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 rate.• 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 expansion of loyalty program.• Data Visualisation and Communication: Created visualisation portfolio (Tableau, Power BI) exploring retail food consumption trends in Australia to inform major supermarkets such as Coles, Woolworths and Aldi on popularity of food groups, changing consumer preference towards online purchasing and home delivery, and check feasibility to implement in current labour cost and availability circumstances.• Data and Ethics: Executed a Privacy Impact Assessment (PIA) for an Australian bank implementing collateral management system (CMS). Identified project’s ethical and regulatory impacts and provided risk mitigation strategies.Key Achievement:• High Distinction: Achieved high scores across all courses and academic projects undertaken.

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 enquiries.• 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. • Leveraged data analysis from advertisement performance reporting and market trends to drive negotiation strategies balancing stakeholder satisfaction and business commerciality.• Negotiated with internal and external stakeholders to resolve disputes in a mutually agreeable manner.Key Achievements:• 2016 Most Valuable Person Award: Recognised for consistently excelling in handling challenging cases and going above and beyond to ensure stakeholders received the right resolutions.• 2017 CEO High Achiever Award: Acknowledged for consistently providing efficient and effective solutions to accounts impacted by omission of advertising products, demonstrating dedication to excellence and client satisfaction.

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.• Participated in Agile-based daily standups to present project summary reports and discuss defect status.• Organised and documented knowledge sharing sessions with new staff for knowledge transfer and succession plans.• Conducted workshops with Xcel Energy business teams to identify areas where service virtualization could benefit.

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.• Led effort estimation workshops within project team of 85 members for project change requests.• Designed a utility to automate creation of resource utilization reports using Automation Anywhere, removing manual effort of 1 hour per team per day.• Developed a test simulator utility to speed up testing of any interfaces dependent on third-party applications, increasing test efficiency by removing dependency delays for projects.• Applied Kaizen and Lean Six Sigma principles on the Scotia Gas Networks project to achieve ~$45,000 reduction in costs.• Delivered training and mentorship to new team members.Key Achievements:• 2013 Spark Award: Recognised for proactive implementation of automation to expedite laborious data computations.• 2013 Orion Award: Acknowledged for demonstrating high confidence and commitment to assigned work.• 2014 Deep Skill Adder Award: Awarded for upskilling with new service virtualisation skills.

Master Of Analytics, 88/100

Bachelor’S Degree, Information Technology