Shrutant Dhumal- Business Analyst

Managed a cloud ERP system implementation to streamline processes, drive cost-efficiency, and improve system usability company-wide.

Key Responsibilities:

• Collaborated with stakeholders and cross-functional teams to gather and document business and functional requirements through workshops and interviews, ensuring ERP enhancements addressed strategic and operational goals.
• Mapped AS-IS and TO-BE workflows using Visio and Lucidchart to identify inefficiencies, recommend optimisation strategies, and support automation proposals across inventory and operations.
• Authored detailed use cases and user stories in Jira with clearly defined acceptance criteria to drive structured Agile delivery and align development sprints with business priorities.
• Supported UAT planning and execution by logging defects, validating system fixes, and minimising business disruption through structured release support.
• Partnered with technical teams to resolve system issues and contribute to the successful delivery of a scalable, cloud-based ERP system that enhanced data visibility and performance monitoring.
• Developed and maintained Power BI dashboards to visualise KPIs, track performance metrics, and support strategic decision-making with real-time data insights.

Key Achievements:

• Improved inventory efficiency by 15% by redesigning workflows aligned with ERP capabilities, eliminating operational redundancies, and enhancing cross-team coordination.
• Reduced documentation time by 20% through modular BRD templates and a streamlined Confluence documentation framework, improving traceability and reusability.
• Delivered consistent sprint outcomes by aligning Jira tasks with business goals and enhancing collaboration between product owners and delivery teams.

Led operational analysis and supported governance improvements across Compliance, Risk, and Service teams, streamlining documentation and aligning workflows to improve audit readiness and internal accountability.

Key Responsibilities:

• Standardised SOPs and compliance workflows across Operations, Risk, and Property Services teams, aligning process documentation with ISO 27001 standards using Confluence and Visio.
• Designed and implemented a centralised reporting dashboard in Excel and SharePoint to monitor governance KPIs, enabling real-time performance tracking and strategic oversight.
• Mapped and documented risk workflows in collaboration with Compliance and Service leads, contributing to strategic process improvements and audit readiness.
• Facilitated stakeholder engagement sessions to incorporate feedback into continuous improvement initiatives and strengthen cross-functional process alignment.
• Developed internal onboarding materials and training guides to enhance operational knowledge transfer, improve compliance understanding, and accelerate team integration.

Key Achievements:

• Reduced audit preparation time by 30% by creating a unified documentation framework that improved transparency and traceability across departments.
• Improved reporting accuracy by 25% through a centralised dashboard consolidating governance metrics across multiple business functions.
• Standardised 15+ SOPs and created tailored onboarding guides for Risk and Service teams, reducing new hire ramp-up time by 20% and improving policy adherence.

Provided analytical support to the Customer Service team, translating service issues into process improvements through data insights and cross-functional collaboration.

Key Responsibilities:

• Managed and analysed customer feedback to identify recurring service issues and recommend data-driven improvements to internal processes.
• Reviewed and updated SOPs to align with evolving CRM systems and compliance requirements, supporting consistency across customer-facing operations.
• Partnered with service teams to produce audit documentation and integrate policy changes into daily workflows.
• Designed and delivered a targeted training program to improve agent performance, service knowledge, and first-contact resolution.
• Participated in mapping service workflows and testing CRM enhancements, improving operational response and data handling processes.

Key Achievements:

• Reduced customer escalations by 22% and increased first-contact resolution from 68% to 83% through targeted training and process improvement.
• Shortened average resolution time by 15% and increased CSAT scores by 20% by streamlining case handling procedures.
• Enhanced service responsiveness by 18% through SOP revision and staff upskilling aligned with CRM system upgrades.