Shuchi Kumar is a PMP certified Business Analyst and Program Manager with over 20 years of experience in the information technology field. She has a proven track record of providing solutions to reduce costs and remove bottlenecks through initiatives like digital transformation programs and integration/consolidation programs. Her skills include business analysis, project/program management, requirements management, and agile methodologies.

1. Shuchi Kumar, Business Analyst/ Program Manager, PMP certified
Regina, Canada | Phone 3064504699| Email shuchikumar@yahoo.com
www.linkedin.com/in/shuchi-kumar-pmp-b193606
Executive Summary : A proficient Business Analyst and Program Manager with over 20 years of
international experience in Information Technology supporting business objective and aligning it with
overall company goal. Trained in Business Administration and Computer Science. Proven track record of
providing out of the box solutions to reduce cost and remove bottlenecks. Championed the rollout of
Agile, conducted Kanban sessions and transitioned projects from Waterfall to Agile methodology.
Worked on very high budget and high visibility programs, collaborating with SMEs, Architects, Product
Owners, Customers and Third Party Vendors, conducting brainstorming sessions to capture the
requirements and reconcile conflicting requirements, analyze the user needs, gap analysis, identifying
pain points presenting solution reviews that led to providing solid foundation to the program. Also
worked on Project Charters, Lean Estimates and Business case with Product Owners.
Experience : Consolidation and integration of processes and applications, Cost reduction, Digitize
Customer Experience, New product launch,Org change from Waterfall to Agile, implementing ITSM
Incident Management, Architectural roadmaps, Prioritizing, Mentoring and coaching, Sales pitch and
response to RFPs, Internal Audits, Lean estimations or ROMs.
Key Skills : Business Analysis, Project Management, Stakeholder Management, Risk assessment,
Planning, Scheduling, Innovation, budgeting, reporting, Requirements Management, Excellent written
and verbal communication skill, negotiation and conflict resolution, Agility and Flexibility to multitask
and work under pressure.
Tools : CAAC (Rally), Visio (UML), MS Project, SharePoint, Clarity, MS Office, Caliber
(Requirements Management), Splunk (reporting)
Certifications and Trainings
 PMP certified professional PMP@ 1662495
 ITIL v3 and ITSM certified
 eTOM Certified
 CBAP Training, October 2017, Bangalore, India
 2 day Product Owner training, March 2015, Monroe, LA, USA
 2 day Scrum Essentials training, March 2015, Monroe, LA, USA
Employment/ Consulting History (last 18 years):
 Sr lead Systems Engineer, Centurylink India, June-17’ to June-18’
 Project Coordinator, Centurylink USA, Sep-14’ to May-18’
 Project Lead/Sr lead Systems Engineer, Centurylink India, June-10’ to Aug-14’
 Solution Designer/Project Lead, TechMahindra India/UK, June 2000 to May 2010.

2. Experience as Business Analyst
Centurylink Inc
Digital First and Mobile First initiatives
I was part of multiple initiatives to transform customer experience.
 Interfaced with stakeholders to gather and document business requirements, refine and define
concise testable system requirements that met customer expectations and prioritized them.
 Performed functional decomposition of high-level information, and do a scope modeling.
 Populated, maintained and refined program backlog with client groups.
 Organized and drove the PI release planning in which I presented project scope of
requirements, did Feature walkthroughs and User Story dependencies which enabled the
various scrum teams to estimate, prioritize and assign to development iterations for
implementation.
Mobile App – I was the owner of the requirements management lifecycle of this project in which
Where’s My Tech functionality was introduced in the company mobile app that led to an increase in
the mobile app adaptation by 10% thereby reducing customer calls to call centers.
Digital Dialogue – I drove the requirements cutting across Ordering, Billing, IVR, Repair and Dispatch
stack with Vendors, offshore teams, Architects and SMEs for this program, that implemented proactive
status communications like New Order, Bill, Ticket, Appointment Schedule and Outage Notifications
to the Customer via email or SMS thereby increasing customer satisfaction.
Cost Reduction Initiative
The Consumer and Small Bus Repair Center handles whopping 1.1 M/month customer calls, each call
averaging at 17 min which translates to 155M minutes/year.
 Developed several initiatives to reduce this call handling time by working with architects and
stakeholders to analyze system data, identify issues and gaps in process and recommended
process improvements.
 Offered alternative solutions for short-term vs. long-term for purpose of meeting business
needs in a given timeframe and cost vs benefit analysis to make an informed decision.
 Created flow diagrams, cross functional diagrams, Use Case and project-level requirements.
 Conducted SWOT analysis to evaluate the various solutions proposed with the stakeholders.
 Researched on best practices and proposed solutions by providing UI wireframes mockups to
increase productivity and reduce costs.
Smart Desktop – Highest volume of calls at 14% (10% of total minutes) from customers were related
to status like outage, pending order etc. I worked with Architects and Business to introduce tier 0.5
agents in the process to use Smart Desktop application that would capture the details of IVR flow and
deflect all status calls away from tier 1.5 by correct call routing. This operational effectiveness allowed
Agent to close a customer call under 7 min.
Customer Experience POP – Created and owned program vision and roadmap that became the
foundation of “One glance IVR summation of customer issue” pop up made available to Call Center
Agent that gave an immediate benefit realization of $250,000 and per month $14000 by reducing the
call handling time. Did the due diligence with application teams to get the best software fit.
Next Best Action – I hosted brainstorming sessions, user interviews, with the business clients to gather
the data and create process model that led to creating the business rules that were used to create the
intuitive and business driven flow designs to evaluate customer’s issue allowing the Agent to close the
call faster thus reducing average call handling time by 15%.
Integration and Consolidation Programs

3. With many acquisitions, it was required to redefine the customer experience by embodying a “One
CenturyLink” mindset that would
•Consolidate and reduce applications
•Improve Operational efficiencies
•Single application platform leading to ease of training
•Ease and Speed to integrate
•Adaptability to change in market or business needs
I did three main programs under this initiative and developed an E2E comprehensive solution
design at program and multi-application level that met the business objectives.
 Did impact analysis and documented user requirements for the business process that would
align with the consolidated apps.
 Managed the change in project scope, schedule and cost and communicated throughout the
lifecycle
 Worked with third party vendors to provide concise requirements and manage any
dependencies, did the traceability Matrix and communicated to the business clients and teams.
 Worked with business process team and provided technical writers to create and revise the end
user training strategy and education material for call center agents.
Repair Domain - Post the merger of legacy Qwest and CenturyLink saw the emergence of a
common platform for repair call handling. I worked with IVR and Desktop Repair SMEs and Repair
onshore/offshore teams on this $12.5M budget program to successfully deliver a 3rd generation
repair suite of applications.
Ticket Consolidation – I visited many call centers to capture the process and conducted
brainstorming session with SMEs, Architects and teams to propose a consolation map for ticketing
domain and lead the implementation that got monthly benefit of $305,000
Dispatch Integration - The end goal for this $15M program was to migrate all field technicians to
Click app and the new Dispatch Services can retire the Ericson WFA-DI, WFA-DO and SS9 apps. I
analyzed AS-IS process and mapped to TO-BE process to ensure project met with the objectives and
influenced the business stakeholders to absorb this huge change.
Experience as Program/project Manager
NewLaunch - I managed below programs for Service Assurance domain including IVR,Repair,
Ticketing, Dispatch, Field Tech App, ensuring resource availability and allocation. I worked out a
detailed project plan to track progress and change management in project scope, schedule and cost.
Measure project performance and report and escalate to management as needed.
Green Field GPON- Introduce 1GH S I speeds in Greenfield area targeting high profile customers.
GFast - A new technology providing 1Gig speeds over existing house cable. I managed this project
within budget to ensure that new revenue of over $2.5M was generated at reduced capital cost and
expense cost
Migration - POTS Flow - POTS repair troubleshooting and ticketing flows had to be migrated from
legacy application to strategic application.
 Achieved success in this project by collaborating with the clients and teams to prioritize the
226 flows and developing a plan for a phased approached.
 Adopted measures to minimize risk by creating an extensive risk management plan to
identify and mitigate issues arising due to complexity, test resources,test environment and
test data.

4.  Worked with the client to prepare UAT planning document and coordinate the UAT
activities and facilitate the demos from the teams.
Quick Wins – I planned, directed and managed many quick wins programs for aligning products or
processes to company strategy as well as cost reduction.
 Headed the Lean estimation effort, worked with Business Owner on business case
presentation that resulted in program approvals and funding.
 Collaborated with several teams to achieve the program goal within scope and budget.
 Defined corrective actions to maintain the program objective.
 Conducted several Change control Board sessions to keep the program within budget.
 Worked to provide strategic leadership on these programs.
 Scheduled and facilitated PI planning activities and events.
 Hosted weekly Scrum of Scrums to provide visibility into progress towards milestones,
impediments, risks and dependencies and track teams progress in form of work completed
and cost incurred for the work done.
Certificate testing of NetworkServices2020 to retain contract – I planned, scheduled and budgeted
the ticketing domain platform to satisfy each of the certification scenarios defined within the GSA
EIS RFP and any enhancements needed to ensure that we are ready operationally to take tickets that
led to significant revenue realization (min $75M) with immediate ROI.
Duplicate dispatches - Lead multiple application teams in IVR,Repair, Ticketing and Dispatch
domains to successfully deliver the project that reduced nonproductive duplicate technician
dispatches to customer premise that cut ~13,000 non-productive per year and provide better customer
experience where each dispatched truck roll out would cost about $155 to the company.
Professional Associations and Community Volunteering
 (Current) Member of Agile Regina group
 (2014-2017)Member of North Louisiana Monroe PMI Chapter
 (2017) Introduced Agile Methodology to Computer Science students at ULM, Monroe LA
 (2016) Introduced PMI to Accounting and IT majors in Grambling State University, LA
 (2015 – 2017) Hosted and collaborated events for Pacific Asian American Network (PAAN), an
employee resource group at Centurylink, Monroe, Louisiana.
 (2015-2017) Was actively involved in Food Bank, Monroe, Louisiana
 (2016) Volunteered at Kiroli Park, West Monroe, LA, USA to help in building a separate
children’s play park.
Education
Program/Course Institution Year
Post Bachelor Certificate in Business
Management Program
XLRI Management Institute – Jamshedpur, India 2010
Post Bachelor Diploma in Computer
Science and Applications
S.N.D.T University Mumbai, India 1997
Bachelor of Science Mumbai University, India 1996