Hi, I’m
ILHAM USMANI
Business Analyst
Sharjah,United Arab Emirates
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Goal-oriented Business Analyst that successfully assists companies by developing and implementing updates to operational standards, team organization and employee engagement strategies. Proactive and personable leader with top-notch skills in streamlining as formation, prioritizing tasks and approaching issues with analytical mindset. Bringing years of experience and demonstrated track record of success.
Overview
7
years of professional experience
2
Certification
Work History
AZLAN TECH AND SERVICES INDIA
SALESFORCE BUSINESS ANALYST
04.2023 - 07.2024
Job overview
- Managed post-sales relationships for clients, ensuring successful onboarding and ongoing support, leading to increase customer satisfaction
- Customized and configured Salesforce to meet client-specific needs, including developing tailored workflows, dashboards, and reports, resulting in improvement in operational efficiency
- Analyzed and interpreted post-sales data to identify trends, track performance metrics, and provide actionable insights, contributing to data-driven decision-making and strategic planning
- Collaborated with Sales, Customer Success, and IT teams to ensure seamless integration of Salesforce solutions, enhancing overall project delivery and alignment with business objectives
- Oversaw post-sales implementation projects, ensuring timely delivery and adherence to scope, budget, and quality standards, resulting in successful project completions for clients.
- Developed tailored reports to meet specific business needs, including summary, matrix, and joined reports, ensuring accurate data representation for stakeholders.
- Designed and implemented interactive dashboards that visually represent key metrics, facilitating quick analysis and strategic planning.
THE NINEHERTZ INDIA PVT. LTD.
SALESFORCE BUSINESS ANALYST
01.2022 - 12.2022
Job overview
- Gathered and analyzed data to understand the requirements necessary for improving business health
- Evaluated various possible and feasible solutions, considering the pros and cons of each alternative
- Made clear communication ensuring that everyone understands business objectives and collaborates effectively to achieve common goals
- Used techniques like cost-benefit analysis or SWOT analysis to develop solution-oriented strategies.
CYNTEXA LABS PVT. LTD.
SALESFORCE BUSINESS ANALYST
01.2021 - 10.2021
Job overview
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines
- Delivered timely support by tracking issues and communicating resolutions to end users Identified and analyzed user requirements, procedures and processes to develop optimization strategies
- Developed innovative, fact-based and achievable strategies and operating models based on evaluations
- Creased Detailed process flows and user stories to document system requirements and design solutions.
INTRGLOBE AVIATIONS PVT. LTD. (INDIGO AIRLINES)
Customer Service Executive
04.2018 - 11.2019
Job overview
- Supervised and mentored a team of customer service representatives, ensuring high performance and adherence to company standards
- Streamlined check-in, boarding, and customer service processes to improve efficiency and reduce wait times
- Monitored and evaluated customer service interactions to maintain a high standard of service quality and consistency
- Fostered strong relationships with frequent flyers and VIP customers, addressing their specific needs and preferences
- Conducted training sessions for new hires and ongoing development programs for existing staff to enhance their skills and knowledge
- Prepared and presented reports on team performance, customer satisfaction, and operational improvements to senior management.
INTRGLOBE AVIATIONS PVT. LTD. (INDIGO AIRLINES)
Customer Service Officer
06.2017 - 03.2018
Job overview
- Assisted passengers with ticketing, check-in, and boarding procedures, ensuring a smooth and efficient process
- Resolved customer complaints and issues promptly, maintaining a high level of customer satisfaction
- Provided accurate information regarding flight schedules, delays, cancellations, and other inquiries
- Worked closely with other departments, including baggage handling and cabin crew, to ensure seamless service delivery
- Promoted and upsold additional services such as seat upgrades, extra baggage, and in-flight amenities
- Participated in ongoing training sessions to stay updated on company policies, new procedures, and customer service best practices.
Education
JAIPUR NATIONAL UNIVERSITY, JAIPUR
Bachelor of Hotel Management and Catering Technology / Hotel Management
Skills
- Salesforce Sales Cloud, CPQ, Service Cloud, FSL
- Project Management
- Salesforce Configuration
- Data Modeling
- Salesforce Administration
- JIRA Story Management and Estimation
- COPADO Deployment
- Problem-solving
- Communication skills
- Reports and Dashboard
- Lightening Flows
Languages
English
Advanced
C1
Hindi
Proficient
C2
Urdu
Upper intermediate
B2
Certification
Scrum Fundamentals Certified
Copado Dev Ops
Timeline
SALESFORCE BUSINESS ANALYST
AZLAN TECH AND SERVICES INDIA
04.2023 - 07.2024
SALESFORCE BUSINESS ANALYST
THE NINEHERTZ INDIA PVT. LTD.
01.2022 - 12.2022
SALESFORCE BUSINESS ANALYST
CYNTEXA LABS PVT. LTD.
01.2021 - 10.2021
Customer Service Executive
INTRGLOBE AVIATIONS PVT. LTD. (INDIGO AIRLINES)
04.2018 - 11.2019
Customer Service Officer
INTRGLOBE AVIATIONS PVT. LTD. (INDIGO AIRLINES)
06.2017 - 03.2018
JAIPUR NATIONAL UNIVERSITY, JAIPUR
Bachelor of Hotel Management and Catering Technology / Hotel Management
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