Chenthamil Selvan
Chennai
Summary
Business Process Analyst with 12+ years of experience across logistics, customer experience, operations, business transformation and continuous improvement, including 5+ years supporting business analysis, process optimization, automation and performance governance. Experienced in mapping current-state workflows, identifying process and control gaps, designing improved future-state journeys, gathering requirements, supporting UAT, and building SOPs, dashboards and governance mechanisms. Strong track record of working with Operations, Finance, Product, IT, Analytics and regional stakeholders to standardize processes, improve digital adoption, reduce manual effort and deliver measurable customer and operational outcomes.
Overview
12
12
years of professional experience
Work History
Senior Project Analyst / Business Analyst - Process Excellence
Maersk
04.2023 - Current
- Direct end-to-end evaluation of logistics and customer-experience processes through collaboration with stakeholders, executing process walkthroughs, and leading requirement-gathering sessions involving operations, product, IT, analytics, and regional teams.
- Mapped existing workflows with focus on decision points, hand-offs, controls, and exceptions. Created future-state designs and functional requirements from analysis of current processes.
- Eliminated process inefficiencies, boosting overall operational effectiveness. Refined duplicate contacts management to improve data clarity. Lessened manual dependencies by implementing automated processes. Confronted data quality challenges to ensure dependable information. Leveraged stakeholder feedback and root-cause analysis for fixing control gaps.
- develop and maintain process documentation, such as workflow diagrams, business requirements, SOP inputs, governance trackers, risk logs, KPI definitions, and implementation-readiness materials.
- define process-performance benchmarks including volume, productivity, quality, SLA adherence, contact reduction, reopen rate, customer experience, digital adoption, and value realization.
- Support UAT through scenario preparation, output validation, business feedback coordination, technical team gap resolution, and post-implementation outcome confirmation.
- Analyze automation readiness and reshape manual process difficulties into organized opportunities through Power Apps, Power BI, SharePoint, Python, and AI-enabled technologies.
- Facilitate governance via recurring reviews, baseline assessments, ownership tracking, milestone oversight, risk escalation, and leadership updates.
- chosen process optimization initiatives
- Established governance frameworks and baselines, coordinating reduction actions across teams
- Evaluated end-to-end onboarding journey, pinpointing obstacles to digital self-service
- Designed and executed Power Apps, SharePoint, and Power BI solution for activity tracking, workload assessment, and performance governance
- Specified business requirements for AI-assisted response generation
- Analyzed NPS, CSAT, and customer experience analytics to pinpoint journey pain points, prioritize improvement actions, and monitor customer-impact outcomes; contributed to standalone NPS score of +60.
- Automated Quality Management: Built reporting for chat, email and call quality to monitor compliance, resolution accuracy, agent-level trends and coaching opportunities, strengthening process controls and corrective-action governance.
- Led cross-functional teams in project delivery, ensuring alignment with organizational goals.
- Developed and implemented strategic plans to enhance operational efficiency across projects.
Senior Specialist - Customer Onboarding & Operations
Maersk
06.2017 - 03.2023
- Coordinated customer onboarding and service delivery efforts for North America operations, working alongside customer cluster teams and internal stakeholders to facilitate effective setup and fluid operational transition.
- Documented customer touchpoints and supported migration from manual and email-led interactions to digital self-service journeys boosting customer experience and process efficiency.
- Supervised and trained operational teams of 10+ members, guaranteeing strict adherence to workload prioritization processes alongside quality assurance, productivity metrics, and prompt delivery
- Operated as process SME for booking and customer-experience operations, facilitating resolution of complex issues and ensuring process clarity
- Worked alongside cross-functional teams optimizing customer journeys and service quality, achieving standalone NPS score of +60.
- Tracked customer feedback, CSAT/NPS trends and operational pain points to identify corrective actions, coaching needs and process-improvement opportunities.
Customer Support Executive
Sitel India
01.2016 - 04.2017
- Provided voice-based technical support for AVG Antivirus, troubleshooting customer issues and maintaining service quality in a high-volume environment.
Customer Support
HCL
02.2014 - 12.2015
- Delivered email and live-chat support for order, billing and account-management queries with focus on accuracy, turnaround time and customer satisfaction.
Education
Data Science Certification -
GUVI (IITM Certified)
07.2026
Power Platform Training - undefined
FITA
01.2020
Bachelor of Engineering - Electronics and Communication Engineering
Einstein College of Engineering
Tirunelveli01.2012
Skills
- AS-IS / TO-BE Process Mapping
- Process Walkthroughs & Workshops
- Requirements Gathering & Gap Analysis
- SOPs, Workflows & Control Documentation
- Process Governance & Version Control
- Root Cause Analysis & Process Improvement
- KPI / KRI Definition & Process Health
- Customer Journey & Digital Onboarding
- NPS, CSAT & Voice-of-Customer Analysis
- UAT, Validation & Change Readiness
- Automation Opportunity Assessment
- Power BI, Power Apps, SQL, Python & Excel
- Microsoft Excel
- Project scheduling
- Python programming
- Business analysis
TOOLS & METHODS
- Process Mapping: Swimlanes, workflow diagrams, working knowledge of BPMN 2.0 concepts
- Analytics & Automation: Power BI, Power Query, DAX, SQL, Python, Excel, Power Apps, Power Automate, SharePoint
- Methods: Root Cause Analysis, Continuous Improvement, Gap Analysis, KPI Governance, UAT, Change Readiness
Timeline
Senior Project Analyst / Business Analyst - Process Excellence
Maersk
04.2023 - Current
Senior Specialist - Customer Onboarding & Operations
Maersk
06.2017 - 03.2023
Customer Support Executive
Sitel India
01.2016 - 04.2017
Customer Support
HCL
02.2014 - 12.2015
Bachelor of Engineering - Electronics and Communication Engineering
Einstein College of Engineering
Power Platform Training - undefined
FITA
Data Science Certification -
GUVI (IITM Certified)