Karthik Palakurthy Email & Phone Number

Cardiff, Gb

United Kingdom

United Kingdom

Goal: Introduction of Call routing system to reduce the customer wait time and improve process efficiency.- Represented as a Business Analyst for the renowned banking group to introduce call diversion feature based on the customer requirements with an active user base of 30 Million customers.- Designed and mapped the process flow diagrams and swim lanes to represent the current flow and the dependencies.- Developed As-Is and To-Be processes to demonstrate the changes made to the process flows and created BPMN and UML diagrams with an aim to decrease the user journey by 15%.- Conducted meetings and brainstorming sessions with frontline and the UI/UX team to understand UI requirements, and developed wireframes using Figma to visualize new tools UI. - Conducted UAT by developing some test cases and validated the implemented solution meets the requirements and visualized the collected data as reports and dashboards using Power BI. - Introduced a new call routing feature where call waiting time was reduced by 20% (1min), and Average Call handling time reduced by 15% and an increase in customer satisfaction by 19%.Skills: UML 2.0, Process flow, JIRA and Azure DevOps, Balsamiq, SQL, Figma, GCP and AWS cloud.

India

Goal: Introduction of new Process Improvements to improve the efficiency of the Project.- Acted as a Process Improvement Business Analyst to improve the revenue generated by optimising the process workflow.- Represented as a Subject Matter Expert to the domain, and worked on sandbox environments to identify potential gaps in the process.- Participated in scrum ceremonies and ensured the WIP is updated to the team daily.- Drafted As-Is and To-Be flowcharts to represent the new process flows and changes to be introduced to improve the process efficiency.- Worked with the clients with revenue portfolios over $3 Million USD and generated an additional revenue of 12% with the new process improvements.- Improved the customer journey by 20% by optimising the review process omitting any additional hurdles which can delay the journey. Achieved a 25% reduction of review time.- Conducted Weekly, Monthly, Quarterly and Yearly review meetings with the clients and stakeholders.- Wrote SQL code to transform the data and used Tableau to visualise the data and gain insights to make data-driven decisions.- Coached and mentored new team members and stepped in as a SME to ensure no discrepancies.- Presented new product ideas with the team demonstrating leadership values.

Master'S Degree, Business Administration And Management, General, 2:1

Project: To solve the Organisation challenges and Improving the revenue. Challenges faced by Organisation: Employment, High Employee.

Bachelor Of Technology (B.Tech.), Mechanical Engineering, First Class