Hi, I’m
Sakshi Phull
Business Analyst, Project Co-Ordinator, Project Manager
Kitchener
Summary
A highly analytical and results-driven business analyst with 10 years of experience in the telecom and banking industry. Proficient in gathering and analyzing data to drive business decisions, identify industry trends, and develop data-driven strategies to improve operations and increase revenue. Adept with technologies like :
- MS Office Suite (Excel, PowerBI, Visio)
- Jira, Confluence, and Agile tools
- Data analysis and reporting tools
Overview
9
years of professional experience
1
Certification
Work History
Sitel
Business Analyst
04.2022 - Current
Job overview
- Analyzed data to identify operational inefficiencies and developed data-driven recommendations for improvement
- Conducted stakeholder workshops and presentations to gather requirements, manage expectations, and drive project success
- Collaborated with cross-functional teams to implement cost-saving initiatives that resulted in a 15% reduction in operating expenses
- Developed business intelligence dashboards to track key performance indicators and improve decision-making
- Conducted gap analysis to identify areas for process improvement and streamlined operations, resulting in a 30% increase in productivity
- Instituted contingency plans, ensuring business continuity through cross-training, documentation and data backups.
British Telecom
Business Improvement Professional
11.2017 - 01.2022
Job overview
- Conducted process analysis to identify areas for improvement and implemented Lean Six Sigma methodology to streamline the telecom engineering process
- Collaborated with cross-functional teams to prioritize process improvements, resulting in a 25% reduction in cycle time and a 15% increase in productivity
- Developed and implemented process metrics and KPIs to monitor performance and drive continuous improvement
- Led the transition to Agile methodologies and provided training and support to teams to ensure successful adoption
- Collaborated with stakeholders to gather requirements, manage expectations, and drive project success
- Conducted training sessions and provided support to teams to ensure successful adoption of new processes
Concenrtix
Team Leader
12.2015 - 11.2017
Job overview
- Lead a team of agents and subject matter experts in the delivery of high-quality customer service and support in the telecom industry
- Implemented process improvements to streamline operations and improve customer satisfaction, resulting in a 10% increase in customer retention
- Managed workload and provided guidance to team members to ensure successful delivery of projects and goals
- Conducted performance evaluations, provided training and development opportunities, and fostered a positive team culture
- Collaborated with cross-functional teams to prioritize projects and ensure successful delivery
- Provided coaching and mentorship to team members to develop skills and drive success
Barclays
Quality Analyst
06.2013 - 11.2015
Job overview
- Conducted process analysis to identify areas for improvement and implemented quality control measures to ensure compliance with regulations and industry standards
- Conducted root cause analysis to resolve customer complaints and drive process improvements, resulting in a 10% reduction in customer complaints and a 5% increase in customer satisfaction
- Collaborated with cross-functional teams to prioritize projects and drive process improvements
- Conducted data analysis and reporting to track performance and drive continuous improvement
- Implemented quality control measures to ensure compliance with regulations and industry standards
- Provided training and support to teams to ensure successful adoption of new processes and procedures
- Conducted performance measurement and reporting to track and drive continuous improvement
Education
HNBGUWES Verified
Bachelor of Science
08.2013
Skills
- Data analysis and interpretation
- Business requirements gathering and documentation
- Stakeholder management and communication
- Project management and delivery
- Agile methodologies and process improvement
- Business intelligence and data visualization
- Performance measurement and reporting
- Root cause analysis and problem-solving
- Pivot Tables
Certification
- CBAP - Certified Business Analysis Professional
- Six Sigma Green Belt
- PMP - Currently Pursuing
Timeline
Business Analyst
Sitel
04.2022 - Current
Business Improvement Professional
British Telecom
11.2017 - 01.2022
Team Leader
Concenrtix
12.2015 - 11.2017
Quality Analyst
Barclays
06.2013 - 11.2015
HNBGU
Bachelor of Science
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