Jagruthi Somesh
Bangalore
Summary
Efficient Operations Analyst with expertise in enhancing user experience and optimizing processes. Achieved an 80% reduction in territory realignment duration through effective cross-functional collaboration and mentorship of junior staff. Proven ability to streamline complex operations, improve efficiency, and develop strategies that enhance productivity and reduce costs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Business Process Operations Analyst
Cloud Software Group
Bangalore
01.2021 - Current
- Supported customer in maintaining, configuring, and launching new features as part of product team.
- Coordinated with multiple departments to enhance user experience and customer interactions.
- Troubleshot CPQ issues to ensure seamless Q2C operations.
- Assisted internal sales teams across APAC, America, EMEA, and LAC regions.
- Managed end-to-end territory realignment process, reducing duration from 10 days to 2 days.
- Developed SQL queries for data analysis and business report creation.
- Created custom reports and dashboards tailored to diverse user groups’ needs.
- Maintained Salesforce best practices, focusing on data quality and effective troubleshooting.
- Identified areas of risk exposure related to operations activities and developed mitigation strategies.
- Maintained up-to-date records of all transactions related to operational activities.
- Created detailed documentation outlining procedures for all operations-related activities.
- Provided project management support for the development of new products, services, or processes.
- Performed data analysis to identify opportunities for streamlining processes through automation.
- Collaborated with cross-functional teams to identify process improvement opportunities.
- Analyzed and documented existing business processes to identify inefficiencies and recommend process improvements.
Salesforce Support/ Support Team Lead/Senior Quality Analyst
EF Education First Information Systems
Bangalore
08.2016 - 03.2020
- Developed plans for team growth and identified areas of improvement.
- Mentored junior staff on customer service techniques, problem solving strategies, and product knowledge.
- Created reports that tracked customer satisfaction levels and highlighted areas in need of improvement.
- Analyzed customer feedback data to identify trends in customer satisfaction levels.
- Lead daily stand-up meetings with the support team to review progress on tasks.
- Collaborated with other departments such as marketing and sales to ensure alignment between teams.
- Resolved escalated customer inquiries in a timely manner.
- Identified opportunities for process automation within the support department.
- Developed processes to streamline workflow within the support department.
- Assisted in hiring new team members by conducting interviews and providing feedback during the selection process.
- Provided technical support to customers and troubleshoot software issues.
- Monitored ticket queues to ensure all tickets were responded to promptly and accurately.
- Maintained positive working relationship with fellow staff and management.
- Collected, analyzed and reported on data for use in operational planning.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Visvesvaraya Technological University
06-2016
Skills
- Creative problem solving
- Eagerness to learn
- Organizational flexibility
- Reliability
- People management
- Time management
- Communication excellence
- Presentation skills
- Team collaboration
- Requirements analysis
- Positive mindset
- Data analysis
- SQL proficiency
- Salesforce administration
- Business process enhancement
- Cross-functional teamwork
- Customer relationship management
- Process automation
- Report generation
- Mentorship of junior staff
- Technical troubleshooting
Certification
Salesforce Administrator
Languages
English
Tools
- CRM Salesforce
- Apptus CPQ
- LRM Motivis & Power school
- Booker 25
- Financial force
- Sales / Service / Marketing Cloud
- Jira & Confluence
- SOQL
- Agile Scrum
- Data loader/Workbench
- Excel
Timeline
Senior Business Process Operations Analyst
Cloud Software Group
01.2021 - Current
Salesforce Support/ Support Team Lead/Senior Quality Analyst
EF Education First Information Systems
08.2016 - 03.2020
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Visvesvaraya Technological University
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