Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Sathish R

Sathish R

Chennai

Summary

Dynamic Senior Business Analyst with a proven track record at Rebase Global Technologies, specializing in business process optimization and digital transformation. Expert in BRD/FRD documentation and stakeholder engagement, I led initiatives that enhanced digital onboarding, reducing customer drop-off by 15%, while fostering cross-functional collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Business Analyst

Rebase Global Technologies
Chennai
09.2024 - Current
  • Client: Spaisa Capital Ltd – Fintech & Trading
  • Provided strategic leadership in BA activities, aligning business goals.
  • Developed BRDs/FRDs, defined user stories and acceptance criteria.
  • Led digital onboarding enhancements, reducing customer drop-off by 15%.
  • Coordinated UAT, backlog grooming; designed Excel & Power BI dashboards.
  • Client: Honeywell Aerospace – SCM & PLM Integration
  • Designed workflows for order & product lifecycle management.
  • Integrated APIs between internal & legacy systems.
  • Automated part failure tracking to improve logistics performance.

Senior Business Analyst

Technementals Innovation India Pvt Ltd
Chennai
04.2024 - 09.2024
  • Drove requirement gathering and Agile planning.
  • Documented BRDs and FRDs for trading/investment workflows.
  • Managed backlog grooming and Agile ceremonies.
  • Led compliance story writing and production deployment.

Business Analyst

XXX
Chennai, TamilNadu
06.2022 - 03.2024
  • Project Experience

    Automobile – Mahindra & Mahindra

    Created BRD, FRD, PRD, and SRS for digital platform enhancements; conducted JAD discussions with cross-functional stakeholders to capture requirements.

    Led UI/UX wireframing sessions to redesign service request flows; collaborated with development and QA teams via JIRA and Confluence.

    Ensured defect-free UAT to production deployment, improving service delivery and reducing operational errors by $120K annually.

    Implemented Salesforce Sales Cloud to streamline lead management, dealer engagement, and opportunity tracking, improving conversion rates by 18%.

    Worked in Agile/Scrum methodology, handled sprint planning, backlog grooming, and daily stand-ups with a 5-member team.

    Health Insurance – ABHI (Aditya Birla Health Insurance)

    Defined workflows for claims, billing, reconciliation, and payments; ensured compliance with RBI & IRDAI regulations.

    Prepared BRD, FRD, PRD, and SRS for policy servicing modules; used SQL queries to validate claims and payment reconciliation data.

    Implemented Salesforce Service Cloud for claims servicing, case management, and automated escalation matrix, reducing resolution time by 25%.

    Conducted stakeholder workshops & JAD sessions, ensuring alignment between business and IT teams.

    Managed a Scrum team of 6, tracked deliverables on JIRA, and maintained documentation on Confluence.

    E-Commerce – Jusqlik

    Conducted sales/customer data analysis and prepared enhancement requirements (BRD/FRD/SRS) for digital platform upgrades.

    Worked on Salesforce CPQ implementation to automate product bundling, dynamic pricing, and discount approvals, reducing quote turnaround time by 30%.

    Implemented Salesforce Marketing Cloud for personalized campaigns, customer journeys, and audience segmentation, improving repeat purchase rate by 22%.

    Collaborated with sales & marketing stakeholders in JAD sessions; created wireframes for campaign workflows.

    Used JIRA for user stories & sprint tracking, and Confluence for functional documentation; ensured Agile delivery across 4 sprints.

Customer Service Executive

Infosys PVT LTD
Chennai, Tamilnadu
10.2020 - 01.2021
  • Experienced in managing customer interactions using Salesforce CRM, ensuring accurate case logging, timely follow-ups, and delivering personalized solutions to improve customer satisfaction.

    Skilled in cold calling and client engagement, driving customer acquisition, upselling opportunities, and building long-term relationships with key stakeholders.

    Strong stakeholder management expertise, collaborating with internal teams, clients, and leadership to resolve escalations, gather feedback, and align service delivery with business goals.

    Proven ability in team handling and collaboration, mentoring junior team members, coordinating with cross-functional teams, and achieving collective performance targets.

    Conducted training sessions and process knowledge sharing, improving team efficiency, CRM usage, and customer service quality across multiple projects.

Customer service executive

YYY
Chennai, Tamiladu
02.2016 - 10.2020
  • BPO Team Lead – Roles & Responsibilities

    Led a 15-member customer service and sales support team, ensuring smooth daily operations, workload allocation, and achievement of performance targets (AHT, CSAT, SLA).

    Managed stakeholder communication with clients and internal management, providing regular status updates, handling escalations, and aligning team performance with business objectives.

    Conducted training and coaching sessions to improve team skills in customer handling, communication, and process compliance, resulting in improved service quality and higher customer satisfaction.

    Monitored KPIs and prepared performance reports, using data-driven insights to optimize call handling, reduce errors, and improve operational efficiency.

    Facilitated team collaboration through daily huddles, feedback sessions, and motivational activities, fostering a positive work culture and reducing employee attrition.

Customer Service Executive

Infosys BPO
Chennai
09.2014 - 02.2016
  • Delivered high-quality customer service for international financial clients, resolving queries promptly and professionally.
  • Generated reports using Excel and summarized performance metrics in PowerPoint presentations.
  • Maintained records and generated reports using MS Excel, while communicating updates via PowerPoint decks.

Document Specialist

RR Donnelley
Chennai
02.2014 - 09.2014
  • Created and formatted complex client deliverables using MS Word, Excel, and PowerPoint with high attention to detail.
  • Supported global stakeholders by ensuring accurate and timely documentation for investment banking and legal clients.
  • Supported global teams with time-sensitive document services, maintaining accuracy and formatting consistency.

Education

Bachelor - Computer Science

Madras University
01.2013

Skills

  • Business Process Optimization & Digital Transformation
  • BRD/FRD Documentation, User Stories, Agile (Scrum, Jira, Confluence)
  • API/Data Integration & UAT Coordination
  • Stakeholder Engagement & Communication
  • Regulatory Compliance: KYC, COI, IRDAI, RBI
  • Dashboarding & Reporting: SQL, Power BI, Excel
  • Risk & Compliance, Production Deployment
  • Business Analysis: BRD, FRD, User Stories, Agile/Scrum
  • Process Tools: JIRA, Confluence, Figma, Excel Dashboards
  • Data & API: SQL, Power BI, API Integration
  • Testing & Deployment: UAT, PROD Deployment
  • Compliance & Risk: IRDAI, RBI, KYC/COI
  • Communication: Stakeholder Collaboration, Cross-functional

Certification

Salesforce Business Analyst

Languages

Languages: English, Tamil – Full Professional Proficiency, Tools: JIRA, Confluence, Figma, SQL, Power BI, Excel

Timeline

Senior Business Analyst - Rebase Global Technologies
09.2024 - Current
Senior Business Analyst - Technementals Innovation India Pvt Ltd
04.2024 - 09.2024
Business Analyst - XXX
06.2022 - 03.2024
Customer Service Executive - Infosys PVT LTD
10.2020 - 01.2021
Customer service executive - YYY
02.2016 - 10.2020
Customer Service Executive - Infosys BPO
09.2014 - 02.2016
Document Specialist - RR Donnelley
02.2014 - 09.2014
Madras University - Bachelor, Computer Science

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