Pooja Seriyala
Rangareddy
Summary
Dynamic Senior Functional Analyst with extensive experience at Xoriant, specializing in Zendesk implementations and customer success. Proven track record in driving platform adoption and optimizing workflows, enhancing operational efficiency. Skilled in Agile project management and relationship building, delivering impactful solutions that elevate client satisfaction and streamline processes.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Senior Functional Analyst/Consultant
Xoriant
Hyderabad
03.2025 - Current
- Zendesk Implementation Senior Consultant Remote (Global Customers – US & Europe) 03/2025 – Present · Led end-to-end Zendesk implementation projects including discovery, solution design, configuration, testing, deployment, and hypercare support. · Configured and customized Zendesk products such as Support, Guide, Chat/Messaging, Explore, Talk, and AI/Automation features. · Gathered business requirements and translated them into scalable Zendesk solutions with workflows, SLAs, ticket routing, automations, triggers, macros, and reporting dashboards. · Acted as a trusted advisor and subject matter expert, conducting workshops, solution demonstrations, training, and stakeholder presentations. · Facilitated platform adoption and continuous improvement initiatives, enhancing customer success for enterprise clients. · Coordinated with Product, Engineering, Support, and Customer Success teams to achieve successful project delivery and meet client objectives. · Supported third-party integrations (Salesforce, HubSpot, Dynamics 365, Jira, ServiceNow) and custom requirements. · Maintained implementation documentation, solution designs, and knowledge repositories while contributing to playbooks and process improvements. Key Achievements · Delivered multiple enterprise-scale Zendesk implementations across US and European clients, ensuring smooth go-live and adoption. · Improved customer support operations by designing optimized workflows and automation rules, reducing ticket resolution times. · Strengthened stakeholder relationships by driving consulting engagements and platform optimization initiatives.
- Resolved escalations of functional and technical issues, ensuring timely solutions and maintaining client satisfaction.
Senior Business Analyst
Algonox Technologies
Hyderabad
02.2024 - 09.2024
- Requirements Documentation: To collect, analyze, and document process related artifacts (functional as well as non-functional)
- Collaboration: Liaison with development teams on managing requirements, participating in UAT, and realizing proposed/estimated benefits
- Presales support: Support pre-sales activities for new opportunities via process discovery and requirements gathering sessions
- Monitor project progress and report project results
- Responsible for supervising a project until it is completed
- Coordinating the activities of a team of professionals and tech teams for the purpose of achieving the goal of a given project
- Providing the administrative guidance on project execution
- Communicate the rules and standards to the project members of the team so as to ensure that the rules and regulations are strictly adhered to.
- Process design: To understand clients' business processes, draw up As-Is and design To-be processes
Project Manager
Mantra
Hyderabad
08.2023 - 12.2023
- I possess excellent communication, leadership and interpersonal skills, and the ability to manage multiple priorities simultaneously.
- Organized activities' calendar in accordance with the operating plan.
- Developed new initiatives to support the strategic direction of the organization.
- Develop and sustain long-standing relationships with company-approved vendors.
- Developed a targeted communication strategy to inform employees about the different facets of employee engagement, including Employee Belonging groups, and similar forums.
- Support manager in interfacing with external employee engagement partners for various engagement initiatives.
- Includes an aspect of finance and purchase related operational responsibilities.
- Excellent communication skills and a go-getter.
- Act as POC for Visual / Creative Teams and the Software Development Teams.
- As Project manager I was responsible for leading and collaborating with cross-functional teams to ensure successful delivery of projects.
Program Monitoring unit
I-PAC (Indian Political Action Committee)
11.2022 - 10.2023
- Experience with Tableau for data compiling and organization for a year
- Utilize Agile tools to track and manage project progress
- Knowledge of project management processes and methodologies such as Agile, Waterfall, and Scrum
- Proficient in using project management software and tools such as JIRA and MS Project
- Understanding of software development life cycles
- Understanding the functional and strategic attributes of the organization and delivering best-in- industry products.
- Build and maintain an effective communication bridge between Product Managers, the UI Designer & Developer.
- Continuously monitor the efficiency of the platforms and ensure seamless user experience to keep it organizationally relevant.
- Executed and maintained functional areas to plan, maintain and deploy platform software.
- Overseeing the efforts put into developing and maintaining platforms and systems, ensuring efficiency and Stakeholders' satisfaction.
- Develop program assessment KPIs for evaluation of campaigns and individuals and suggest improvements.
- Exposure to working with Tech, UI/UX Designers & Product managers.
- Worked on creating, innovating & design technology-backed internal platforms in collaboration with Web & Mobile app developers.
Assistant Manager
BYJU'S
Hyderabad
11.2021 - 12.2022
- Experience with Tableau to create different charts, graphs, maps, dashboards, and stories for visualizing and analyzing data, to help in making business decisions for 2 years.
- Single point of contact between SMEs, in-house product development teams, and other stakeholders
- Building project timelines, liaison with various stakeholders, and driving the project for completion with in the timelines, cost, and quality benchmarks
- Engaged in partnerships with charitable organizations, including Sneha Society, to contribute to corporate social responsibility – CSR efforts, particularly in the context of event planning.
- Cultivated relationships with local communities, non-governmental organizations, and government bodies to gain a deep understanding of the specific issues facing people.
- Responsible for Annual Recurring Revenue – ARR & Monthly Recurring Revenue – MRR growth for Data Care Program.
- Managing Customer Life-cycle management after-sales increasing the Life-Time Value of the Customer.
- Create a system and process to identify customers with high potential for churn, up-sell, and down-sell.
- Work with marketing to design and implement campaigns to educate our customers to minimize churn by less than 2%.
- Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
- Planning and managing project plans and deliverables for products and learning programs in emerging technologies.
Product Expert
BYJU'S
Hyderabad
06.2019 - 11.2021
- Team management, Resource management & allocation
- Stakeholder management, Client servicing
- Development of Digital content, Course design and development for online learning to be used by faculties for teaching and assessment of students
- Monitor progress dashboard and on-the-call mentoring support with respect to any specific issues.
- Solve day-to-day product-related queries and tech-support issues by following the defined SOPs
- Development of e-learning modules hosted on clients' BYJUS platform
Business Associate
Dell Technologies
Hyderabad
06.2018 - 06.2019
- May facilitate an order audit and quality control process.
- Liaises with cross-functional teams to drive velocity, backlog management, and frictionless rate.
- Responsible for coordinating, conducting, and documenting the larger, more strategic order management projects and communicating results
- End-to-end order management and processing of products, services, and solutions received via sales staff and direct business.
Education
Master of Business Administration - MBA - Business analytics
BITS Pilani Work Integrated Learning Programmes
12-2026
Bachelor of Technology - BTech - Eletronics
JNTUH College of Engineering
Hyderabad01-2018
Skills
- Scrum
- Project Management Software
- Consultant(Functional/Technical)
- Relationship Building
- Agile Project Management
- Project Delivery
- Salesforcecom
- Product Service
- Technical Architecture
- CSM
- Customer Relationship Management – CRM
- Requirements Gathering
- Software as a Service – SaaS
- Software Development Life Cycle – SDLC
- Business Analysis
- Zendesk, ServiceNow, Salesforce
- Stakeholder Management
- User Requirements
Certification
- Zendesk AI agents Advanced Product
- Power BI
- Data Visualization
- UIPath Automation
Timeline
Senior Functional Analyst/Consultant
Xoriant
03.2025 - Current
Senior Business Analyst
Algonox Technologies
02.2024 - 09.2024
Project Manager
Mantra
08.2023 - 12.2023
Program Monitoring unit
I-PAC (Indian Political Action Committee)
11.2022 - 10.2023
Assistant Manager
BYJU'S
11.2021 - 12.2022
Product Expert
BYJU'S
06.2019 - 11.2021
Business Associate
Dell Technologies
06.2018 - 06.2019
Master of Business Administration - MBA - Business analytics
BITS Pilani Work Integrated Learning Programmes
Bachelor of Technology - BTech - Eletronics
JNTUH College of Engineering