Srinidhi Narayanan
Point Cook,VIC
Summary
Experienced Business Analyst with a strong background in business systems analysis and process improvement. Adept at supporting software development methodologies and delivering high-quality project documentation. Skilled in facilitating workshops, translating business requirements into functional specifications, and maintaining strong stakeholder relationships. Seeking a challenging role to contribute to the success of an organization by identifying opportunities, implementing innovative solutions and fostering a customer-centric culture.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Business Improvement Analyst
Vocus
08.2022 - Current
- Working for Dodo Telco Activations team, primarily focusing on process improvement and change management initiatives.
- Drove CRM transformation project to migrate and adapt Salesforce successfully. Gathered business requirements from stakeholders in Operations and Sales, translated them into actionable insights, developed Process Map flowchart using MS Visio, and created wireframes using Balsamiq to showcase desired user interface.
- Ownership of Value stream and processes for Activations Team. I have organized elicitation workshops with call center representatives and business stakeholders to identify process and system enhancements.
- Perform change impact assessment of all impending process changes and improvements using the Risk Assessment Matrix.
- Proposed system enhancements are worked along with IT and delivery based on agile/ scrum methodology.
- I manage the enhancements portfolio for our team in JIRA and assist with prioritization. Adopt the Kanban board style of JIRA within an Agile framework
- Customer Effort Score (CES) improved from 4.6 to 5 and achieved 3 FTE reduction due to the process changes and continuous improvement initiatives.
Customer Experience Manager
Pearson
07.2019 - 07.2022
- Managed teams across Australia and Manila, Philippines. Had a total of 4 reports and a strong foundation in working with Cross-Functional, multi-location teams.
- Built solutions and processes to reduce operating costs and enhance the customer experience.
- Some notable projects I led and delivered include Live chat capability and cloud-based phone systems for contacting our customer care team. I was able to achieve a 10% cost reduction monthly and improved our CSAT scores to over 85% from about 73% before the project went live.
- Conceptualized practical activities involving Sales, Marketing, and Product teams, including customer journey mapping and purchase path mapping. As an outcome of these activities, I documented all "As-Is" processes and user journeys which laid the foundation for all departmental processes and system changes.
- Spearheaded the Order to Cash Stream of a significant ERP transformation project that touched every department at Pearson.I steered several aspects of the project, including: "To-be process analysis," process mapping, change management, Call center agents training, UAT, and Hypercare.
Service Delivery Analyst
Pearson
09.2017 - 07.2019
- SLA management for customer support requests via all channels.
- Led a Tiered Service Delivery project to move the contact centre to Manila, Philippines, and have higher support in Australia.
- Prepared the "As-Is" and "To-be" process framework. Designed the scope documents to advise call centre representatives of escalation points and input/ output for each type of customer inquiry
- Platform Specialist for CRM system: rolling out Salesforce to Australia business and being the SME for Service cloud.Regularly liaised with global teams to represent local interests, test updates, and develop training materials
- Level 3 support for a Digital learning product – assisted with Customer Journey mapping, User persona preparation, Product Design feedback, and the entire Development lifecycle.
Education
Master of Science - Chemical Engineering
National University of Singapore
Singapore2015
Bachelor of Technology - Chemical Engineering
Anna University
Chennai, India2013
CX Strategy And Design
RMIT Online
Melbourne, VIC04.2019
Skills
- BPMN
- SQL
- Microsoft Power BI
- Visio
- DMAIC
- Balsamiq
- Jira
- Miro
- Change Management
- Customer Experience Design
Certification
- ITIL Foundation Level, Axelos - 2023
Timeline
Business Improvement Analyst
Vocus
08.2022 - Current
Customer Experience Manager
Pearson
07.2019 - 07.2022
Service Delivery Analyst
Pearson
09.2017 - 07.2019
Master of Science - Chemical Engineering
National University of Singapore
Bachelor of Technology - Chemical Engineering
Anna University
CX Strategy And Design
RMIT Online
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