Shama Mahajan
Associate Business Analyst
Greater Noida West,UP
Summary
Seasoned Business Analyst with over 2 years of experience at Yellow.AI. Proven expertise in managing professional services, leading cross-functional teams, and driving customer engagement to achieve business objectives. Skilled in project management, strategic planning, and delivering exceptional customer experiences, contributing to the growth and success of the organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Associate Business Analyst
Yellow.AI
07.2022 - Current
- Managing the full lifecycle of AI projects, from requirement gathering to final implementation and post-launch support, ensuring successful project delivery.
- Working closely with clients to understand their business needs and translate them into effective AI solutions.
- Successfully managing and enhancing customer relationships by understanding their needs and providing tailored solutions, achieving a 20% increase in customer satisfaction scores.
- Collaborating with cross-functional teams, including developers, data scientists, and project managers, to ensure cohesive project execution and alignment with business goals.
- Assess risks associated with engagements, proactively mitigating potential issues before they escalated into significant problems affecting overall outcomes.
- Prepare detailed project plan, technical documents and reports on project progress, providing valuable insights for continuous improvement.
- Evaluating post-go-live performance data to identify areas for improvement and implemented strategies to enhance the quality and effectiveness of future engagements.
- Established clear communication channels between team members and stakeholders, promoting transparency in decision-making processes throughout engagements.
- Leading multiple projects simultaneously, ensuring timely delivery and adherence to budget constraints.
- Providing training and mentorship to junior team members.
- Provided suggestions to improve the product's data presentation on the platform, enhancing user experience and data accessibility.
AI Consultant
Yellow.AI
02.2022 - 07.2022
- Identified opportunities for innovation and implemented improvements in AI strategies and methodologies to stay ahead of industry trends.
- Managed the full lifecycle of AI projects, from requirement gathering to final implementation and post-launch support, ensuring successful project delivery.
- Streamlined data collection processes to enhance accuracy and efficiency in reporting, leading to better decision-making.
- Understood client requirements for AI-driven bots and created detailed bot flow diagrams to outline the desired functionalities and user interactions.
- Trained bots on various utterances and refined bot flows to ensure accurate responses and seamless user interactions.
- Conducted data analysis on allocated datasets to improve efficiency, customer experience (CX), and conversion rates.
Team Lead Quality
Teleperformance Business Services
05.2021 - 01.2022
- Established clear performance metrics for the team facilitating effective tracking of progress toward set targets.
- Implemented process improvements to enhance QA methodologies and overall quality.
- Generated detailed reports and documentation on QA activities, findings, and improvements, providing valuable insights for continuous improvement.
- Mentored and shared knowledge with QA staff, ensuring they met their goals and adhered to process requirements.
- Played an active role in recruiting new staff, conducting interviews, and evaluating potential candidates to build a strong team.
- Managed automation projects from a quality perspective.
Senior Quality Analyst
Teleperformance Business Services
11.2018 - 12.2019
- Acted as the primary liaison for QA processes, ensuring seamless communication and coordination within the team and across departments.
- Delegated tasks and set clear deadlines for team members, ensuring timely and efficient completion of QA activities.
- Oversaw day-to-day operations, ensuring adherence to QA standards and processes
- Partnered with Operations for the implementation of automation tools, enhancing efficiency and accuracy in processes.
- Tracked and reported on SLA for senior management review.
- Identified opportunities for process improvements, driving enhancements in overall process quality.
Quality Analyst
Teleperformance Business Services
11.2018 - 12.2019
- Monitored and enhanced client service performance, product knowledge, and call productivity to ensure exceptional customer experiences.
- Developed and shared best practices across LOBs to drive process improvements and enhance overall quality.
- Coordinated internal and external call calibrations to ensure consistent scoring and feedback delivery, maintaining high-quality standards.
- Initiated call listening sessions for bottom quartile agents, significantly reducing their learning curve and improving performance.
- Initiated and managed the "Gurukul" training program to train and monitor low-performing agents according to Quality and Operations KPIs, resulting in a 30% improvement in overall performance.
Process Trainer
Tech India Solutions Pvt. Ltd
11.2017 - 11.2018
- Delivered high-quality training sessions, leading to increased productivity among team members.
- Collaborated with cross-functional teams for seamless integration of new processes and systems.
- Conducted thorough assessments of trainee progress, ensuring timely feedback for performance improvement.
- Developed comprehensive training materials, resulting in improved overall performance among trainees.
- Designed customized training plans based on individual employee needs, promoting tailored skill development.
Sen. Quality Analyst
Tech India Solutions Pvt. Ltd
02.2015 - 01.2017
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Education
Bachelor of Information Technology - Information Technology
DAV College
Amritsar, India 04.2001 -
Skills
Project Management
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Certification
Project Management for Conversational AI
Timeline
Project Management for Conversational AI
04-2023
Associate Business Analyst
Yellow.AI
07.2022 - Current
AI Consultant
Yellow.AI
02.2022 - 07.2022
Team Lead Quality
Teleperformance Business Services
05.2021 - 01.2022
Senior Quality Analyst
Teleperformance Business Services
11.2018 - 12.2019
Quality Analyst
Teleperformance Business Services
11.2018 - 12.2019
Process Trainer
Tech India Solutions Pvt. Ltd
11.2017 - 11.2018
Sen. Quality Analyst
Tech India Solutions Pvt. Ltd
02.2015 - 01.2017
Bachelor of Information Technology - Information Technology
DAV College
04.2001 -
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