Sunanda Singh

Provided first-line support for complex customer and process queries, investigating root causes and escalating issues when needed. Built Excel/Power BI KPI dashboards and used SQL to analyze pension and customer data, while maintaining operational documentation and improving workflow efficiency with cross-functional stakeholders.

Handled high-volume customer enquiries, resolving issues to meet KPIs while balancing university commitments. Served as the primary point of contact for identity & verification (ID&V), ensuring compliance with data protection standards and using internal systems to process payments and support sales/marketing activities.

Supported the implementation and administration of Icertis Contract Intelligence by configuring contract lifecycle processes, approval workflows, and business rules. Led requirement workshops, performed contract data migration and validation across environments, and executed UAT/regression testing while providing production support and end-user enablement.

Designed and implemented API-led integrations using MuleSoft API Manager, translating business requirements into scalable reusable interfaces with RAML and Java. Implemented logging, error-handling, and security controls for reliable and compliant system integrations, coordinating with architects to integrate Salesforce and external web services.

Grade: 2:1

Completed an MSc in Business Analytics & Big Data with a 2:1 classification. Included modules in data mining, machine learning, big data analysis, and an analytics-focused Power BI dissertation.

Grade: 7.4 CGPA

Earned a BE in Computer Sciences Engineering with a 7.4 CGPA. Covered core areas such as DBMS, operating systems, soft computing, object-oriented programming, cloud computing, and project management.