Mukul Dumare

About Mukul Dumare

As a Business Analyst with a Master of Business Administration in Marketing, I have a passion for leveraging data analytics and conversational AI to deliver innovative and impactful solutions for business challenges. In my most recent role at Uniphore, I spearheaded a team of analysts to formulate, implement, and evaluate strategies for conversational AI and speech analytics products, using various tools such as Tableau, Power BI, and Data analysis. I collaborated with various stakeholders and translated their requirements into business specifications, resulting in increased customer satisfaction, retention, and revenue. I also performed root cause analysis and provided cost-effective solutions for critical issues, enhancing the quality and performance of the products.I have a proven track record of delivering compelling business value to clients with my expertise in data visualization, data mining, dashboard preparation, and business intelligence tools. I have also received multiple certifications in statistics, Tableau, and data science, demonstrating my commitment to continuous learning and professional development. I am looking for a challenging and rewarding opportunity to apply my skills and knowledge in a dynamic and growth-oriented organization, where I can contribute to its vision and goals. I am an effective communicator, a team player, and a problem solver, who strives for excellence and customer satisfaction. I am available to join immediately, and you can contact me by email or phone.Email - m••••••••@gmail.comPhone - 98••••••18

Experience

1. Senior Business Analyst

   Infosys

   Jun 2025 — Present · Pune City, IN

   Elicited, documented, and prioritized business requirements from stakeholders using structured interviews, workshops, and requirement-gathering sessions and process mappings.Collaborated with cross-functional teams & stakeholders including Product, Development, QA, and Operations to ensure successful delivery of projects.Facilitated Agile/Scrum ceremonies such as sprint planning, backlog grooming, and daily stand-ups on JIRA.Prepared and maintained comprehensive documentation including Flow Diagrams, Wireframes, Release Documents, Training Manuals and user stories.Performed data analysis using Excel and BI tools to support decision-making and performance tracking.Supported UATs by creating test cases, tracking defects, and ensuring alignment with requirements.Project Delivered & Overview: Samsung N2 Global Blueprint ProgrammeLed requirement elicitation and discovery sessions with global stakeholders for the Samsung N2 Global Blueprint Programme to define product vision and functional requirements.Delivered end-to-end Agent Desktop platform for Samsung’s global support teams including IVR integration, call routing, queue management, and After Call Work (ACW) to improve customer query resolution efficiency.Implemented Digital & Voice support capabilities enabling agents to manage customer interactions seamlessly through a unified interface.Integrated Gauss AI recommendation engine to provide real-time answer suggestions to agents, significantly contributing to reduced Average Handle Time (AHT).Implemented Fabrix AI for product analytics and knowledge base management, enabling chatbot-driven first-level resolution for customer queries.Led Change Management and Global Standardization initiatives by introducing a structured “Localization Request” process to manage region-specific requirements.Coordinated with Regional Heads and Global Leadership to resolve conflicting feature requests and align on a standardized global agent desktop blueprint.

Education

• Pt. Ravishankar Shukla University

  Bachelor of Commerce - BCom, Business/Commerce, General

  2013 — 2016

• MIT World Peace University

  Master of Business Administration, Marketing Management

  2017 — 2019