DEVESH MISHRAContact No.: +91 8826976387E-Mail: deveshmishra2006@gmail.com Location Preference: Delhi / NCR

MANAGEMENT PROFESSIONALAnalytical professional with competencies in all phases of Business Analysis including Requirement

Gathering, Delivery Management, & Stakeholder ManagementTargeting Assignments in Business Analysis & Marketing

P R O F I L E S N A P S H O T

A technocrat with over 10 years of experience in:Business Analysis Requirement Gathering Documentation Business Support Stakeholder Management Maintenance/Troubleshooting Delivery Management Functional Consulting Technical Support

Skilled in mapping clients’ business requirements and translating these requirements into functional specifications, custom designing solutions (process / product) by following standard guidelines

Proven success in steering end-to-end project management activities encompassing planning, design, resource administration, estimation, scoping, risk management, contingency planning, business analysis and delivery

Proficient in managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues and ensuring minimum TAT

Expertise in identifying opportunities for improving business processes through information systems and/or non-system driver changes; assisting in the preparation of proposals to develop new systems and/or operational changes

A keen communicator with honed interpersonal, problem solving and analytical skills

O R G A N I Z A T I O N A L E X P E R I E N C E

American Express India, Gurgaon Sep’ 08 – Sep’ 14Lead Business Analyst – Credit Letters Automation Support System (Global Credit Administration)

Key Result Areas: Identified business needs, its strategic direction and required initiatives to allow business to meet the strategic

goals/ objectives Coordinated with stakeholders in new customer letters creation for various strategic markets (UK, Latin

America, Europe) Conducted daily audits of the failed or rejected letters sent by the various departments; informed managers of the

respective reject items and setting expectations to correct errors within defined time limit Assisted teams to deliver on Critical Quality Parameters through periodic coaching Generated monthly, weekly & daily report through in-depth analysis and producing actionable information Provided regular support and business insights to global business intelligence team using various analytical tools Performed level 1 and 2 analysis of issues to check and, raised it to other groups including Back-end Tech teams to

provide a solution Maintained a smooth flow of work among key departments and resolved interdepartmental conflicts Identified a business unit’s mission & strategic direction, ability to formulate and implement tactical initiatives as

well as strategic advices to partners for achieving corporate strategic goals Consistently tracked business development opportunities against the corporate plan and effectuated strategies for

increasing efficiency and enhanced value of the platform for clients

Highlights:

Earned Employee of the Quarter Q1, Q2 2014, Employee of the Quarter, Ambassador of the Quarter, Top of the stack Awards for managing & delivering critical and regulatory projects such as New product development for JAPA and other regions.

Automation of business process resulting in cost savings of over $1 million. Collating, synthesizing and analysing diverse information gained from various sources and providing analytical

solutions by applying management principles Evaluated the existing Manual Credit Bureau Unit (CBU) information management system and updated

knowledge gaps by preparing the Automation guide for stakeholders Provided extremely useful strategic inputs including Business Process Mapping using SIPOC models; these

were later recognized and appreciated by the management Consistently monitored the progress of current assignments including continuous interactions with the client,

thereby resulting in improvement in business in terms of process efficiency, time to reach the customer, reduced litigation risk.

Assisted Technology (a support function) in reducing lead time in ticket opening to closing; took some proven steps as Technical Spoc to reduce the SLA TAT from 3-5 business days to 24 hours and ensured smooth operations with increased productivity

Proposed and handled Installation of 200 new computers to support operations’ expansion to improve process efficiency. Managed project costing over 1.5 Cr.

Selected for 1 month training at Phoenix for process tool ‘Thunder Head’ in 2013

P R E V I O U S E X P E R I E N C E

Feb’ 06 – Dec’ 07 with HCL Technologies BPO Services, Noida as Sr. Technical Support Officer

Highlights: Won the ‘Employee of the Quarter ’ award twice in 2006 for process improvements by streamlining workflow Solved complex issues such as reduced longer TAT (3-4 business days) in resolving customer technical issues by

setting up another sub team to work on priority cases remotely and if required replacing the components. Reduced TAT 24 to 48 Hrs.

Dec’ 03 – Feb’ 06 with Atlogix Software Solutions, Location as Help Desk Executive

Highlights: Credited for being the first in the team to be promoted to next level from Technical Support Advisor (T.S.A.) to

Sr. Technical Support Advisor (Sr. T.S.A.) in 2005 Provided L-1 Level IT assistance to the VAA (Virgin Atlantic Airways) staff; raised tickets on priority basis and

got onsite technician, if need be

A C A D E M I C D E T A I L S

Pursuing MBA in Marketing and Finance from IIPM, Delhi Executive General Management from IIM, Lucknow in 2012 Bachelor of Science from D.B.S. College, Kanpur University in 2003

Other Courses: Diploma in Software Engineering from Aptech Computers Pvt. Ltd., Kanpur in 2003 ‘O’ Level Certification course from DOEACC, Kanpur in 2002

T R A I N I N G S

Attended trainings programme on:o ‘Conflict Management’ at American Express in 2012 for 10 Hrso ‘Time Management’ at American Express in 2012 for 5 Hrso ‘The Art of Group Discussion’ at American Express in 2012 for 10 Hrso ‘The Fundamentals of Customer Satisfaction’ at HCL Technologies in 2006 for 10 Hrs

Successfully conducted following training programmes for Team Members & Leadership Team on:o ‘Emotional Intelligence’ at American Express for 5 Hrso ‘Group Behaviour’ at American Express for 5 Hrso ‘Creating Teams’ at American Express for 5 Hrs

P E R S O N A L D E T A I L S

Date of Birth: 4th June 1983Languages Known: English & HindiResidential Address: C/o Haji Fajruh, House No. – 401, Flat No. – 101, Chattarpur Extension, Delhi – 110074 Valid Passport: Yes Passport # Z2631052LinkedIn Profile: https://in.linkedin.com/in/devesh-mishra-90b58838Personal Blogs: www.bloggersfun.wordpress.com