Implementation of Big Data Analytics on Voice of Customers – Worked with Teradata to link customer feedback with CRM data, customer profile and network events for insightsDeveloped a comprehensive dashboard to provide the holistic view of customer experience to the entire management team. 56 operational KPIs across 7 business units with perception related KPIs are aggregated to derive single customer experience index.Development of centralized Customer Experience Index for CEO of STC (Quantitative and Qualitative KPIs) using clear graphical displayDevelopment of centralized Customer Experience Index for CEO of STC (Quantitative and Qualitative KPIs) using clear graphical displayAnalyzing customer feedback from surveys for actionable insights and Closing the feedback look with concerned team, to provide apt customer resolution.Implementation of transactional CSAT/NPS – Worked with Sales and Customer Care to implement transactional CSAT, NPS and Customer Effort Score at all channels (Contact Centre, Web Chat, Self-Care, Kiosks, and Sales Points).Analyzing customer feedback from surveys for actionable insights and Closing the feedback look with concerned team, to provide apt customer resolution.Predictive Analysis to identify the perceived experience by the customer at individual level using regression techniques

Business Intelligence & DWH rollout for Retail business unitIdentified BI critical areas and introduced and recommended, procedural and technical improvements to drive standardization and integration, for ongoing and future success

Conducting requirement gathering sessions with various Business verticals in Vodafone Qatar. Creating documents like Business requirement specification (BRS), System requirement specification (SRS). Providing Requirement understanding to Solution & Enterprise Architects. Providing understanding of scope of requirements to various vendors involved in Development of solution Responsible for getting the sign-offs from various business verticals on requirements. Conducting understanding sessions with all the stake holders (Business to vendors)ProjectsWorked as a Business Analyst for Vodafone Qatarin MPESA ProjectCustomers register for the service at an authorised agent, often this is a small mobile phone store or retailer, and then deposit cash in exchange for electronic money which they can send to their family or friends. Once they have registered all transactions are completed securely by entering a PIN number and both parties receive an SMS confirming the amount that has been transferred. The recipient, who does not have to use the same network, receives the electronic money in real-time and then redeems it for cash by visiting another agentContributed in  Drafted integration document for VMT application Identified the end user requirements in BRS and SRS Conducted numerous workshops with stakeholders Mitigated the difference of system understanding Worked in design/architect team for providing insights of product Drafted future road map plan for the application Created requirement traceability matrix for all related use cases Created data flow diagrams for complete application Contributed in Solution Architecture of VMT Mpesa

Implementation of DWH system at newly launched operator in IndiaETL, Data Cleansing, Data Mining, Building BI layerBusiness Process understanding of legacy reporting systems.Identification of major bottle necks, issues in the BI/Reporting systemAnalyze and map the Source System and Data into a Field Mapping DocumentBusiness Acceptance Testing (BAT)

For Fasttelco Kuwait(Migration of Billing System Platform)Worked as a Billing System Migration Expert: Understanding legacy billing system and Map the utilities and data binaries with OBRM  Data Migration from Legacy System to Oracle-BRM for Accounts Opening Balances CDR and Billing Invoices, Scratch Card (Prepaid cards). Development of data sanity checks scripts & configuring of database parameters. Creation of Post migration Test Scripts & integration parameters with other

Generating Ad-hoc and periodic reports for marketing, finance and Revenue assurance verticals of Idea Cellular Managing & enhancing In-house BI application for the organization

Responsible for Landline Billing Operation for BSNLSupport, monitoring and and maintenance of production Oracle ServerEstablish and maintain backup and recovery policy and proceduresProvide technical expertise and best practices for database support, including data load, performance tuning, job scheduling and monitoringProvide recommendations based on data volumes, number of users, logical and physical distribution, response times, retention rules, and security controls.Work with development teams to design tables, efficient queries, and data integration controls