Saoni Saha
Charlotte,United States
Summary
Operations Research Analyst with 3 + years of demonstrated working history in information technology and financial sector. Skilled in SQL, PL/SQL, Financial Market Research, Data analysis, Contact Center Operations, ServiceNow (SNOW) cloud platform, Pitchbook analytics data platform Software as a Service (SaaS) and Microsoft Suite. Strong hands on experience in generating reports using SQL and Microsoft EXCEL functions such as Pivot table, Pivot graphs, Lookups and Index/Match. Considerable working experience in USAC Lifeline Program, Program Eligibility, National Verifier and National Lifeline Accountability Database (NLAD).
Overview
4
4
years of professional experience
1
1
Certification
Work History
Operation Analyst
Conduent Inc (Client : USAC)
Charlotte, NC
02.2019 - 10.2020
- Review and manages the USAC (Universal Service Administrative Company) Lifeline program applications in the ServiceNow platform submitted via mail or web portal, and follow the defined process and operation strategy to determine the correct eligibility for first-time program enrollment, onetime reverification and also the yearly recertification process.
- Worked with the Service Provider via email-box about the Lifeline Claims System, guided them with system specific questions and referred them to the correct department.
- Prepare standard reports daily using Microsoft EXCEL to track workload, response time and quality of Input. Generate weekly and monthly reports in NICE inContact (CXone) tool mainly reporting Contact form, Reverification and Recertification accuracy.
- Work with the QA team to review different contact center operations (Process workflows, call flows, contact center metrics and CRM Contact Forms), Identify trends, atypical situations, or other issues that may require special consideration and reporting the details to the Project Management. Formulate plans and procedure to improve efficiencies, optimize operations and enhancing customer experience.
- Ensured adherence to federal regulations of Lifeline eligibility program components, including program rules, procedures, and eligibility determinations.
- Gathered information, researches and resolve complex customer specific inquiries and escalations through mail and web correspondence.
Business Analyst Trainee
IT Hinds Consulting
Charlotte, NC
12.2017 - 08.2018
- Created FSD by maintaining proper traceability with the BRD, Dataflow diagrams, Business Process Flow diagrams, UML Activity diagrams and Use Case diagrams for designing an Student registration workflow to support an ITHINDS Project.
- Performed business analysis and documenting the system level use cases to derive the requirements illustrating the functional behavior.
- Create and run queries in Student Registration database (SQL Server database) to perform data analysis for project testing, data validation and at the end of validation export database into spreadsheet for reporting, presentations and Business and IT signoff.
- Created workflow diagrams to clearly demonstrate processes and timelines.
Data Analyst
Netscribes INC (Client: Pitchbook Data Inc)
Kolkata, India
06.2012 - 08.2013
- Participated in requirements meetings and data mapping sessions to understand business needs.
- Researching and Tracking high volumes of data on private companies, profiling the private equity and venture capital backed companies and investor, M&A and institutional investors into the Pitchbook (Software as a Service) SaaS data Platform.
- Used SQL queries to export data into spreadsheet and perform different MS Excel functions (such as Pivot table, Pivot graphs, various LOOKUPs, Index/Match, etc.) on top of the extracted data effectively to create various reports, graphs, charts for Market data research for data analytics.
- Created processes to efficiently gather and extract information from public filing registries and Reviewing of previously researched information to ensure quality.
- Worked closely with other quant data analysts to develop new models and metrics,as well as identify unique data points to support research.
Financial Analyst (MBA Internship)
COAL INDIA Ltd
Kolkata, India
12.2011 - 04.2012
- Involved with the high-performance management team for financial analysis, forecasting, management reporting and budgeting process for different operating
- Compilation of current and past financial data (balance sheet, Income Statement, Expense Statement and Cash Flow Statement) collected from various business departments and performing multidimensional ratio analysis to determine the financial health of the company.
Education
MBA - Finance & IT/Systems
West Bengal University of Technology
Kolkata, India2012
Bachelor Of Technology - Computer Science
West Bengal University of Technology
Kolkata, India2009
Skills
- USAC Lifeline Program, National Verifier, Program Eligibility determination and National Lifeline Accountability Database (NLAD)
- Venture Capital Investment Research, Private Equity Research, Data Analysis, Data Modelling, Data Mining and Data Reporting
- Customer Relationship Management, Contact Center Operations, Financial Statement Analysis and Reporting Requirements Gathering, Business Process Analysis and Documentation, Use Cases, Data Flow and UML Diagrams
- Programming Languages: SQL and PL/SQL
- Microsoft SQL Server and Oracle
- ServiceNow (SNOW) cloud platform, Pitchbook Data Analytics SaaS Platform and NICE inContact (CXone)
- MS Word, MS Excel and Advanced Excel functions, MS Power Point, MS SharePoint, MS Visio, and MS Outlook
Certification
RDBMS concepts with ANSI SQL from IBM Center of Excellence.
Recognition
- Quality Elite Champion, August 2020 from Conduent Inc.
- Quality Elite Contact from Blitz, June 2019 from Conduent Inc.
- Top Performer of the Week, July 2018 from Hanes Brand, Inc.
- Best Employee of the Month, April 2013 from Netscribes Inc.
- Best Project Team of the Quarter, March 2013 from Netscribes Inc.
Timeline
Operation Analyst
Conduent Inc (Client : USAC)
02.2019 - 10.2020
Business Analyst Trainee
IT Hinds Consulting
12.2017 - 08.2018
Data Analyst
Netscribes INC (Client: Pitchbook Data Inc)
06.2012 - 08.2013
Financial Analyst (MBA Internship)
COAL INDIA Ltd
12.2011 - 04.2012
MBA - Finance & IT/Systems
West Bengal University of Technology
Bachelor Of Technology - Computer Science
West Bengal University of Technology
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