Results-driven Business Analyst with over a decade of experience in CRM implementation, ChatBot development, and business process optimization.Key achievements:• Reduced CRM implementation costs by 70%, winning The Ground Breaker Award.• Developed award-winning BFSI WhatsApp ChatBot.• Decreased customer complaints by 35% through data-driven solutions.• Boosted client retention by 20% at Economic Research.Proficient in Microsoft Dynamics 365, requirement gathering and business process modeling. Skilled in Agile methodologies, stakeholder management and UAT. Experienced with JIRA and Confluence.Adept at translating complex business needs into effective technical solutions, driving innovation across Customer Service, Sales and Marketing modules. Consistently aligns emerging technologies with organizational goals to enhance efficiency and customer experience.Passionate about leveraging data analysis and technological advancements to fuel continuous improvement and deliver tangible business results.