As a Senior Business Analyst with a strong focus on Customer Experience (CEM) and Customer Relationship Management (CRM), I excel in identifying pain points and creating solutions that drive growth and customer satisfaction. In my role, I have successfully led multiple CX program implementations, centralized reporting, and facilitated requirement gathering sessions with stakeholders. My expertise spans Customer Journey Mapping, VOC Analysis, and Business Process Improvement, leveraging tools such as Salesforce, Medallia, and Power BI. Thriving on driving impactful changes through data-driven insights and strategic initiatives, My goal is to continue driving value through innovative solutions, data-driven decision-making, and a customer-centric approach.Key Skills:- Customer Journey Mapping & VOC Analysis- Business Process Improvement & Project Management- Salesforce CRM (Sales Cloud, Service Cloud) & Medallia Experience Cloud- Data Analysis & Visualization (Power BI, Excel)- Full-Stack Development (VueJS, NodeJS, Databases)With a Master's in Computer Applications and a Bachelor's in Information Technology, complemented by certifications in Medallia and business analytics, I bring a robust educational background to my professional endeavors. I thrive in collaborative, Agile environments and excel at translating business requirements into user stories that drive project success from conception to completion. I am passionate about leveraging technology to enhance customer experiences and streamline business processes.