Salesforce
Logesh Vellaichamy
Business Support Associate
Chennai
Summary
Results-driven Business Associate with 4.5 years of experience in customer support, process optimization, and data analysis. Proficient in Salesforce, Power BI and with a proven track record of improving operational efficiency, mentoring teams, and delivering actionable insights. Adept at collaborating with cross-functional stakeholders, performing UAT testing, and driving process improvements.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Business Support Associate
NTT Data Global Delivery Services
09.2022 - 01.2025
- Optimized customer support processes by handling and resolving 100+ daily chat and email inquiries related to insurance, improving first-contact resolution by 20%.
- Led a team of 10+ associates, delivering process training, conducting quality audits, and providing real-time feedback, resulting in a 15% improvement in accuracy and efficiency.
- Authored and implemented Standard Operating Procedures (SOPs) for streamlined workflows, reducing process deviations by 25%.
- Conducted User Acceptance Testing (UAT) for Salesforce tool upgrades (versions 0.5, 1.0, and 1.5), providing key insights and suggesting process improvements to enhance system functionality.
- Collaborated with cross-functional teams to identify service gaps, proposing solutions that increased customer satisfaction by 18%.
- Cross-trained and provided backup support for organizational leadership.
- Designed, developed, and maintained Power BI dashboards to visualize Performance and KPI metrics.
- Responsible for scheduling dashboards according to frequency (daily, weekly).
- Transformed complex datasets into interactive and visually appealing dashboards.
Product Support Associate
Sutherland Global Solutions
09.2020 - 08.2022
- Resolved complex customer issues as a subject matter expert (SME), ensuring a 98% satisfaction rate through effective communication and technical expertise.
- Implemented process improvements, reducing average handling time (AHT) by 12% and enhancing team productivity.
- Served as temporary Team Lead and Training Coordinator, managing a team of 15-18 members and improving onboarding efficiency by 20%.
- Escalated unresolved technical issues to advanced support levels while maintaining compliance with company standards and customer expectations.
- Served as a mentor to junior associates, providing guidance on best practices in customer service and technical troubleshooting techniques.
- Managed a high volume of support requests while maintaining excellent response times and resolutions rates.
- Generated reports to track performance and analyze trends.
Education
Bachelor of Engineering - Mechanical
Prathyusha Engineering College
07.2015 - 04.2019
Higher Secondary Certificate - undefined
Madras Christian College Higher Secondary School
03.2014 - 04.2015
Skills
Microsoft Power BI
undefinedCertification
Tableau Certified, Simplilearn, 03/25
Accomplishments
- Recognized as 'Best Business Support Associate' during the annual Rewards & Recognition program for outstanding performance and leadership.
- Awarded 'Special Jury Prize' for Best Manufacturing Team in the National E-Kart Championship.
Projects And Impact
- Process Optimization Initiative: Led the redesign of customer service workflows, resulting in a 25% reduction in errors and a 20% faster resolution time.
- Salesforce UAT Testing: Provided actionable feedback during multiple testing phases, improving tool usability and operational efficiency across departments.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementQuote
Fall seven times; stand up eight.
Japanese proverb
Software
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Timeline
Business Support Associate
NTT Data Global Delivery Services
09.2022 - 01.2025
Product Support Associate
Sutherland Global Solutions
09.2020 - 08.2022
Bachelor of Engineering - Mechanical
Prathyusha Engineering College
07.2015 - 04.2019
Higher Secondary Certificate - undefined
Madras Christian College Higher Secondary School
03.2014 - 04.2015
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