Anika Dheman Email & Phone Number

Melbourne, Victoria, Australia

Sydney, New South Wales, Australia

• Took a break from work to study Master of Analytics from UNSW Business School.Key Projects:
• Predictive Modelling: Built linear regression, logistic regression, and decision tree models for predicting staff attrition within a given case organisation and recommend evidence-based strategies to minimise attrition.
• Financial Modelling: Analysed Blackmores’ historical financial performance and future forecasts to examine its market competitiveness using free cash flow (FCF) model and dividend discount model.
• Quantitative Decision Analytics: Analysed EV vehicles available in Australia and explored several attributes. For this MCDM problem, I applied SMART to make a data-driven decision to select the best EV for purchase.
• Prescriptive Decision Analytics: Utilised Integer Linear Programming Model to determine best serving quantities of vegan food items to maximise daily protein intake for vegans.
• Marketing and Customer Analytics: Analysed customer value and churn rate within a case loyalty program. Then, PAM Cluster Analysis segmented customer data into meaningful clusters and made targeted recommendations for.

Melbourne, Victoria, Australia

• Conducted complex data investigations for high-value customer accounts ($50,000 to $500,000 annual spend), covering CRM systems, contracts, billing history & voice recordings, leading to prompt, equitable resolution of.
• Developed data-based system to discover and predict potential for customer grievance proactively, uncovering accounts with non-ACCC compliance or with incorrect billing applied, which helped prevent future claims.
• Settled legal claims on 170 business accounts, including 15 accounts claiming loss of business, saving revenue for Sensis.
• Handled escalated legal matters from regulatory bodies (ACCC, Telecom Ombudsman, SBFE Ombudsman, NSW Fair Trading, Small Business Commission) and third-party lawyers for compliance and favourable business outcomes.
• Liaised across departments and external stakeholders (in-house legal team, third-party collection agency, sales, billing & credit management) through collaborative workshops for data gathering and assessment.
• Pioneered effective investigative procedures and reports for intricate claims, spanning contract disputes, misrepresentation and billing errors.

• Deployed to Client: Xcel Energy, USA
• Gathered and translated business requirements for IT systems in the Energy sector, into detailed technical specifications.
• Prepared test scenarios and test cases to cover all business requirements for thorough testing.
• Performed software testing at system, integration and user acceptance levels.
• Ran defect management workshops with peer testers, developers, business analysts, project managers and other business stakeholders for defect triage, follow-up and timely resolution.
• Created project summary reports for senior management showing test execution and defect resolution progress.

• Deployed to Clients: NStar, USA and Scotia Gas Networks, UK.
• Developed and maintained webMethods application code for 27 production interfaces for NStar and 52 interfaces for Scotia Gas Networks.
• Performed functional, system integration and user acceptance testing across all 79 interfaces.
• Provided post-production operational support for interfaces during business and off-business hours.
• Monitored middleware and connected information systems to allow smooth business flow for NStar’s operations.
• Created Functional Specifications, Technical Specifications and Test Case Plans aligned to business requirements.

Master Of Analytics, 88/100

Bachelor’S Degree, Information Technology