center Optimization Project

2. CRM to 3vision Migration

3. CustomerConnect 360

Led 2 critical projects at Tech Mahindra, optimizing contact center operations for enhanced efficiency and customer experience. Conducted comprehensive business process analysis, collaborating with cross-functional teams. Implemented Genesys' advanced contact center solutions, focusing on intelligent routing, workforce management, and real-time analytics.

Objective: Streamline customer interactions, reduce response times, and maximize agent productivity. Identified KPIs for impact measurement through meticulous data analysis. Established regular stakeholder communication and feedback loops for alignment with business objectives and user satisfaction.

Results: Notable increase in customer satisfaction scores, operational cost reduction, and improved overall contact center performance. Insights gained contribute to ongoing efforts in refining and optimizing Genesys' contact center solutions.

As a Business Analyst, I played a pivotal role in the seamless migration project from our existing CRM system to 3vision at Tech Mahindra. My responsibilities included conducting a comprehensive analysis of current CRM processes, identifying data migration requirements, and collaborating with stakeholders to understand user needs.

I facilitated workshops to gather insights from end-users, documented system requirements, and worked closely with the IT team to ensure a smooth transition. The migration involved mapping and validating data, implementing data cleansing strategies, and developing user training materials for the new 3vision system.

Throughout the project, I maintained clear communication channels with stakeholders, addressing concerns, and ensuring alignment with business objectives. Rigorous testing protocols were established to validate the accuracy of data migration and functionality within 3vision.

The successful execution of this project resulted in a seamless transition to 3vision, minimizing disruptions to daily operations. Post-migration, I conducted user training sessions to familiarize teams with the new system, ensuring a quick and efficient adoption. The project's success is evidenced by improved data accuracy, enhanced user satisfaction, and increased overall efficiency in customer relationship management at Tech Mahindra.