SHIVANI KOTME
Jr Business Analyst
Milton Keynes,Buckinghamshire
Summary
Aspiring Business Analyst with strong experience in operations, financial services, consultancy projects, and client-facing roles across UK and India markets. Proven ability to analyze business processes, gather and translate requirements, engage stakeholders, and support data-driven decision-making. Currently pursuing ECBA (IIBA) certification, with up-to-date knowledge of BABOK, requirements elicitation, process modelling, and business analysis planning. Brings a strong analytical mindset, excellent communication skills, and hands-on experience working with CRM systems, operational data, and cross-functional teams to deliver measurable business improvements.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Freelance Business & Career Counsellor
Self-Employed
Milton Keynes
2025.07 - 2026.03
- Elicited client requirements through structured consultations and psychometric assessments (RIASEC, Gardner, McKenzie), translating qualitative inputs into actionable insights and recommendations.
- Analyzed assessment data and created structured reports, trackers, and progress dashboards to support informed decision-making.
- Acted as trusted advisor, bridging client needs with tailored career and business strategies, similar to stakeholder requirement translation.
- Designed and maintained simple process flows for client engagement, follow-ups, and outcome tracking.
- BA Impact: Improved clarity of client requirements, ensured traceability from assessment data to final recommendations, and achieved 100% positive client feedback.
Financial Adviser
Santander
Sheffield
2023.01 - 2024.08
- Analyzed customer financial data, case histories, and system inputs across Salesforce, NEOCRM, OS9, and RPA tools to identify suitable resolutions.
- Gathered and validated customer requirements through structured questioning, particularly for vulnerable customers, ensuring consent-led and compliant outcomes.
- Collaborated with internal teams and external stakeholders (PayPlan, StepChange, CAB) to resolve cases within defined SLAs.
- Identified process inefficiencies and contributed to improvements that reduced case resolution time by 15%.
- BA Impact: Delivered data-backed recommendations, supported process improvement initiatives, maintained 95%+ accuracy, and achieved NPS 10/10.
International Consultancy Project – ELAROS
Sheffield Hallam University
Sheffield
2022.05 - 2022.07
- Conducted business and market analysis for UK–India joint venture focused on Long COVID management application.
- Applied PESTLE and SWOT frameworks to identify risks, opportunities, and regulatory considerations.
- Performed stakeholder mapping and operational feasibility analysis to support strategic decision-making.
- Documented findings and presented recommendations to academic and business stakeholders.
- BA Impact: Delivered structured analysis and clear recommendations supporting cross-market business strategy.
Business Development & Operations Analyst (Freelance)
432 Restaurant
Nashik
2021.01 - 2021.08
- Analyzed business operations and customer engagement processes to identify growth opportunities and efficiency improvements.
- Gathered and analyzed customer and sales data to support business development decisions, including menu optimization, pricing, and promotional strategies.
- Worked closely with business owners and operational staff to translate business needs into actionable improvement initiatives.
- Tracked performance metrics and provided insights to support strategic planning and capacity utilization.
- BA Impact: Supported business growth and process optimization initiatives, contributing to 40%+ revenue increase and sustained full-capacity operations.
Operations Associate – Travel Management
WNS (Kiwi.com)
Nashik
2020.07 - 2020.09
- Managed high-volume operational data (500+ orders/day) ensuring accuracy, compliance, and timely delivery.
- Coordinated with internal teams, airline partners, and customers to resolve complex booking issues and process exceptions.
- Used PeopleSoft and automation tools to improve workflow efficiency and meet operational KPIs.
- BA Impact: Strengthened process reliability, stakeholder coordination, and operational performance.
Customer Advisor
Tech Mahindra (Three UK)
Pune
2019.07 - 2019.10
- Gathered and analyzed customer issues related to network, billing, and account services, ensuring accurate requirement capture.
- Communicated policy and solution options clearly, supporting customer decision-making.
- Maintained strict quality and compliance standards while managing high interaction volumes.
- BA Impact: Achieved 95%+ customer satisfaction and contributed to service efficiency and retention.
Education
MSc - International Business Management
Sheffield Hallam University
UK 2021.09 - 2022.10
BSc - Computer Science
Marathwada Institute of Technology
India 2015.07 - 2019.06
Skills
Business Analysis Competencies
Requirements elicitation, analysis & validation (ECBA-aligned)
Business & functional documentation (BRD, FRD, Use Cases, User Stories)
Stakeholder analysis & communication
As-Is / To-Be process analysis & optimisation
Gap analysis, root cause & impact analysis
KPI, SLA & performance analysis
Change support & solution evaluation
BA Tools & Techniques
Microsoft Excel (Advanced – analysis, reporting, trackers)
Power BI (Basic – data visualisation & insights)
SQL (Basic – queries, filters, joins for analysis)
Drawio (Process, UML, Activity diagrams)
Salesforce, NEOCRM, PeopleSoft, Zoho Inventory
Professional Strengths
Analytical & critical thinking
Clear documentation & communication
Cross-functional collaboration
Problem-solving & decision support
Time management & prioritisation
Quality, compliance & confidentiality focus
Certification
- ECBA (IIBA) – In Progress (Expected completion: Feb 2026)
- PRINCE2 Foundation – Project Management
- Mastering Psychometric Counselling – NSDC & Skill India (Govt. Certified)
- TQUK Level 2 Certificate in Equality and Diversity (RQF – Ofqual Regulated)
Timeline
Freelance Business & Career Counsellor
Self-Employed
2025.07 - 2026.03
Financial Adviser
Santander
2023.01 - 2024.08
International Consultancy Project – ELAROS
Sheffield Hallam University
2022.05 - 2022.07
MSc - International Business Management
Sheffield Hallam University
2021.09 - 2022.10
Business Development & Operations Analyst (Freelance)
432 Restaurant
2021.01 - 2021.08
Operations Associate – Travel Management
WNS (Kiwi.com)
2020.07 - 2020.09
Customer Advisor
Tech Mahindra (Three UK)
2019.07 - 2019.10
BSc - Computer Science
Marathwada Institute of Technology
2015.07 - 2019.06