Tools: Coffee, Right Touch(Touch commerce), AIMS, Zimbra, Optix( To create Ticket), ARZ(Agent Reward Zone), SQL.

1. RESUME
Tarun Chakravarthi
Email Id: tarunchakrig@rediffmail.com
Mobile: +91-9393930790
Objective
A challenging and stimulating pursuit in a reputed organization, where I can best
utilize my skills and strengths to accomplish the organization’s goals and objectives and
at the same time get an opportunity to expand my own knowledge base.
Summary:
 Good knowledge in gathering requirements.
 Capable of documenting Functional requirements and Business
requirements for clients and Technical team.
 Communicating requirements to Technical team effectively. Capable of
preparing Flow charts in a effective manner.
 Capable of designing screen mock-ups using Wireframe and Prototyping
tools like Axure and Balsamiq.
 Knowledge in preparing Test cases.
 Provide support/status update regarding project to technical team, users and to
Management.
Workshop:
 Undergone workshop and internship at COEPD for Business Analyst from
December 2017– April 2018. Prepared Functional Specification Document.
 Prepared UML diagrams such as Use case diagram, Activity diagram, Sequence
diagram to communicate business requirement.
 Prepared Stakeholder analysis and RACI chart for internal communication.
 Prepared Flow chart diagrams (TO-BE, AS-IS) and Cross functional diagrams in
MS-Visio. Good knowledge on Software development life cycle (SDLC) like
Waterfall, Agile- scrum. Good knowledge on SQL
Project: Electronic Medical Record Website
Role
 Prioritizing & validating requirements based on MOSCOW & FURPS
Technique.
 Designed prototypes in Axure and application pages in Balsamiq.
 Prepared Use case diagram, Activity diagram in MS-Visio.

2.  Documenting use-cases, Business Requirement Document and Functional
Requirement Document.
Experience
Bagged 2.6 years of experience as WFM associate at Tech Mahindra for Verizon process.
My Roles at Tech Mahindra (Verizon):
CTD:- Central Tracking Desk, Act as bridge between client, operations and IT
department. Publishing hourly reports to client and TL’s on floor using SQL and Right
Touch tools. Forecast the flow of the process and manage breaks according to the flow.
Prepare the time schedules for training and development. Maintain records/dump
according to call flow, chart flow and analyze in real time to check if the process meeting
the target. Prepare Macros and maintain data in pivot tables and send data to client in
regular intervals (hourly reports).
MIS:- Management of Information System, Publish the reports to the floor based on
Individual performance of agents , team performance and the Process outputs. Maintain
records according to the individual stack file and publishing the reports to the entire floor.
It will happen in every alternate day.
MOD:- Manager on Duty, Real time monitoring of Queue and Process, Maintaining
SL(Service Level) of process according to client requirement, Publishes Absenteeism
report by comparing the HC(head count) file and the tools to which agents logged in, to
get the appropriate work hours of every agent. Regulates Shrinkage by controlling AHT
(Average Handling Time) and Outbound calls.
 Assistant Technical-Sales support and Networking.
 Address customer issue on chat and call and upsell the products.
 Taking care of all the technical issues and troubleshooting in real time scenario.
 Verizon provides three services such as TV, Internet and Telephone.
 Understanding the issue of the customer and providing right troubleshooting
steps and educating them about the root cause of the issue.
 Understanding the customer requirement and Educating customers about best
products available with Verizon.
 Upsell of the products while providing proper information.
 Worked on Quality parameters like ACT, FTR, NPS, 5SSID,RR and many
more factors.
Worked in areas of Content Enrichment and Digital Marketing with Just Dial Ltd. for six
months.
Responsibilities at Just Dial Ltd. :
 Educating about the various products of Just Dial to the customers.
 Generating Leads and closing the Leads.
 Digital Marketing.
 Filling and filing of various forms of Requirements for the clients who are in
need of Just Dial Ltd and File management.
Qualification

3.  MBA with 6.7 CGPA (Technology Management & HR) from KLUniversity.
 B.Tech Graduation in Electrical And Electronics Engineering with 62.02% from
JNTUK.
Technical Qualification:
Modeling Tools : MS- VISIO 2007
Prototyping Tools :
Axure RP Pro 7.0,
Balsamiq
Documenting Tools :
MS- Office, Power
point.
 Networking.
 Digital marketing(Google adwords)
 Business development
 SQL (Create Table, Add new data into tables, modify data).
 MS.Excel, VLOOK UP, HLOOK UP, Pivot Table, Conditional formatting.
 Macros in Excel.
 JavaScript
Strengths
 Confident & Smart worker
 Readiness to accept challenges.
 Typing & Technical Support
 Ability to adjust myself with the environment.
 Can cope up with adverse situations.
Interests
Music, Movies, Surfing Internet, GD with friends on modern topics, Books and
Che Guevara.
Tools:
Coffee, Right Touch(Touch commerce), AIMS, Zimbra, Optix( To create Ticket),
ARZ(Agent Reward Zone), SQL.
Soft Skills
 Operating Systems (Windows XP,7,8)
 MS Office And MS Excel
 Internet Applications
Trained under Business Analyst Program (Documentation, préparation of MOM,
flow charts for the project, scheduling etc.,)
 Zeal to learn new things.
 Self-Affirmative.

4. I hereby declare that the above furnished information is true and therefore I am
submitting my resume for your kind consideration
(Tarun Chakravarthi)