Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nayana Nagen

Bangalore

Summary

Accomplished 12 years of IT experience of which 9 years of experience as a Business Analyst and 3 years of experience as a Functional/IVR tester with SDLC knowledge, Agile, Testing methodologies. Recognized as decisive leader and excellent team player. Committed to forming strong, productive teams with an emphasis on Skilled in project management, consistently delivering projects that improve productivity and profitability. Creative Business Analyst with broad-based background in highly competitive and dynamic organizations.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Associate - Business Analyst

Cognizant Technology Solutions
Bengaluru
11.2015 - Current
  • Analyzed market trends and customer requirements to develop business strategies and processes.
  • Created detailed project plans, budgets, timelines and resources for assigned projects.
  • Conducted research on industry best practices and evaluated their potential application to the organization.
  • Provided guidance and support to junior team members in analyzing data sets, developing models, and creating presentations.
  • Collaborated with stakeholders across all departments to ensure successful implementation of new initiatives.
  • Identified areas of process improvement through review of existing procedures, policies, and systems.
  • Facilitated meetings with clients to understand their needs, objectives, challenges and expectations.
  • Gathered feedback from stakeholders regarding product design features and functionality enhancements.
  • Performed gap analysis between current state processes, systems versus desired future state processes, systems.
  • Established metrics for measuring success of new programs or initiatives related to business operations.
  • Created a comprehensive database of key performance indicators used for tracking progress against goals.
  • Assisted in the development of training materials for staff members on how to use new tools or technologies.
  • Developed detailed user stories that outlined functional requirements for software applications.
  • Presented complex technical information in a clear format that could be understood by non-technical audiences.
  • Advised management teams on solutions that would improve efficiency while reducing costs associated with daily operations.
  • Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
  • Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
  • Collaborated with stakeholders to define features, integrations and partnerships.
  • Delivered timely support by tracking issues and communicating resolutions to end users.
  • Identified needs of customers promptly and efficiently.
  • Collected, tracked and evaluated current business and market trend data.
  • Extensive domain experience in Life Science, Healthcare, BFSI, Telecommunication, E-commerce
  • Good Operation Knowledge, a strong will to learn, excellent oral and written expression to communicate and document, concepts, models, ideas and user needs.
  • Extensive knowledge in Genesys Cloud for Interactive Voice Response (IVR), Automatic Call Distributor (ACD), Call Routing, Queuing, Customer Case Management Systems, Call Analytics, Reporting Platforms, Call Recordings and WFM (Work Force Management).
  • Working as part of the Hiring Team for the department associated; Recruited candidates; Interviewed and effectively participated in the selection process of the employees; Proactively engaged and communicated regularly with managers and candidates throughout the recruiting process.
  • Worked in Projects: Credit Suisse, Key Bank, Kotak Bank, Ally Bank, Philips, Macys, Comcast

Senior Associate - Business Analyst

Cognizant Technology Solutions
Canada
09.2022 - 01.2023
  • Acted as the primary liaison between the Business Units, Information Technology (IT) and 3rd party vendors
  • Demonstrated skills in interviewing business units, stakeholders, and technical leaders to gather and clarify business requirements
  • Analyzed corporate business processes to develop customized solutions to reduce costs, increase revenue and maximize profit
  • Led planning meetings, JAD sessions (Joint Application Design), analysis development, test inspections, and other project meetings throughout product life cycle
  • Conducted interviews and developed business cases to implement process changes, create training material, and instructed clients on new processes and procedures
  • Managed direct relationship with third party vendors and offshore development teams, created communication channel, and project’s review for management
  • Worked on the requests from the business and tracked all of it in JIRA and discussed the workflow with the implementation team.

Quality Assurance Engineer

Cybage Software Private Limited
Pune
12.2012 - 11.2015
  • Analysing Functional Requirement Specifications (FRS) and SRS documents
  • Creating, Updating, Executing and Reviewing the Test Cases
  • Testing web based and windows-based application
  • Performing Functional, Sanity, Regression, and Performance Testing
  • Manually testing the application taking into consideration its functional specification
  • Defect Reporting, Defect Tracking and Retesting across various test cycles
  • Communication with client after release and various ongoing processes
  • Attend all project related meetings like daily scrum, status meeting, walkthrough, requirement understanding meeting and retrospective meeting
  • Assisting new team member in grasping the domain knowledge of different modules of the project.
  • Conducted reviews of design documentation to verify compliance with quality assurance standards.
  • Monitored defect resolution activities to ensure that issues are addressed promptly and effectively.
  • Created detailed reports on the results of quality assurance tests conducted.
  • Provided technical guidance to junior quality assurance engineers.
  • Performed root cause analysis on identified defects in order to determine corrective action plans.
  • Assisted in developing strategies for improving overall product quality across multiple departments.
  • Collaborated with developers and other stakeholders to resolve complex technical issues related to software products.
  • Reviewed test cases created by other members of the team prior to execution.
  • Identified, documented, and tracked bugs throughout the development process using bug tracking systems such as JIRA or Bugzilla.
  • Provided training sessions for new members of the Quality Assurance team on best practices and tools used in QA testing.
  • Evaluated existing processes within the Quality Assurance department and recommended improvements where necessary.

Education

PG Diploma in Business Administration -

Annamalai University
04.2021

B.E (Information Technology) -

Priyadarshini Institute of Engineering and Technology
01.2012

12th -

Vidya Devi Jindal, CBSE Board

10th -

Holy Child School, State Board

Skills

  • JIRA
  • Genesys Cloud
  • Cyara
  • Confluence
  • Google Doc
  • Service Now
  • Tableau
  • Microsoft Teams
  • Software Testing
  • Facilitation & Coaching
  • Agile Framework
  • Test Management Tool – HP ALM
  • Requirements Gathering
  • Project Management
  • Teamwork and Collaboration

Certification

  • Certified Scrum Master (CSM) – Scrum Alliance
  • Cyara certified expert IVR application testing.
  • Cyara certified expert platform essentials.

Timeline

Senior Associate - Business Analyst

Cognizant Technology Solutions
09.2022 - 01.2023

Senior Associate - Business Analyst

Cognizant Technology Solutions
11.2015 - Current

Quality Assurance Engineer

Cybage Software Private Limited
12.2012 - 11.2015

PG Diploma in Business Administration -

Annamalai University

B.E (Information Technology) -

Priyadarshini Institute of Engineering and Technology

12th -

Vidya Devi Jindal, CBSE Board

10th -

Holy Child School, State Board

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