About
Entry-level Business Analyst with prior experience in customer support and strong exposure to requirement gathering, business process analysis, and stakeholder communication. I am skilled in understanding business needs, analyzing customer and processing data, and documenting requirements using structured approaches. Hands-on experience in problem analysis, root cause identification, documentation, and cross-functional collaboration.
Skills & Expertise (14)
Work Experience
Customer Support Associate
24/7.ai
Jan 2024 - Jan 2025
Gathered and analyzed customer requirements, issues, and feedback to identify patterns, gaps, and improvements. Supported business process and analysis by documenting workflows, issue trends, and resolutions steps used by internal teams. Performed root cause analysis on recurring customer complaints and collaborated with cross-functional teams to drive timely and effective resolution within defined SLAs. Handled escalations by validating requirements, coordinating with stakeholders, and ensuring alignment with business and customer needs. Assisted in preparing reports and dashboards by tracking KPIs such as CSAT, quality scores, productivity, and resolution metrics, consistently achieving a 95% CSAT score. Mentored junior team members by sharing process knowledge, documentation standards, and best practices to improve team performance. Maintained strong domain knowledge of IT services and technology products to support accurate analysis and decision making.
Education
Bachelor’s Degree in Computer Application (BCA) - Indian Academy Degree College
2020 - 2023 · Afghanistan
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Visa Status
Citizen
Relocation
Not Open to Relocation
