⚠️ Independent Portfolio Project – This is a practice Business Analysis project created to demonstrate BA proficiency in requirements documentation, agile artifacts, and hybrid project methodology. It is not a real production application.
- About This Project
- Business Problem
- Solution
- Key Features
- System Architecture
- User Roles
- Technology Stack
- Project Documentation
- Project Timeline
- Project Scope
- Success Metrics
- Author
This repository demonstrates my skills as a Business Analyst through a simulated project — Sapphire CQMS (Customer Query Management System).
| Field | Details |
|---|---|
| Created By | Malvin Felicia.P |
| Purpose | BA Portfolio – Skills Demonstration |
| Project Name | Sapphire Customer Query Management System (CQMS) |
| Version | 0.1 – 2026 |
| Methodology | Hybrid (Waterfall + Agile) |
| Target Users | 150–200 concurrent users |
| Platform | Web-based internal application |
- ✅ Business Requirements Document (BRD)
- ✅ Functional Requirements Document (FRD)
- ✅ Requirements Traceability Matrix (RTM)
- ✅ Software Lifecycle Process Flow (SLPF)
- ✅ Wireframes
- ✅ Epics, User Stories & Acceptance Criteria
- ✅ JIRA Sprint Management & Agile Artifacts
Customer queries at Zenith (simulated company) are managed manually using Microsoft Excel, creating several operational challenges:
- No centralized system for query management
- Difficult to track customer service agent efficiency
- High risk of queries going unresolved
- Slow response times with no SLA compliance tracking
- Poor customer experience due to limited visibility
Sapphire addresses these challenges by providing:
- Centralized Ticket Management – All customer queries in one system
- IVR Integration – Automatic call routing to available agents
- Real-time SLA Tracking – Monitor compliance and performance
- Intelligent Service Centre Assignment – Route tickets to nearest centres
- Multi-channel Notifications – SMS and WhatsApp integration
- Comprehensive Reporting – Track trends and identify recurring issues
- 70% Response Time Reduction – Significantly faster query resolution
- Secure login with role-based access
- IVR-integrated call reception
- Ticket creation and management
- Access to troubleshooting guides
- View and accept/decline ticket assignments
- Update ticket status and close tickets
- SLA performance tracking
- Monitor team performance
- Approve ticket resolutions
- View SLA compliance dashboards
- Manage user profiles and credentials
- Configure system settings
- Generate system-wide reports
- Web Application Layer – User interface for all roles
- Application Server – Business logic and workflow management
- Database Layer – Customer, ticket, and user data storage
- IVR Integration Layer – Call routing and management
- Notification Gateway – SMS and WhatsApp integration
- Authentication & Authorization – Secure access control
| Role | Responsibilities | Access Level |
|---|---|---|
| Admin | User management, system configuration | Full system access |
| Customer Service Agent | Handle calls, create tickets, troubleshoot | Operational access |
| Service Centre | Accept assignments, resolve field issues | Service-specific access |
| Team Lead | Approve resolutions, monitor performance | Team oversight access |
| Layer | Technology |
|---|---|
| Frontend | HTML5, CSS3, JavaScript |
| Backend | RESTful API Architecture |
| Database | Relational DBMS |
| Integration | IVR API, SMS Gateway, WhatsApp Business API |
| Security | RBAC, Password Encryption, Session Management |
- BRD – Business Requirements Document
- FRD – Functional Requirements Document
- RTM – Requirements Traceability Matrix
- SLPF – Software Lifecycle Process Flow
- Wireframes – UI Wireframes
- Agile Artifacts Excel – Epics, User Stories & Acceptance Criteria
- JIRA Screenshots – Sprint boards, backlog, burndown charts
| Phase | Duration | Status |
|---|---|---|
| Requirements Gathering | 4 weeks | ✅ Completed |
| Design & Architecture | 3 weeks | ✅ Completed |
| Development | 12 weeks | 🔄 Simulated |
| Testing | 4 weeks | ⏳ Simulated |
| UAT | 2 weeks | ⏳ Simulated |
| Deployment | 1 week | ⏳ Simulated |
- Web-based internal application with 4 user roles
- IVR call routing functionality
- Ticket creation and SLA tracking
- SMS and WhatsApp notification integration
- Support for 150–200 concurrent users
- Call recording functionality
- Email notifications (SMS/WhatsApp only)
- Mobile application
- 70% reduction in customer query response time
- 100% tracking of all customer queries
- 95% SLA compliance across all ticket categories
- Improved agent efficiency through centralized system
Malvin Felicia.P Business Analyst
- 🔗 GitHub: malvinfelicia
- 📧 Contact: malvinfeliciap@gmail.com, https://www.linkedin.com/in/malvinfelicia
Last Updated: March 2026 Document Version: 1.0 Repository Status: Portfolio Project