Summary
Overview
Work History
Education
Skills
Training and Certifications
Profession Relevant Skills
Languages
Hobbies and Interests
Timeline
Generic

Sanjay Sharma

Adelaide

Summary

Seasoned Business Analyst offering 7 years of Energy and Telco industry success. Expert in project management and communication, I excel in transforming business requirements into actionable strategies. Accomplished at leveraging past lessons to inform future decision-making.

Overview

21
21
years of professional experience

Work History

Business Analyst

AGL Energy
01.2020 - Current
  • Collaborated with cross-functional teams in process mapping and optimization, reducing operational expenses and enhancing overall customer satisfaction.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Ongoing analysis of current operational expenses data and metrics to identify improvement opportunities.
  • Clearly and comprehensively demonstrated benefits of continuous improvement initiative as a function of return on investment and present at Senior Leadership forums for funding approval.
  • Managed documents relating to business rules, requirement specifications, call centre processes and functional requirements.
  • Advised a team of management personnel on improving operational and business techniques.

Quality Assessor

AGL Energy
12.2017 - 01.2020
  • Evaluated adherence, efficiency and effectiveness of practices and policies and reported them .
  • Conducted root cause analysis of customer escalations and First Call Resolution failures.
  • Monitored, analyzed, reviewed action plans on key performance indicators.
  • Published reports and key statistics to stakeholders.
  • Identified needs and developed content while evaluating existing programs.

Customer Solutions Representative

AGL Energy
09.2016 - 11.2017
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Conducted financial assessment and made payment arrangements for customers experiencing financial hardship.
  • Liaised with external and internal business partners for further investigation and issue resolution.
  • Identified opportunities to cross sell second fuel, add new properties.
  • Met and exceeded all KPIs within the framework of Sell it, Own it and Collect it.

Inbound Customer Retention and Sales Agent

TSA Telco Group
11.2015 - 09.2016
  • Developed strong relationships with clients through excellent customer service and followups.
  • Assisted call-in customers with questions and orders.
  • Increased sales and customer satisfaction through personalized servicing.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.

Operations Manager, Customer Experience

Wipro Technologies
01.2003 - 08.2015
  • Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
  • Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
  • Established effective communication channels, fostering strong relationships between team members and departments.
  • Streamlined operations processes for increased efficiency and enhanced customer experiences.
  • Mentored team members in developing their skills and advancing their careers within the organization.
  • Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
  • Enhanced employee engagement through the development of performance management systems and recognition programs.
  • Implemented data-driven strategies for continuous improvement in customer experience metrics.
  • Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
  • Developed and managed budgets, effectively reducing operational costs while maintaining quality service.
  • Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
  • Supervised daily operations to maximize revenue, customer satisfaction, and employee productivity.

Education

Post Graduate Diploma in Business Administration - Finance

Symbiosis Institute of Business Management
India

Bachelor of Commerce - Financial Accounting, Audit And Taxation

Goa University
India

Skills

  • Data analysis
  • Process improvement
  • Requirements gathering
  • Business process modeling
  • SQL and data management
  • Project management
  • Six Sigma Green Belt and Lean
  • Agile methodologies
  • Time management
  • Communication

Training and Certifications

  • Six Sigma Green Belt and Lean Training
  • Mid Level Leadership Development Program
  • Agile

Profession Relevant Skills

  • Effective at evaluating system performance, finding indicators and discovering how changes in operations will improve results and meet goals.
  • Excellent at assessing the performance of organizations and individuals to take corrective action or make improvements.
  • Strong ability to motivate, direct and develop personnel.
  • Solid experience in management analysis and all aspects of business practices giving me deep knowledge about what helps operations improve in efficiency.

Languages

English
Native or Bilingual
Hindi
Native or Bilingual

Hobbies and Interests

I am learning to play the piano and enjoy hiking, camping and being outdoors.

Timeline

Business Analyst

AGL Energy
01.2020 - Current

Quality Assessor

AGL Energy
12.2017 - 01.2020

Customer Solutions Representative

AGL Energy
09.2016 - 11.2017

Inbound Customer Retention and Sales Agent

TSA Telco Group
11.2015 - 09.2016

Operations Manager, Customer Experience

Wipro Technologies
01.2003 - 08.2015

Post Graduate Diploma in Business Administration - Finance

Symbiosis Institute of Business Management

Bachelor of Commerce - Financial Accounting, Audit And Taxation

Goa University

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Sanjay Sharma