Sheetal Bathla Email & Phone Number

Gurugram, Haryana, India

Noida, Uttar Pradesh, India

• Collaborate closely with Product Owner to uncover and define requirements aligned with business goals, particularly in the Automobiles, Manufacturing, HVAC, and Agriculture industries.• Identify and articulate the true problems faced by clients in areas such as Warranty Claims Management, CPQ, Service Contract Claims, and Mobile Application Development.• Ensure clarity of requirements for all stakeholders & vendors, documenting them as Functional/Non-Functional in Business Requirement & Solution Documents (BRSD).• Actively participate in requirements reviews & gap analysis, ensuring comprehensive documentation & resolution• Function as a Product Manager, engaging with Business Users, Project Managers, & other stakeholders to gather & elicit requirements, culminating in the creation of Product Requirements Documents (PRD).• Work closely with Senior Management in the development of RFPs (Request for Proposals), Discovery, & Implementation plans.• Employ Agile methodologies, utilizing tools such as JIRA & DevOps, to create Use Cases, Epics, User Stories, & features for respective sprints.• Partner with project teams to evaluate business needs, optimize revenue, recommend features, & provide ongoing support, particularly in New Product Development (NPD) projects.• Establish & maintain project repositories in Confluence, working with project teams on backlog items, & ensuring timely prioritization & closure.• Maintain Traceability Matrix to track requirements throughout development & testing phases.Testing Support & Initiative Management:• Manage initiatives throughout the project lifecycle, including discovery, implementation, & launch.• Stay abreast of industry trends, competitor products, & legal requirements, particularly in the mobile app & Salesforce domains.• Conduct user research & gather feedback to inform product decisions & strategies.

Gurugram, Haryana, India

Supporting the internal teams & functions identify & drive business change & improvements (organizational, system or process improvements) & Responsible for the overall end-to-end performance & communication of Improvement Programs assigned.Articulate business sponsors vision & facilitate definition of business benefits with clear quantitative or qualitative measures by organizing workshops and Hot House sessionsDefine the scope & associated high level requirements by jointly working with business sponsors, users & key stakeholders & taking the sign offs on the Scope Definition/Initiator Document.Working closely with the project team on prioritization of the requirements & obtaining buy-in from stakeholders.Functions as the liaison between the business line, operations, & the technical areas throughout the project life cycle & contributing to Best Practices and Bench-marking activities and act as a facilitator to drive wider adoption of the project practices.Creating Use Cases, User Journey Diagrams, User Stories and helping the project team to develop the solution in the most efficient way.Find innovative and creative ways to deliver value to projects & to create and maintain Knowledge RepositoryInterpret customer business needs and translate them into application and operational requirements through strong analytical and product management skills.Assessed the present Way Of Working (WoW) through gap analysis to highlight the improvement areas to the stakeholders & then driving the improvement projects.Managed & facilitated the system releases & roll outs related to the Projects by performing the UAT’s, ORT’s, Impact Testing, etc. & documenting & communicating to the teams by creating The Way We Work (WWW).Training & Coaching the teams on the new processes implemented & creating the SOP’s (L5 documents) for future reference & maintain Knowledge Repository on SharePoint and in Nimbus.

Gurugram, Haryana, India

Interpret customer business needs & translate them into application & operational requirements through strong analytical & product management skills.Eliciting the requirements using document analysis, requirements workshops, business process descriptions, use cases, scenarios, business analysis, task & workflow analysis, sequence diagrams & process flows.Critically evaluating information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding & distinguish user requests from the underlying true needs.Proactively communicating & collaborating with external & internal customers to analyze information needs & delivering the following documents as needed: {(Functional & Non- Functional Business Requirements Document), BRSD, Initiator Requirements Document, Approach Document, Scope definition document}Supporting the business sponsor & project manager in business case preparation & approval.Successfully worked & delivered wide range of projects like NPD, Regulatory, Security, ISO certifications, End of life,.Reviewing, analyzing, & evaluating current & proposed application enhancements against enterprise business requirements & internal customer needsCoach & mentor other team members & Create & maintain Knowledge Repository.Facilitate requirements engineering & IT Solution Design, Operational Model Design & Deployment Approach.

Gurugram, Haryana, India

Transitioning the processes from Europe & stabilizing the same.Defined & led an order receipting process improvement work stream wherein the 50% of the order entry task was automated, order processing time reduced by 10%, improving the IN orders lead time by 10%.Managed multiple projects related to Automation of some of the task in OE process that saved average 75 hrs. & 31 hrs. respectively in one month for various types of orders working as SMEWorked on cross functional projects related to integration of different systems for creating efficiency within the team and to maintain a high quality of output & ensure completion of tasks to a target of zero errorsWorked on the projects related to Redefining the Value Stream Mapping process to determine the time taken in each step of the work process, & as an output the time taken decreased by 15%Lead ISO 9001:2008 certification for Network Service Operations team Coaching & development of the team members to achieve uniform skill levels, including processes & business understanding, preparation of working instructions (L5 documents) & SOP’sResponsible for getting the orders entered in COLT’s Order Handling System (Workflow tool), on time & with zero error & Quality Checks for the orders entered in the systemInterfacing with peer groups within INDIA & EUROPE Operations & finding innovative & creative ways of creating the process to increase the efficiency by fewer hands off & automation.Monitor & report on performance, performing RCA in case of failures & offer solution to avoid recurrence.Meet team-objectives & KPI targets for both TAT & output-quality, for Order Entry, within Build Centre.Excellent knowledge of Order Entry process & experience working on various Order Handling Tool like OHS, INOHS, OH&P, XNG, & XTRAC

Gurgaon, India

•Played an active role in successfully the services and stabilizing the processes in the KPA region (Karnal, Panipat, Ambala), and have successfully run the operations in Karnal & Gurgaon.•Received CEO Quality Award 2003-04 for providing quality resolutions to the escalated complaints in the committed time.•Responsible for maintaining the customer care dashboards in CRM as per agreed standards.•Responsible for all type of post booking & post installation support to subscriber & managing backend operations for the escalated issues (coming from Mr.Sunil Bharti Mittals & Presidents Office) & ensuring customer delight•Responsible for providing the resolution to the customers within the SLA of 2-3 hrs.•Responsibility for retention activity (Churn Management) as well as interaction with aggravated subscribers & handling customer’s billing queries & problems•Responsibility for maintaining the Complaint Management System within budgeted norms.•Handling a team of Customer Relation Officers (CROs) for the field activities & measuring their performance in context of their set objectives.•Providing valuable inputs on regular basis to the Management in the form of Daily & Monthly MIS apart from regular qualitative analysis on Complaint analysis & Customer Satisfaction apart from regular Root Cause Analysis reports •Coordinating with various departments internally to ensure the quality resolution given to the customer

Master Of Business Administration (Mba), Business, Management, Marketing, And Related Support Services, A

B.Com, Business/Commerce, General, A