Senior Business Analyst
April 2012 — Present
• Experience managing and delivering successful web analytics and site optimization solutions to Fortune 500 companies.
• Improved the sales pipeline for multiple B2B clients across various verticals by implementing Online Chat and Self-Service solutions.
• Analyze data from various sources and provide insightful, actionable analysis across multiple interaction channels including Web, IVR, Mobile, and Chat to help drive business decision-making.
• Work with user groups to gather and analyse end user requirements and translate them into a Solution Design Document.
• Develop functional specifications that design and document desired outcome of system enhancement and development.
• Produce technical specifications to communicate end user requirements in technical terms to analyst programmers and the project team.
• Coordinate User Acceptance Testing to ensure the overall efficiency, functionality and user friendliness of system enhancements and developments.