Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Sibil Varghese

Brampton,ON

Summary

Business Analyst and RPA Specialist with expertise in process automation and improvement within Banking and Manufacturing sectors. Skilled in using tools like Pega Robotics, Automation Anywhere and Excel to drive efficiency, reduce costs, and enhance data accuracy. Proven track record in managing automation projects, developing process documentation, and collaborating in agile environments.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

United Dairy and Grocers Inc
08.2024 - Current
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Managed approximately 30 incoming calls, emails per day from customers
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Business Analyst

Allure Shades Systems Inc
10.2022 - 07.2024
  • Led the implementation of automation solutions across manufacturing departments, achieving a 25% reduction in processing time using Workflow Automation, and integrated advanced analytics to further optimize processes.
  • Designed and executed in-depth feasibility studies for process automation, identifying and pitching 15 high-impact opportunities to executive stakeholders, with 10 adopted for implementation, resulting in a 20% increase in operational efficiency.
  • Developed and maintained comprehensive reports, dashboards, and metrics using Excel, Google Sheets, and Power BI, providing management with timely and accurate insights for decision-making.
  • Collaborated with business stakeholders to define automation and BI requirements using JIRA and Confluence, resulting in detailed process documentation, streamlined workflows, and improved data-driven decision-making.
  • Enhanced and developed business process maps with Lucidchart and Visio, ensuring efficiency and alignment with organizational goals, while also incorporating data modeling techniques to support BI initiatives.
  • Worked closely with the development team, providing business requirement clarifications and ensuring alignment with desired outcomes, particularly in the context of BI tools like Tableau and Power BI.
  • Partnered with various business units and subject-matter experts, identifying issues with existing applications, optimizing data models, and proposing strategies for report consolidation and renewal.
  • Managed multiple projects and tasks simultaneously, demonstrating strong organizational skills and achieving a 30% increase in productivity by leveraging BI tools and methodologies.
  • Generated comprehensive training materials for 3 newly automated systems, facilitating a smooth transition for 50+ business users, which improved system adoption by 40% and enhanced data literacy across the organization.
  • Created and maintained stakeholder engagement plans, reporting templates, and tools using Google Workspace, JIRA, and Power BI, supporting business operations, improving communication, and driving actionable insights through BI.

Business Analyst

Cognizant Technology Solutions
06.2018 - 09.2022
  • Collaborated with banking clients to document and assess 20+ business processes for RPA suitability, delivering analysis that advanced 3 significant automation initiatives.
  • Facilitated agile development cycles for 4 RPA projects, reducing process cycle time by an average of 35% while maintaining compliance with financial regulations.
  • Coordinated with design leads in brainstorming sessions, providing key insights for 7 RPA solutions that increased departmental productivity by 25%.
  • Managed end-to-end testing for 2 major deployments, resulting in a consistent user acceptance rate above 90%.
  • Collaborated with RPA developers to translate business needs into technical requirements for 2 automation platforms, enhancing operational functionalities for finance end-users.
  • Authored and maintained BRDs and testing scripts which contributed to the seamless execution of project goals.
  • Aided in training sessions for new business processes, improving team knowledge and performance by 30% over a 6-month period.
  • Assisted in developing test scenarios for pre-launch RPA systems, identifying and rectifying 20+ critical issues before system went live.

Business & Management Analyst

Cognizant Technology Solutions
03.2012 - 05.2018
  • Supported RPA initiatives by documenting 10+ existing workflows that were streamlined for pilot automation, achieving a 15% decrease in operational costs.
  • Played a key role in gathering requirements for the department, leading to the successful automation of 3 internal processes.
  • Monitored project activities, milestones, and deliverables to ensure adherence to timelines, budgets, and quality standards, enhancing project efficiency and outcomes.
  • Delivered comprehensive project status reports and performance metrics to stakeholders, enabling informed decision-making and fostering transparency throughout project lifecycles.
  • Managed project portfolio, prioritized initiatives, and allocated resources to optimize utilization and align with strategic objectives, driving organizational success.
  • Conducted project reviews and audits, identifying improvements and recommending actions to enhance project delivery and efficiency.

Education

Bachelors of Engineering - Information Technology

RGPV University

Skills

  • Requirements Management Tools: Jira, Confluence
  • Data Analysis and Visualization Tools: Excel
  • Process Mapping and Modeling Tools: Visio, Lucidchart
  • Document Management Tools: SharePoint, Google Drive
  • Automation Tools: Pega Robotics, Automation Anywhere
  • Agile Tools: Kanban boards
  • Data entry
  • Customer relations
  • Call management
  • Product knowledge
  • Quickbooks

Awards

Implemented Bank-Wide RPA Initiative: Successfully led a team that implemented RPA across multiple banking processes, resulting in a 30% efficiency gain., Streamlined Manufacturing Data Management: Directed the automation of data management processes, resulting in a 40% improvement in data accuracy., Reduced Operational Risk: Designed a risk mitigation plan using RPA, which decreased operational risk by 25% across the finance department., Excellence in Training Development: Crafted and delivered training for newly implemented RPA systems, driving a 40% increase in system adoption among business users.

Timeline

Customer Service Representative

United Dairy and Grocers Inc
08.2024 - Current

Business Analyst

Allure Shades Systems Inc
10.2022 - 07.2024

Business Analyst

Cognizant Technology Solutions
06.2018 - 09.2022

Business & Management Analyst

Cognizant Technology Solutions
03.2012 - 05.2018

Bachelors of Engineering - Information Technology

RGPV University

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Sibil Varghese