Experience:
Loan Originator at ARB Call Facilties (-----------, 1 year)
-Worked as a Loan Originator, primarily processing the loan applications of customers, verifying details for the eligibility to get loan, and submitting to the underwriters for validation.
-Outbound and inbound calls.
CSR at Alorica - ----------- UK (2022, 1 year)
-Worked as a CSR (Customer Service Representative), primarily accepting calls regarding the customers orders, processing refunds, validating the lost parcels/shipments, and raising flags for possible scammers.
-Outbound and inbound calls.
Business Analyst at CHAMP Cargosystems (-----------) 2 years and 11 Months)
Niche in Aircargo Portal and API.
Portal and API Team
-Handled tickets/issues raised by our customer that are related to Portal & API. Tickets are prioritized and replied in a timely manner. Any particular issues are replicated in our qualification environment. Issues that are found are then reported to the team (Devs/PO/PM/QA) if valid. Once the fix has been implemented, I conducted the re-testing and made sure that the fix is working as expected. Daily tracking of the tickets is also my job, ensuring that open tickets are discussed in the daily standup meeting.
-Communicated with clients with their requirements. Requirement elicitation and clarification are gathered from the clients. These information are then discussed with PO's/PM's for further clarity and devised steps to proceed on the project.
-Produced MSD's (Modification Specification Document), Test Plans, Test Cases, User Stories, and technical documentations with precise screenshots and details.
-Produced technical documents to be shown in other teams, complete with screenshots and details for accurate explanation. This is to explain the connection and data flow from our system to theirs.
-Utilized JIRA for raising items that are needed to be worked on.
-Handled UAT/Pre-PROD/PROD testing before releasing the product to customer, ensuring that the system is working properly and without major issues.
-Conducted KT's for clients and internal coworkers. Explained the functions, processes, and flows of the system. Answered their queries that are raised based on the systems functionality.
-As a BA, I have constantly been in touch with the Devs/QA/PO/PM on the development of the project. Raising concerns, reporting issues, major/minor details.
-API Testing - utilized Postman for testing the API for our services. Investigated the request/response parameters for issues, and reported to the Devs if there are discrepancies in the API.
-Also did workarounds in other systems offered in the company, such as the legacy software and how the data travels from the legacy system to the Portal system.
Projects/works completed in CHAMP:
-Daily Flight Schedule API for JAL (Japan Airlines)
-NEO Portal launching for various clients (Riyadh Airlines, Air Canada, Thai Cargo, Saudi Cargo, and more).
