Piyush Sharma
Pune
Summary
Business Analyst with 10+ years of professional experience across logistics, travel operations, and customer service environments. Experienced in requirement gathering, stakeholder collaboration, business process analysis, and process improvement initiatives. Skilled in translating business needs into BRD/FRD documentation, user stories, and process maps to support business and technology teams. Strong experience working with cross-functional teams in Agile environments to deliver operational improvements and enhance customer experience.
Overview
11
11
years of professional experience
6029
6029
years of post-secondary education
1
1
Certificate
Work History
Senior Associate - Business Analysis
Capita India Pvt Ltd
Pune
01.2018 - Current
- Performed detailed business process analysis for parcel tracking and delivery operations supporting DPD UK logistics services.
- Conducted stakeholder discussions and requirement gathering sessions with operations and support teams to identify service gaps.
- Documented functional and business requirements through BRD and FRD documentation.
- Created AS IS and TO BE process maps using MS Visio to redesign operational workflows.
- Performed root cause analysis on more than 500 customer cases to identify recurring operational issues.
- Collaborated with cross-functional teams including operations, support, and product teams during Agile sprint cycles.
- Supported User Acceptance Testing (UAT) by validating business scenarios and verifying requirement implementation.
- Maintained issue tracking reports and operational insights that helped leadership identify recurring problems.
- Contributed to improvements that reduced repeat customer contacts by approximately 15-20% and improved issue resolution efficiency.
- Supporting DPD UK logistics services.
Sales Contact Executive
Fareportal Pvt Ltd
Pune
01.2016 - 01.2017
- Managed high-volume inbound travel booking requests for international customers.
- Handled 80+ customer queries per day related to international travel bookings and itinerary planning.
- Analyzed customer requirements and recommended optimal travel options based on availability and pricing.
- Identified recurring issues within the booking platform and provided structured feedback to internal product teams.
Associate Advisor
WNS Global Services
Pune
01.2015 - 01.2016
- Managed travel service requests for UK-based customers while maintaining SLA requirements.
- Coordinated with internal departments to resolve customer escalations.
- Analyzed customer complaint trends and supported team leads in identifying process improvement opportunities.
- Assisted in preparing reports summarizing recurring issues and operational insights.
Education
Bachelor of Business Administration -
Global Tech Institute of Management
HSC - Commerce
P O College of Arts and Science
SSC -
St Aloysius Convent School
Skills
- Requirement Gathering
- Stakeholder Interviews
- Root Cause Analysis
- Business Process Analysis
- Workflow Optimization
- BRD Documentation
- FRD Documentation
- Stakeholder Management
- User Story Writing
- User Acceptance Testing
- AS IS Process Mapping
- TO BE Process Mapping
- Agile Methodologies
- SDLC Methodologies
- Gap Analysis
- Customer Journey Mapping
- Microsoft Excel
- Power BI
- JIRA
- SQL
- Confluence
- PowerPoint
- MS Visio
Certification
Business Analyst Certification - Simplilearn
Timeline
Senior Associate - Business Analysis
Capita India Pvt Ltd
01.2018 - Current
Sales Contact Executive
Fareportal Pvt Ltd
01.2016 - 01.2017
Associate Advisor
WNS Global Services
01.2015 - 01.2016
Bachelor of Business Administration -
Global Tech Institute of Management
HSC - Commerce
P O College of Arts and Science
SSC -
St Aloysius Convent School
Key Business Analyst Project
Parcel Tracking Process Improvement - DPD UK Logistics Operations, High repeat customer contacts due to limited parcel tracking visibility and delayed internal coordination., Conducted stakeholder interviews to understand operational bottlenecks and system limitations., Performed root cause analysis on multiple months of complaint data., Created AS IS and TO BE process diagrams to visualize workflow improvements., Documented functional requirements and recommended improvements for operational workflows., Improved parcel tracking visibility for support teams and faster case resolution.