Consultant, Intern
Microsoft
مجموع سنوات الخبرة :6 years, 3 أشهر
Worked on 'One stop shop' project, aimed at process improvement in contact center
channels (Online, Mobile, Chat, Partner & Field) in Volume Licensing (VLEA), Agreement
Management (AMS) and Query Management (QMS) areas.
Identified redundancies in existing processes through a series of stakeholder interviews,
workshops and surveys
Performed process mapping of As-Is and GAP Analysis to document To-Be strategies
Conducted market research and competitor analysis to benchmark contact center
processes and improve Customer Satisfaction scores (CES, NPS)
Recommended methodologies (7S, Balanced Scorecards, Automated gatekeeping &
Customer segmentation) for enhancing customer experience which are implemented by
Microsoft European Operations center
Product development, Project Planning & Scheduling, Problem
Management, QA testing
Led a team of four analysts through the SDLC process, providing authoritative advice and guidance
on requirements elicitation, definition, testing and deployment
Collaborated with cross-functional teams of Zurich Development centres (ZDC) which are
spread across geographies and ensured all requirements were defined, scheduled and
delivered successfully
Participated in Project bids and assisted management in preparing presentations & dashboards
Supported customers in setting up the project plan, scope considerations, timeline and resource
requirements
Performed incident and problem management activities and followed these issues to conclusion
Executed business critical, high visibility projects in compact deadlines and to agreed acceptance
criteria
Assisted technical architects to control project budgets through process review and
quality improvement
Experienced in Waterfall and Agile Project management methods
Functional specifications, Negotiation, Impact Analysis, Process
Mapping, Test plans & UAT
Supported an extensive portfolio of backend and web applications in areas such as Demand
Deposits, Reports and Home Loans
Acted as liaison between all stakeholders including business and technical teams to achieve
consensus on best solutions
Estimated required capital expenditures, prepared project budgets and scheduled project activities
Elicited and translated business requirements to functional specifications using Usecases
Produced and executed detailed Test Plans including integration, system, performance and User
Acceptance testing
Maintained detailed documentation for various stages in the project lifecycle including test
plans, Implementation documents and Maintenance logs