Divya Tummala
Rockbank,VIC
Summary
A dedicated IT professional with 11 years of experience in Business Analysis and Functional Testing roles, across multiple industries - including Insurance, Finance and Utilities. Bringing to the table a mindset of continuous improvement in Products and the Process of delivering products. Contributing to the Organization's enterprise strategy by facilitating open and positive conversations, bridging the gap between technology and business, effective documentation and building efficient feedback loops.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Business Analyst-Enterprise Transformation
Greater Western Water
Footscray, VIC
05.2023 - Current
- Senior Business Analyst (BA) with Greater Western Water, working closely with business stakeholders, field staff, IT development teams, project managers, third-party consultants, and solution design.
- Responsible for system consolidation and cost vs. benefit analysis.
- Organized various discussions with stakeholders, ranging from business, field staff, to enterprise architects, system architects, and development team.
- Converting endorsed requirements to user stories for the development team.
- Facilitating various levels of testing, including systems integration testing, user acceptance testing, and production validation testing.
- Responsible for deriving a minimum viable product for rapid testing and assessment.
- Facilitating setting metrics and key performance indicators to assess the success of the initiative.
- Facilitating ongoing improvements for post go-live.
- Was able to consolidate the processes of 2 distinct Lines of Business within a span of 4 months.
- Was able to deliver 2 entirely new system flows while dealing with dependencies with 2 upstream/downstream systems.
- Enabled cost saving of around 700,000 dollars by system consolidation.
Senior Business Analyst
Moula
Melbourne, VIC
02.2021 - 04.2023
- Senior Business Analyst (BA) with Moula, working closely with two development teams, Product Managers, the Data Analytics team, third-party consultants, Solution Design, and Business. Responsible for all the IT development for Moula Pay.
- Responsible for revamping the Moula Pay customer experience to transform the way customers make payments.
- Juggling various high-priority initiatives at a time as part of a scale-up company.
- Liaising with multiple stakeholders, including Marketing, Finance teams, Solution Architects, Development teams, product Managers, UX design teams, and Third-party vendors (from the Philippines).
- Responsible for requirement gathering, elicitation, facilitating design discussions, conducting solution design workshops, documenting stories, maintaining a healthy backlog, handling technical debt, showing demos to business, and conducting UAT.
- Working closely with Quality Assurance teams to ensure a defect-free delivery.
- Increased customer satisfaction with payment experience from 70% to a whopping 85%.
- Introduced documentation discipline.
- Near defect-free delivery with only 1 production bug fix.
Digital Transformation Business Analyst
AGL Energy Ltd
Melbourne, VIC
05.2019 - 02.2021
- Business Analyst (BA) within the Digital Centre of Excellence, focusing on various initiatives including the online payment portal, Virtual Assistant within the company website, Chat and messaging functions within the Payment portal, and on the company website.
- Involved in ideating a response to the COVID-19 pandemic response.
- Analyzing the call reasons from call recordings and converting them into Intents for BOT to respond.
- Involved in migrating Chat to Messaging for Customer Service Representatives.
- Donning the hat of a Scrum Master as and when needed.
- Involved in liaising with third-party vendors for messaging platform and bot AI.
- Enabled betterment of customer service, leading to rise in customer satisfaction.
- Reduced call volumes for Bill Help from 4,500 calls per month to 1,050 calls per month.
- Enabling customer service representatives to pick the conversation the next day to address customer queries.
- Increased engagement, safety, and trust within the development team through organizing retrospectives and addressing their pain points.
Digital Transformation Business Analyst
MYOB Pvt Ltd
Cremorne, VIC
10.2018 - 05.2019
- Business Analyst (BA) within the Help and Support Stream, focusing on offering support to customers on a need basis by facilitating better performance of Search and Chat functions, and Community function within the support space of the Company Website.
- Worked closely with the stakeholders and UX team.
- Reviewed the UX designs and documented the acceptance criteria using BDD approach.
- Helped to set the baselines for the initiatives that I was working on by using Google Analytics.
- The role required me to work collaboratively and creatively with the various Business Subject Matter Experts, Initiative Lead, Scrum Master, and Developers to ensure alignment between business objectives, desired customer experience, and the delivered solution.
- Increased visits to the MYOB learning platform.
- Increased engagement in chat, resulting in call reduction.
Business Analyst
Tata Consultancy Services
Hyderabad, India
05.2013 - 09.2018
- Worked in the capacity of a Business analyst with Insurance clients like AXA, Farmers Insurance, Humana. Worked on various exciting projects like Claims Managements systems, Premium quotation generation tools, Agent portals etc. Moved to Melbourne in April 2018 on a pioneering onshore offshore model project with AGL.
Quality Analyst
Tata Consultancy Services
Hyderabad, India
12.2012 - 05.2013
- Quality Analyst (QA) working in a waterfall model for the end-to-end testing of Accident Insurance Policy for Commercial and Individual Use in the Casualty Line of Business of AXA.
Volunteer
Yuva Varadhi NGO
Hyderabad, India
04.2012 - 12.2012
- I volunteered in Yuva Varadhi, an NGO working to improve the lives of underprivileged children.
- I always put my hand up to translate lengthy documents to help children understand information in their vernacular.
- I volunteered to teach in local government schools, where teachers were understaffed.
- This stint gave a different perspective of life. It made me cherish things that I took for granted.
Education
Bachelor of Technology - Electronics And Communications Engineering
Jawaharlal Nehru Technological University
Hyderabad India 04-2012
Skills
- Workshop facilitation
- Process mapping
- Negotiation
- Design thinking
- Stakeholder management
- Root cause analysis
- Team management
- Flexibility
- Presentation skills
- Project management
Affiliations
- Painting
- Poetry
- Cooking
- Swimming
Accomplishments
- Area Level Speech Contest winner
Certification
- IIBA Agile Analysis Certificate
- LOMA Level 1 Certificate
- Competent communicator from Toastmasters International
Languages
English
Full Professional
Hindi
Native/ Bilingual
Telugu
Native/ Bilingual
References
Sravanthi Kalepu
Head of Operations
Email: sravanthikalepu@gmail.com
Mobile: 0415127151
Mike Foden
Senior Software Engineer
Email: mfoden@gmail.com
Mobile: 0407523479
Software skills
- Microsoft office suite
- Power Point
- Visio
- JIRA
- Confluence
- HPQC
- HPALM
Timeline
Senior Business Analyst-Enterprise Transformation
Greater Western Water
05.2023 - Current
Senior Business Analyst
Moula
02.2021 - 04.2023
Digital Transformation Business Analyst
AGL Energy Ltd
05.2019 - 02.2021
Digital Transformation Business Analyst
MYOB Pvt Ltd
10.2018 - 05.2019
Business Analyst
Tata Consultancy Services
05.2013 - 09.2018
Quality Analyst
Tata Consultancy Services
12.2012 - 05.2013
Volunteer
Yuva Varadhi NGO
04.2012 - 12.2012
Bachelor of Technology - Electronics And Communications Engineering
Jawaharlal Nehru Technological University
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