Balakumar Manikandan
CHENNAI
Summary
Results-oriented professional with 14 years of experience in business analysis, technical support, and stakeholder management. Expert at collaborating with cross-functional teams to implement technical solutions, streamline processes, and deliver CRM support. Skilled in SQL and Power BI, I drive data-driven insights and process improvements to enhance operational efficiency.
Overview
16
16
years of professional experience
Work History
Local Application Manager (Support Analyst)
Reed Elsevier India Pvt. Ltd
CHENNAI
06.2015 - Current
- Business Analysis & Technical Collaboration:
Analyze business requirements and work with teams (CS, IT, Application Support, external vendors) to define and implement technical solutions. - User Training & Support:
Train end users on newly developed applications and provide ongoing technical support and configuration, ensuring compliance with internal procedures and security policies. - Cross-Functional Communication:
Maintain regular communication with internal teams and external providers to ensure alignment in technology, processes, and strategic goals. - Data Analytics & Reporting:
Extract and analyze data using SQL and develop Power BI dashboards to generate actionable business insights.
Customer Service Advisor
Reed Elsevier India Pvt. Ltd
CHENNAI
01.2011 - 03.2015
- Stakeholder Service: Provide efficient, timely, and accurate service to Elsevier stakeholders by managing agreements and coordinating invoicing for electronic products.
- Cross-Department Collaboration: Work with regional departments and stakeholders (Sales, Business Controllers, and Print Fulfillment Teams) to ensure contractual obligations are met and processes are followed.
- CRM Support: Act as the first point of contact for Customer Service Advisors for Oracle Service Cloud queries and address challenges in its usage. Assist in training new teams on Oracle Service Cloud, share best practices, and disseminate important announcements.
Accounts Receivable Executive
DELL Services, DELL Perotsystems
06.2009 - 01.2011
- Analyze transactions, place calls, and follow up on previous interactions to ensure timely resolution.
- Collaborate with insurance representatives to resolve outstanding medical bills and update the client's software accordingly.
- Communicate client updates and progress through timely email notifications.
Education
Bachelor of Commerce -
Ramakrishna Mission Vivekananda College
Chennai04.2009
Skills
- Elicitation
- Collaboration and Liaising
- Stakeholder Management
- Creating business workflows/diagrams
- Requirement Life Cycle Management
- Requirement Gathering
- Requirement Analysis
- Documentation
- User Account Management
- Application support
- Data Collection
- Data Entry
- Data extracting using SQL
- Report Development in Excel and Power BI
Accomplishments
- Created excel spreadsheets to calculate the split run and prices for the volume and issue automatically for the journals to increase the accuracy and effectiveness in the process.
- Conducted training sessions for the new joiners in the team to understand the process and the different business applications.
- Successfully transitioned two major business process activities (Institutional and Membership Prices) from Oxford to Chennai.
- Awarded as the Best Performer in Rewards & Recognition Program for Q2 in 2013.
- Awarded as the Best Performer in Rewards & Recognition Program for Q4 in 2012.
- Recognized & awarded for the Operational Value 'Accountable for what we do' in 2011.
Languages
- Tamil - Fluent
- English - Fluent
- French - Beginner
Timeline
Local Application Manager (Support Analyst)
Reed Elsevier India Pvt. Ltd
06.2015 - Current
Customer Service Advisor
Reed Elsevier India Pvt. Ltd
01.2011 - 03.2015
Accounts Receivable Executive
DELL Services, DELL Perotsystems
06.2009 - 01.2011
Bachelor of Commerce -
Ramakrishna Mission Vivekananda College
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