Vijayadharshini Alagarswami

• Led requirement-gathering sessions with key stakeholders to capture business needs,
ensuring that every requirement was thoroughly documented and aligned with the project
scope
• Conducted gap analysis to identify discrepancies between existing processes and desired
outcomes, recommending tailored solutions to close these gaps and improve operational
efficiency
• Analyzed and optimized business processes to address inefficiencies, mitigating technological
risks and aligning improvements with long-term organizational goals
• Utilized methodologies like Agile, Scrum, and Waterfall to drive efficient project execution,
ensuring that each phase was completed according to plan
• Implemented process improvements for seamless system integration while managing
projects to meet scope and timelines
• Coordinated system upgrades to ensure smooth transitions and business compliance
• Acted as a key liaison between Operations and IT, ensuring effective cross-functional
communication and alignment on system changes, updates, and enhancements
• Leveraged Power BI to conduct data analysis, providing stakeholders with actionable insights
through detailed reports and dashboards
• Implemented risk management strategies and delivered high-quality solutions that reduced
project delays and ensured timely outcomes
• Led a team of Business Analysts, providing mentorship, guidance, and driving issue
resolution to support continuous process improvement
• Created and maintained comprehensive project documentation, including business
requirements, use cases, process flows, and project plans, ensuring that all records were up
to-date

• Supported business and PM team processes using Agile/Scrum methodologies, managed
expectations, and regularly tracked the roadmap
• Reviewed, analyzed, and evaluated business systems and user needs while documenting
requirements, defining scope and objectives, and aligning systems with overall business
strategies
• Familiar with standard Business Analyst tools such as requirements documents, Power BI,
and matrices
• Follow the development lifecycle steps including requirements formalization, development
testing, UAT coordination with stakeholders, and transition to production, while writing
release notes
• Ensure that products meet or exceed client expectations
• Develop a deep understanding of the business objectives of both internal and external
stakeholders, promoting the product vision and building trust through an accurate and
achievable roadmap
• Incorporate knowledge of business organizations and systems to anticipate change impacts,
ensuring a comprehensive understanding of project effects and engagement strategies
• Create Business Requirement Documents (BRD), functional specifications, flowcharts, root
cause analysis, and other diagnostic documentation
• Manage client relationships by engaging with clients to identify opportunities for deploying
multiple solutions within/across service lines to enhance the value proposition
• Conduct regular customer connections through meetings, visits, and videoconferences, and
participate in Management Review Meetings (MRM) with engagement managers to
understand customers current and future needs and seek feedback for improving delivery
methodologies, timelines, and resource allocation
• Optimize and oversee the digital marketing UX and IT development teams

• Participate in system support user acceptance testing (UAT) activities in CRM
• Analyze and troubleshoot issues identified by clients and customers (B2B and B2C) to resolve
them
• Lead, schedule, and monitor program management activities for all customer-related issues
• Assist customers in navigating products or services, troubleshoot technical problems, and
guide them through the resolution process
• Record customer interactions, transactions, and feedback in the companys CRM system or
database
• Adhere to predefined SLAs for response times and issue resolution, ensuring prompt and
efficient support
• Take ownership of customer issues and ensure they are resolved, even if collaboration with
other teams or departments is required

• Escalating complex technical issues to the appropriate teams, including the CRM team or
higher-level support personnel, for in-depth investigation and resolution
• Offering technical assistance and troubleshooting support to customers or end-users facing
hardware or software issues, diagnosing problems, and identifying effective solutions