About
Business Analyst with 4+ years of experience in business operations, CRM workflows, reporting, and process improvement. Skilled in requirements analysis, stakeholder coordination, data validation, KPI reporting, and process documentation. Hands-on with Microsoft Copilot, AI Agents, Power BI, Excel, MySQL/SQL, Salesforce, Pipedrive, HubSpot, and Zapier to improve business workflows.
Skills & Expertise (29)
Work Experience
Senior Executive
Wipro
Nov 2025 - Mar 2026
Analyzed technical and operational issues, gathered requirements, validated user/device information, and coordinated with virtual technicians for resolution within SLA. Used Microsoft Copilot and AI-assisted tools to summarize case information, organize troubleshooting details, draft resolution notes, and support knowledge documentation. Monitored cases, orders, and service requests while identifying recurring issues, process gaps, and opportunities for improved case handling. Coordinated with users and internal stakeholders to resolve escalations, perform root-cause analysis, and maintain accurate ticket documentation.
Project Management Assistant
WingAI
Sep 2024 - Sep 2025
Supported business analysis and project operations through company research, decision-maker identification, stakeholder communication, requirement tracking, and cross-functional coordination. Used AI Agents, Microsoft Copilot, and AI-assisted research workflows to summarize business information, structure research, prepare drafts, organize requirements, and reduce repetitive manual work. Gathered, validated, and analyzed business data using MySQL, Excel, Google Sheets, Salesforce, Pipedrive, and HubSpot, translating findings into actionable workflows and reports. Built and maintained Power BI dashboards and operational reports to track project performance, business metrics, and outcomes. Supported workflow automation using Zapier, connecting CRM and business processes to improve efficiency and reduce repetitive tasks. Managed requirements, dependencies, follow-ups, and deliverables using Asana, Trello, Jira, and Slack across multiple client projects.
Operations Executive
DeliverHealth
Jan 2023 - Jun 2024
Analyzed healthcare and insurance operations including customer requests, cancellations, billing, refunds, and service cases to identify process gaps and support business decisions. Used Microsoft Copilot and AI-assisted tools for documentation, case summarization, data organization, and routine reporting activities. Validated operational data using Salesforce, Pipedrive, MySQL, and Excel and prepared KPI/operational reports for service tracking. Documented workflows and supported process improvements that contributed to approximately 15% increase in service efficiency.
Customer Escalations
Tech Mahindra
Aug 2021 - Dec 2022
Managed escalations, analyzed operational issues, and performed root-cause analysis to improve customer support processes and service delivery. Monitored KPIs, SLAs, case volumes, and service trends, preparing operational reports and identifying performance gaps. Coordinated with internal teams and executive stakeholders to resolve high-priority issues and ensure timely resolution. Used Excel and operational data to track performance, document processes, and support team-level decision-making.
Education
Bachelor of Computer Applications - Vinoba Bhave University
2016 - 2019 · Afghanistan
Certifications
No certifications added yet
Interested in this developer?
Profile Score Breakdown
Profile Overview
Availability Details
Visa Status
Citizen
Relocation
Open to Relocation
Skills (29)
Click a skill to find developers with the same skill
