Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mujahid Shaikh

Business Analyst
Nigdi, Pune, Maharashtra

Summary

Results-oriented Business Analyst with a track record of conducting in-depth analysis to optimize business processes in Auto & Health Insurance, Auto Claims Settlement end to end. Worked on CRM Next Gen & Arbitration. Coupled with extensive knowledge of Software Development Life Cycle (SDLC) methodologies. Proficient in translating complex business requirements into actionable solutions, driving project success through meticulous analysis, and fostering collaboration between technical teams and stakeholders. Adept at optimizing processes, enhancing operational efficiency, and delivering innovative solutions that align with organizational goals.

Overview

15
15
years of professional experience
2
2
Certifications
4
4
Languages

Work History

Business Analyst

ALL STATE INDIA PVT LTD
07.2021 - Current
  • Spearheaded business Analysis efforts for All State Website & CRM's Like NextGen & Arbitration Forum & acting as the primary liaison between the technical teams, stakeholders, and management Collaborated closely with cross-functional teams including developers, designers, QA analysts, and project managers to ensure alignment and seamless execution of project objectives.
  • Conducted extensive stakeholder interviews, workshops, and brainstorming sessions to elicit and define intricate business requirements.
  • Translated high-level business goals into clear and concise user stories, use cases, and functional specifications that served as the foundation for the development process.
  • Managed the end-to-end workflow within Jira, meticulously tracking user stories, epics, and tasks to ensure timely execution and accurate progress reporting.
  • Configured Jira boards and filters to enhance visibility, enabling stakeholders to monitor project status and make informed decisions.
  • Worked closely with stakeholders to define project scope and requirements, ensuring alignment with the overall business objectives.
  • Orchestrated the process of Statement of Work (SOW) sign offs, minimizing scope creep and fostering clarity throughout the development lifecycle.
  • Successfully contributed to the deployment of the Next Gen CRM, Website, and Arbitration Form CRM.

CSA &Ticketing Sepcialist

DBS Development Bank of Singapore
05.2020 - 04.2021
  • Utilized ServiceNow CRM software to track customer data, interactions, and activity, resulting in improved customer experience.
  • Connected with customers by listening to concerns and answering questions.
  • Managing customer-centric operations and ensuring customer satisfaction by achieving delivery and service as per quality norms.
  • Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
  • Handled Technical issue in reference to Mobile application or website for end users. Followed Trouble Shooting on Lucid CX.
  • Provided strategic guidance to senior leaders on business operations, processes, and procedures.

Executive - Customer Service - Operations.

Credence Resource Management PVT LTD
03.2020 - 04.2020
  • Was trained on Debt recovery for USA Accounts.
  • Handled US base customer account and recovered funds from them.
  • Gave different options for payments and Promise to Pay Dates for US based Clients.
  • Enhanced customer satisfaction by streamlining communication channels and improving response times.

Sr Associate Ops

WNS Global Services PVT Ltd
02.2019 - 06.2019
  • Trained and supported new team members, maintaining culture of collaboration.
  • Handled Australian customer claims queries calmly and professionally, resolving customer issues in a timely manner.
  • Processed claims accurately and efficiently, ensuring that all claims were completed within the established timeframe.
  • Worked with Team Leader and Quality Team closely to settle all the claims within the SLA.
  • Mentored junior associates, fostering professional growth and helping them reach their full potential.

Process Associate & Ticketing Specialist

TCS (Tata Consultancy Services)
07.2014 - 11.2017
  • Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
  • Worked as claims officer in Telstra Digital Moves wherein, we were moving customers Internet connection from A Location to B Location.
  • Changing Internet technology from Copper Lines to Fiber Optics.
  • I used to run service availability checks to identify if the given area is which technology is available.
  • Gave Internet plan details to the end user.
  • Participated in regular team meetings, contributing valuable insights toward process enhancements.
  • Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
  • Maintained high levels of data confidentiality through adherence to company policies and procedures.
  • Utilized ServiceNow CRM software to track customer data, interactions, and activity, resulting in improved customer experience.
  • Managing customer-centric operations and ensuring customer satisfaction by achieving delivery and service as per quality norms.
  • Provided strategic guidance to senior leaders on business operations, processes, and procedures.

CRA & Ticketing Specialist

Tech Mahindra Business Services Ltd
07.2010 - 07.2014
  • Developing new clients and negotiating with them to secure profitable business.
  • Processed transactions accurately and efficiently, ensuring that all transactions were completed within the established timeframe.
  • Handled customer Technical Issue calmly and professionally, resolving customer issues in a timely manner. Followed Trouble Shooting on Lucid CX.
  • Developing Plans for Cross Sale Strategies to generate more business from existing customers and implementing same in operations.
  • Worked on tools like ServiceNow, Lucid CX, MS EXCEL and People Soft & Zendesk CRM.

Education

SSC

SSC Vidyanand Bhavan High School
04.2001 -

Higher Secondary School SMV College Pune

Bachelor of Commerce, Savitribai Phule
Pune University

Skills

  • Business Analyst
  • Stakeholder Relationship Management
  • Requirement Gathering, BRD, FRD & SRS
  • Gap Analysis & Used Cases
  • Scrum Master
  • Jira & Confluence Tableau
  • Data flow & Activity diagram
  • Microsoft VISO / ARIS
  • Stakeholder Management
  • Problem Solving Skill
  • UAT & Functional Testing
  • Change Management
  • Moqups UI Design Tool SQL
  • SQL
  • On-site observations
  • Process Improvement
  • Sales Force (SFDC)

Certification

Certified Business Analyst from BATI Institute.

Timeline

Business Analyst

ALL STATE INDIA PVT LTD
07.2021 - Current

CSA &Ticketing Sepcialist

DBS Development Bank of Singapore
05.2020 - 04.2021

Executive - Customer Service - Operations.

Credence Resource Management PVT LTD
03.2020 - 04.2020

Sr Associate Ops

WNS Global Services PVT Ltd
02.2019 - 06.2019

Process Associate & Ticketing Specialist

TCS (Tata Consultancy Services)
07.2014 - 11.2017

CRA & Ticketing Specialist

Tech Mahindra Business Services Ltd
07.2010 - 07.2014

SSC

SSC Vidyanand Bhavan High School
04.2001 -

Higher Secondary School SMV College Pune

Bachelor of Commerce, Savitribai Phule

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Mujahid ShaikhBusiness Analyst