NANCY VERMA
Summary
Results-driven Continuous Improvement Analyst , skilled in SQL and Lean methodologies. Successfully enhanced internal processes, reducing inefficiencies and improving stakeholder alignment. Developed impactful dashboards in Power BI and Excel, enabling data-driven decisions. Proven ability to foster collaboration across departments while delivering exceptional customer service and support.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Continuous Improvement Analyst
Rogers Communications
ON
02.2024 - Current
- Executed internal process enhancements utilizing Lean and Kaizen techniques to reduce inefficiencies.
- Developed and implemented WalkMe Smart Walkthroughs to streamline digital workflows for agents and customers.
- Achieved 4% reduction in revenue leakage by redesigning discount structures during process audit project.
- Engaged with stakeholders and product owners to clarify business needs and recommend effective process changes.
- Collaborated with technical, operations, and support departments to ensure cohesive project outcomes.
- Created automated reports and dashboards using Excel, Power BI, and SQL for performance tracking.
- Documented workflows, conducted team reviews, and facilitated user testing for successful implementation of improvements.
Business Support Analyst
Rogers Communications
ON
07.2019 - 02.2024
- Delivered high-touch customer service to business clients, enhancing satisfaction and retention.
- Utilized Salesforce CRM for transaction management, issue resolution, and increasing ARPU by 30%.
- Optimized transfer tools and communication flows, achieving a 14% reduction in call transfers.
- Recognized as Best Performer twice in one year for exceptional service delivery.
- Tracked and reported KPIs on account retention, sales growth, and resolution timelines.
- Monitored service-level KPIs including average resolution time and customer satisfaction scores.
- Supported large enterprise accounts with comprehensive service across wireless and wireline platforms.
- Managed high-priority escalation calls, ensuring timely resolutions and positive client experiences.
Business Analyst / Developer
Webcom Technologies
INDIA
05.2016 - 10.2018
- Analyzed operational and sales data to identify trends and improve reporting accuracy, contributing to a 12% increase in client sales over one year.
- Developed and maintained Excel-based business reports and Tableau dashboards to support leadership decisions.
- Collaborated with operations and product teams to define key metrics and automate recurring reports, reducing manual effort by 90%.
- Supported process documentation and user testing during internal system updates and reporting enhancements.
Data Analyst
MediHelp
New Delhi, INDIA
06.2014 - 03.2016
- Monitored and analyzed revenue cycle performance, identifying inefficiencies that led to a 7% improvement in claim resolution times.
- Delivered recurring and ad hoc reports to leadership using SQL and excel data sources, improving operational visibility.
- Built executive dashboards in Tableau to support data-informed decision-making.
- Provided data-backed recommendations during change management initiatives, enhancing stakeholder engagement.
Technical Support Officer – Microsoft Windows
Microsoft
Gurgaon, INDIA
07.2009 - 05.2010
- Provided first-line tech support and guided users through software installations.
- Maintained high customer satisfaction through prompt resolution of technical issues.
Education
MCA – Master of Computer Applications -
Guru Jambheshwar University
Hisar, India01.2012
BCA – Bachelor of Computer Applications -
Guru Jambheshwar University
Hisar, India01.2009
Skills
- SQL
- Excel
- Python
- Tableau
- Power BI
- MicroStrategy
- WalkMe Smart Walkthroughs
- Salesforce
- Microsoft Loop
- MS SQL Server
- Lean
- Kaizen
- Root cause analysis
- Process mapping
- JIRA
- Confluence
- MS Project
Certification
- Kaizen Yellow and Green Belt Certified
- Project Management (Applied experience in cross-functional initiatives at Rogers)
Timeline
Continuous Improvement Analyst
Rogers Communications
02.2024 - Current
Business Support Analyst
Rogers Communications
07.2019 - 02.2024
Business Analyst / Developer
Webcom Technologies
05.2016 - 10.2018
Data Analyst
MediHelp
06.2014 - 03.2016
Technical Support Officer – Microsoft Windows
Microsoft
07.2009 - 05.2010
MCA – Master of Computer Applications -
Guru Jambheshwar University
BCA – Bachelor of Computer Applications -
Guru Jambheshwar University