V. Sri Manasa

Company Overview: Health Care.

• Assisted members via Emails and phone calls, addressing basic inquiries related to services, policies, and claims, ensuring accurate and timely responses.
• Collaborated with internal teams to resolve issues, ensuring smooth operations, and a positive experience for members.
• Applied basic problem-solving skills to manage cases, gather necessary information, and ensure effective issue resolution.
• Maintained a customer satisfaction score of 95% through clear communication and consistent service delivery.
• Organized and managed tasks efficiently, documenting work status and follow-ups to meet deadlines, and ensuring a smooth workflow.
• Supported the documentation of business requirements, ensuring alignment with client needs and project objectives.

• Provided detailed business analysis and support for clients from diverse international backgrounds, ensuring prompt resolution of inquiries, concerns, and technical issues.
• Coordinated cross-functional operations across different time zones to ensure 24/7 availability and alignment of business solutions.
• Scheduled and managed meetings with stakeholders across regions, ensuring effective communication and resolution of business challenges in alignment with regional working hours.
• Transformed the gathered information into comprehensive documentation, including Business Requirement Documents (BRDs), Functional Requirements (FRDs), Business Rule documen
• Skilled in creating workflows, wireframes, prototypes, site maps, and DFDs.
• Managed the entire release process, using waterfall and Agile methodology, which included refining customer requirements, creating wireframes, and documentation for visualizing functional requirements, and ensuring timely module submission.
• Managed multiple stakeholders, assisted users with site-specific configuration and technical issues, and handled change requests.
• Conducted product training for users by developing training materials, including user manuals, and training videos, to ensure effective understanding and adoption of the product.
• Implemented agile methodologies (Scrum) to manage project lifecycles, ensuring efficient and iterative delivery of high-quality solutions, while utilizing JIRA as a project management tool for task tracking, sprint management, and cross-functional team collaboration.
• Managed high-volume communication channels, including email and phone while consistently meeting or exceeding business KPIs, and response time metrics.
• Developed and documented training materials for new team members on system usage and business process improvement techniques.
• Demonstrated strong verbal and written communication skills to effectively engage stakeholders, and presented actionable insights to enhance overall client satisfaction.
• Applied business analysis skills, including process mapping, requirements gathering, and stakeholder management, to continuously improve operational workflows and customer satisfaction.

• Supported the collection and documentation of business requirements by engaging with stakeholders, and analyzing business needs.
• Contributed to identifying process inefficiencies, and proposed enhancements to improve workflow.
• Transformed the gathered information into comprehensive documentation, including Business Requirement Documents (BRDs), Functional Requirements (FRDs), Business Rule documents, and release notes.
• Developed UML diagrams, such as use case diagrams and activity diagrams.
• Skilled in creating workflows, wireframes, prototypes, site maps, and DFDs.
• Conducted gap analysis to identify discrepancies between current and desired business processes, enabling the implementation of targeted process improvements and efficiencies.
• Implemented agile methodologies (Scrum) to manage project lifecycles, ensuring efficient and iterative delivery of high-quality solutions, while utilizing JIRA as a project management tool for task tracking, sprint management, and cross-functional team collaboration.
• Ensured effective communication with stakeholders, providing regular updates on project developments and changes.
• Collaborated with cross-functional teams to convert business requirements into clear, actionable documentation.
• Facilitated workshops, conducted interviews, and organized requirement-gathering sessions to elicit business needs, capture user stories, define business rules, and identify opportunities for process enhancement.
• Developed simple reports and instructional materials to support the adoption of new systems and processes.

• Assisted in gathering business requirements by participating in stakeholder meetings, and documenting key insights.
• Created basic user stories and use cases to document business needs and ensure they were clear for the technical team.
• Worked with teams to understand business requirements, and contributed to translating them into clear documentation for development.
• Analyzed data and trends to provide simple insights and support decision-making processes.
• Researched market trends and documented findings to support business strategies and opportunities.
• Created simple process flow diagrams and visual aids to document business processes and share them with stakeholders.
• Maintained clear communication with stakeholders, ensuring they were updated on project progress and changes.
• Supported project managers by documenting timelines, tasks, and risks to keep projects on track.
• Created basic reports to track the performance of implemented solutions, and document their effectiveness.