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Pooja Mishra

Business analyst/ Product Owner

Pune, India
Business Analyst at IBM India
Studied Engineering at Jaypee University of Engineering and Technology
Information Technology & Services
Joined August 23, 2023



Seasoned Business Analyst Certified Professional Scrum Product Owner 10 years of experience in IT Industry
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IBM India
Apr 2021 – Present
Business Analyst
● Conducted thorough analysis of client's products, services, stakeholders, and technologies for IBM Net Zero Campaign. ● Generated actionable insights by analysing trends and patterns of the customer behaviour which helped IBM create a targeted customer acquisition strategy. ● Responsible for the implementation of the quarterly change in the DTC and UK Link.
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Nov 2019 – Apr 2021
Lead Consultant
● Spearheaded a team of 5 consultants in resolving 450+ incidents, resulting in a 98% customer satisfaction rate and a decrease in incident resolution time by 10%. ● Responsible for changes in the existing Business Process and provide ongoing application support for the SAP CRM and ERP modules. ● Implemented effective incident management, change management, and problem management processes covering areas such as training management, contract management, activity management, and account management to ensure timely issue resolution with minimal downtime for end-users.
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May 2019 – Nov 2019
CRM Domain Expert
● Led Incident resolution team of 5 consultants. Resolved 300+ incidents/issues. ● Streamlined the existing Business Process, reducing inefficiencies by 15%, and provided ongoing application support for SAP CRM and ERP modules, resulting in increased productivity for end-users. ● Responsible for change management, incident management and Problem management. Worked on Incidents covering areas Replication, Contract management, Activity management and Account management.
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Aug 2013 – May 2019
Senior Analyst
● Revamped the New Connection process by leveraging on a digital platform to provide a seamless customer experience, with reduced customer interaction and lead time for new supply connection. Supply delivery time decreased from 4 months to 1 month. ● Implemented Customer Care system to notify 320k Smart meter customers for Planned/unplanned Outages, restoration, reconnection, disconnection and tariff changes via various Channels like SMS, Email, Mobile App and Web portal. ● Developed and executed an improved process flow, eliminating the need for SSP connection to ERMS and BCRM. This resulted in a 40% reduction in application processing time and decreased errors by 25%. ● Collaborated with the Digital team for the implementation of Flexi tariff tool that will enable the user to launch, withdraw and renew fixed duration/ fixed end date Products in CRM from Digital platforms. This reduced the Product Launch activity from 1.5-month to 3 days work.
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Jaypee University of Engineering and Technology
Jul 2009 – May 2013
B Tech, Engineering