Headline

Project & Operations Analyst | System Migrations · Salesforce · Cross-Functional Collaboration · Jira · Change Management | Driving End-to-End System Implementations & Process Efficiency

About

I am a Senior Operations & Analytics Leader with 8.5+ years of experience bridging the gap between complex system operations, AI-driven technology, and data analytics. My expertise lies in transforming raw operational data into actionable insights that empower leadership, optimize resource utilization, and significantly enhance the customer experience. Throughout my career, I have specialized in driving efficiency across global support environments—whether by leading critical Knowledge Base migrations during high-stakes corporate mergers, validating advanced Salesforce & AI capabilities (like automated case summarization), or building robust analytics frameworks. CRM & Salesforce Optimization: Advanced dashboarding, end-to-end feature testing, and workflow enhancements to boost engineer productivity. Process Automation & AI: Leveraging GenAI tools and automated case-routing solutions to streamline reporting workflows and reduce communication turnaround times. Cross-Functional Governance: Stakeholder communication, Jira/engineering alignment, and strict change management compliance. I am highly passionate about the intersection of data analytics and workforce operations, always seeking innovative ways to scale service delivery and drive high-quality customer outcomes.

Location

Pune Division

Work experience

Support Operations Analyst II at Cohesity, Jan 2025 - Present · 1 yr 6 mos, Pune District, Maharashtra, India, System Migrations & Salesforce Enhancements • Led the end-to-end Knowledge Base (KB) migration following the Veritas merger, ensuring 100% data integrity and validation for articles, attachments, and links into the Cohesity domain. • Spearheaded end-to-end testing and validation of Salesforce enhancements, directly improving usability, adoption rates, and daily operational efficiency for Technical Support Engineers (TSEs). • Validate and rule out AI-driven capabilities, including the Recursive Response feature, enabling automated case summarization that significantly reduced turnaround times for customer communications. • Support the testing and deployment of Next-Gen Support Portal enhancements, optimizing critical workflows such as case creation, escalations, tracking, and complex attachment handling. Data Analytics & Operational Efficiency • Developing and maintaining advanced Salesforce reports and dashboards, empowering leadership with actionable insights to monitor business performance and drive data-driven strategies. • Analysed case volumes, severity trends, and intake patterns to identify operational bottlenecks and implement efficiency improvements. • Supported key automation initiatives, including the TSDI case assignment tool, to enable data-driven case routing based on engineer workload and specialized skill sets. Project Management & Cross-Functional Collaboration • Manage and tracke engineering Jira tickets, proactively communicating status updates, pending blockers, and expected timelines to key stakeholders. • Collaborate on the seamless implementation of the Genesys workforce management platform, ensuring zero service disruption during the transition. • Ensure strict compliance with internal change management processes by auditing the planning, authorization, and execution of all system changes.

Support Operations Analyst I at Veritas Technologies LLC, Nov 2017 - Dec 2024 · 7 yrs 2 mos, Pune, ● Analyze backlog volume and generate relevant reports. ● Analyze the trends in high and low severity cases and develop relevant dashboards. ● Leveraged Power Query data and advanced Excel to build a comprehensive dashboard that tracks case severity, providing real-time insights into low severity case intake and supporting proactive decision-making. ● Established efficient data connections within Power BI to ensure timely and accurate extraction of information for regular reporting needs ● Leveraged Microsoft Power BI to generate reports providing technicians with clear visibility into case intake data, enabling efficient prioritization and management of their workload. ● Played a pivotal role in the integration of a new WFM tool called GENESYS, ensuring a smooth transition for the tech & care team and maintaining uninterrupted customer service. ● Handle incoming technical support requests for all products ● Oversee case queues, assigning them to the appropriate team member to ensure the right resource handles the right issue. ● To reduce customer’s wait times and prevent escalations. ● Collaborate with Voice of the Customer (VOC) and Business Critical Management (BCM) teams to expedite critical cases and provide customers with faster resolutions. ● Real time monitoring of Business-Critical Outage and collaborating with various departments to mitigate the issue and getting business back to normal. ● Handle requests for time off, shift swaps, and other schedule adjustments. ● Track employee adherence to their schedules and make necessary adjustments to maintain service levels. ● Communicate with operational managers to address staffing shortages or surpluses. ● Ensure the right number of employees with the right skills are in the right place at the right time. ● Monitor and track agent adherence to their schedules, breaks, and lunches, taking corrective actions or escalating issues as needed to maintain operational efficiency.

Subject Matter Expert at Wipro, Feb 2016 - Nov 2017 · 1 yr 10 mos, Pune/Pimpri-Chinchwad Area, ● Monitoring daily activities of agents and conducting meetings with the clients for ongoing issues and SLA’s. ● Extracting data from Siebel CRM and working with the MIS team to generate reports for the team. ● Working on escalations and ensuring a resolution for the end-users. ● Collaborate with internal teams on trending customer issues and resolution to them. ● Level 2 support, understanding customer needs and requirements and channelize them to the Level 3 technical team and the managements. ● Efficiently managed a high volume of customer cases, prioritizing effectively and ensuring timely progress towards resolution. ● Proactively followed up with customers on a daily basis to provide updates, gather additional information, and ensure their continued satisfaction throughout the resolution process. ● Utilized backlog reports to identify potential delays or bottlenecks, proactively taking steps to ensure timely resolution and maintain high levels of customer communication.

Junior Analyst at Tech Mahindra Business Services, Aug 2011 - Jun 2015 · 3 yrs 11 mos, Pune/Pimpri-Chinchwad Area, ● Effectively managing floor operations with the help of RTA tool to track agent activities in real time ● Utilize the RTA tool to ensure proper staffing and quick response to any sudden changes in call volume or absenteeism. ● Proactive steps taken to minimize deviations from the schedule and track agents’ adherence in real time. ● Regularly communicating with supervisors to align FTEs as per call flow requirements and ensure optimal coverage. ● Accurately log and manage schedule exceptions like breaks, meetings, or unplanned absences in the eWFM tool. ● Ensure timely updates in eWFM to reflect any approved schedule changes or agent requests. ● Develop and maintain daily, weekly, and monthly reports using Excel to provide insights on team performance and metrics. ● Use advanced Excel functions like pivot tables, VLOOKUPs, and charts to present data in a clear and actionable format. ● Most of the recurring reports were automated in Excel to streamline data collection and reduce manual efforts.

Education

Bachelor of Commerce - BCom, Accounting and Business/Management, Mahatma Gandhi University, Shillong