Santosh Vineel
Hyderabad
Summary
Dynamic and results-driven Senior Analyst with over 10 years of experience in business analysis, stakeholder engagement, and process optimization. Adept at gathering and analyzing business requirements, designing scalable solutions, and driving data-informed decisions. Proven success in collaborating with cross-functional teams to support project delivery and improve operational efficiency. Certified in Scrum, Lean Six Sigma, and JIRA.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Analyst
Dell Technologies
04.2021 - Current
- Led cross-functional stakeholder sessions to gather and document complex business requirements for new systems and process enhancements.
- Conducted end-to-end process evaluations, identifying inefficiencies and recommending improvements to streamline workflows.
- Designed and implemented scalable solutions that addressed operational challenges and improved efficiency.
- Performed advanced data analysis to uncover trends, generate actionable insights, and support strategic decision-making.
- Created comprehensive documentation (BRDs, process maps, functional specs) to ensure clear alignment across technical and business teams.
- Maintained continuous communication with stakeholders, facilitating feedback loops and ensuring transparency.
- Partnered with project managers to plan and execute initiatives aligned with business goals and strategic priorities.objectives.
Analyst
Dell Technologies
03.2019 - 04.2021
- Supporting and advising the sales team to drive sales productivity.
- Setup and maintenance of Premier Pages to ensure smooth ordering experience for the customer.
- Working closely with sales to enable frictionless transactions.
- Driving process efficiencies with strategic insights that help boost sales.
- Working proactively with cross functional teams for best practices share that always resulted in the betterment of the customer experience.
- Delivering solutions that helped save agents time for 20+ hours that resulted in sales spending that extra time in generating more leads.
Senior Associate
Dell Technologies
01.2017 - 03.2019
- Resolving Premier customer queries.
- Conducted demonstration calls, marketing Premier Dell users.
- Resolved 'Not Acknowledged Order' code reasons by investigating reason codes.
- Actively participated in time and motion study conducted by the leadership to evaluate the processing time of the request/nature of requests.
Associate
Dell Technologies
07.2015 - 12.2016
- Resolving premier customer queries.
- Managing configurations availability and EOL items.
- Premier Page Creations.
E-Support Officer
Knoah Solutions Private Limited
05.2014 - 07.2015
- Handled inbound Chats and Emails.
- Provided technical support for Samsung products.
- Performed remote sessions to resolve customer issues.
Education
MBA/PGDM - HR/Industrial Relations
Osmania University
Hyderabad01.2017
Skills
- Auditing
- Escalation Management
- Training
- Customer Centric
- Strategic Thinking
- Problem Solving
- User Acceptance Testing
- Stakeholder Management
- Business and Process Analysis
- Project Support and Coordination
Certification
- Scrum Alliance Certified Scrum Master
- Jira User
- Lean Six Sigma
Projects
Churn Reduction:
Implemented targeted strategies and data-driven initiatives to reduce customer churn, improving customer retention and contributing to overall business growth.
Tool Transition:
Managed the end-to-end transition of SFDC, overseeing the planning, stakeholder coordination, training, and support to ensure seamless adoption and minimal disruption to business operations.
Business Required Document:
Prepared and managed business requirement documents (BRDs) to define project scope, functional specifications, and stakeholder expectations, ensuring alignment between business objectives and technical deliverables.
Macro Creation:
Created and optimized macros to automate repetitive tasks, improving operational efficiency and reducing processing time.
Optimized Hedge Formula:
Refined the hedge update formula, dramatically cutting update time by ~15 minutes per account for Accessories, Docks, and Monitors-boosting operational efficiency and turnaround speed.
Languages
- English
- Hindi
- Telugu
Timeline
Senior Analyst
Dell Technologies
04.2021 - Current
Analyst
Dell Technologies
03.2019 - 04.2021
Senior Associate
Dell Technologies
01.2017 - 03.2019
Associate
Dell Technologies
07.2015 - 12.2016
E-Support Officer
Knoah Solutions Private Limited
05.2014 - 07.2015
MBA/PGDM - HR/Industrial Relations
Osmania University
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