Palash Bhatnagar
Business Analyst
New Delhi
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Business Analyst
Expert Start-up Solution
New Delhi
01.2022 - Current
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Increased efficiency in resource allocation by conducting detailed business requirements analysis.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Performed gap analysis to identify areas of improvement.
- Collaborated with stakeholders to define project objectives and criteria.
Customer Experience Specialist
American Express
Gurgaon
01.2020 - 12.2021
- Managed cross-functional team to improve customer satisfaction, resulting in 50% increase in positive feedback and 20% reduction in complaints.
- Led software update project, reducing system errors by 30% and improving application performance by 25%.
- Executed social media strategies, amplifying brand presence and engagement, leading to 40% growth in followers.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Reduced response times by implementing effective communication channels between customers and support agents.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within department.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience
Senior Team Member
FIS Global
06.2015 - 04.2018
- Mentored junior team members, fostering professional growth and career advancement opportunities.
- Championed best practices within team, leading by example through adherence to company policies and procedures.
- Facilitated effective communication between team members and stakeholders, ensuring all parties were aligned on expectations and progress.
- Enhanced team productivity by streamlining communication channels and implementing efficient workflow processes.
- Provided training and support to onboarding employees.
- Assisted colleagues with problem-solving efforts when faced with complex issues or roadblocks, leveraging expertise gained from previous experiences in similar situations.
- Created detailed reports on team's progress
Education
Bachelor of Arts - History
Ignou
New Delhi 07.2018 - 06.2021
Skills
Requirements Gathering
Project Management
Business process improvement
Data Analysis
Software development life cycle
Business process modeling
Consulting
Data Mining
Needs assessments
Analytical Skills
Problem-Solving
Business Analysis
Timeline
Business Analyst
Expert Start-up Solution
01.2022 - Current
Customer Experience Specialist
American Express
01.2020 - 12.2021
Bachelor of Arts - History
Ignou
07.2018 - 06.2021
Senior Team Member
FIS Global
06.2015 - 04.2018
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