Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Bushra Sami

Brampton,ON

Summary

Highly motivated and results-driven business analyst with two years of experience in the field. Possess excellent problem-solving skills and a keen eye for detail. Proven ability to work effectively with cross-functional teams and deliver projects within tight deadlines Looking for new challenges in a dynamic and innovative organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

3
years of professional experience

Work History

GSI TECH SERVICES

JR. BUSINESS ANALYST
06.2021 - 08.2022

Job overview

  • Methodology – Hybrid (Waterfall & Agile)
  • Worked on the entire Software Development Lifecycle (SDLC) including all 4 SCRUM ceremonies – Sprint planning, Daily stand-ups, Sprint review and Retrospective
  • Created detailed Business Requirement Document/ Functional Requirement Documents with project team and discuss for review by development team.
  • Worked one-on-one with clients to improve customer journey specifications.
  • Assisted quality assurance department in creating test cases, test scenarios and test data to ensure requirements are as expected by client with no/minimal errors
  • Surveyed clients to ascertain requirements and expectations for product
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
  • Identified and managed stakeholders using the PI grid and the RACI Matrix
  • Capture, analyze and document stakeholder needs, using various elicitation techniques
  • Organize, facilitate and lead cross-functional teams’ up-front business requirements
  • Analyze the “As-Is” and “To-Be” business processes
  • Document functional requirements in JIRA’s product backlog (create and prioritize user stories in JIRA)
  • Decompose functional requirements into Use Case Models, Data Maps, Process Maps, Epics and user stories by working closely with Business and Technical teams
  • Conduct JAD sessions to develop technical specs as well as expedite development process
  • Work closely with Product Owner in Sprint Backlog grooming sessions and setting the sprint goals
  • Involvement with QA team in creating test cases, test scripts and test scenarios
  • Work closely with the development team to ensure functional and non-functional requirements are being implemented as per stakeholder and solution requirements
  • Ensure UI and UX design principles were applied as per requirements by creating mockups and wireframes
  • Developed business context diagrams, data flow diagrams and entity relationship diagrams
  • Helped business increase sales by 20% in three months by working closely with the marketing team


reliance home comfort

RETENTION SPECIALIST
10.2019 - 05.2020

Job overview

  • Answer customer/account requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas
  • Create processes and systems for increasing customer service satisfaction
  • Cross-trained and provided back-up for other retention specialists when needed
  • Provided customers/ sales representatives with accurate information concerning inventory availability, order assignment, pricing, and shipping details as necessary
  • Develop and refine strategic and operational compliance procedures and practices necessary to show reasonable, due diligence and achieve best in class customer service practices
  • Handle customer escalations and make sure the escalations are being addressed by the correct department in a timely manner for maximum customer satisfaction
  • Conducted regular account reviews to identify upsell and cross-sell opportunities
  • Developed and implemented retention strategies to minimize customer churn and maximize revenue growth
  • Worked closely with product development teams to ensure customer feedback was incorporated into product roadmaps.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Established customer retention programs to improve loyalty and increase lifetime value.
  • Assisted product development to build exciting customer offerings, increasing repeat business.
  • Developed new strategies for customer retention activities.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.
  • Reviewed successes and failures to learn from previous mistakes.
  • Reported issues and recognized development areas to eliminate repeat occurrences.
  • Developed loyalty programs and initiatives to incentivize repeat business.
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Conducted performance reviews and provided feedback to managers on employee performance.
  • Collaborated with managers to identify and address employee relations issues.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Kept retention rate of 68% or above ( which is above expectation)
  • Always maintained a NPS (Net Promoter Score) of 10/10

Education

Canadian College of Business, Science And Tech

PGD from Business Analysis
10.2023

University Overview

Skills

  • TECHNICAL SKILLS
  • PowerPoint, Word, MS Visio, Lucid Chart, Drawio, JIRA and Confluence, SQL, Power BI and Tableau
  • BUSINESS ANALYSIS SKILLS
  • Requirement Gathering
  • Business Requirement Documentation
  • Functional Requirements Document
  • Stakeholder Management
  • Agile - Product Backlog, Sprint log, Acceptance and Evaluation Criteria, User stories, prioritization, User story maps
  • Use Case Diagram and Use Case Document
  • Development/Test/QA/Rollout
  • Process Mapping, Process modeling
  • Data Mapping
  • JAD Session, Requirements Workshop, Interview
  • Test Cases and UAT
  • SDLC Management
  • Scrum Methodology
  • Test Plans and Cases
  • System Integration Testing
  • Technical Design Documentation
  • Client Requirements
  • Test Case Scenarios
  • Application Deployment
  • Atlassian JIRA
  • Critical Thinking
  • Process Flow Diagram Creation
  • User Expectations
  • Business Process Mapping
  • Requirements Elicitation
  • SWOT Analysis
  • Training Junior Team Members
  • Activity Diagram
  • Customer Experience Control
  • Improving Client Satisfaction
  • Client Meetings
  • Business Intelligence Tools
  • Sequence Diagrams
  • Mockups and Prototypes
  • Acceptance Criteria
  • SQL
  • Process Optimization
  • Requirements Traceability Matrix (RTM)
  • User Acceptance Testing (UAT)

Timeline

JR. BUSINESS ANALYST
GSI TECH SERVICES
06.2021 - 08.2022
RETENTION SPECIALIST
reliance home comfort
10.2019 - 05.2020
Canadian College of Business, Science And Tech
PGD from Business Analysis

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Bushra Sami