Teresa Rupina Rao
Gurgaon
Summary
Detail-oriented Product Analyst with a strong background in Production Support and SaaS application support. Experienced in SQL, incident management, Jira, API monitoring, root cause analysis, and business process improvement. Proven ability to analyse product performance, troubleshoot issues, collaborate with development and business teams, and translate business requirements into actionable solutions. Passionate about leveraging data to enhance product quality, user experience, and operational efficiency
Overview
15
15
years of professional experience
Work History
Production Support (Started as a Customer Service
Advatix Logistic Supply Chain
Gurgaon
02.2020 - 06.2026
- Production Support Associate is responsible for monitoring, maintaining, and supporting live production systems to ensure smooth business operations. The role involves working on incident management, database queries, and issue resolution using tools like Jira and SQL databases.
- Coordinated with development, QA, and DevOps teams to resolve production issues, ensuring timely solutions and minimising downtime.
- Updated ticket status, comments, and resolution details in Jira.
- Investigated recurring issues and conducted root cause analysis (RCA) to identify underlying problems and prevent future occurrences.
- Replicated and analysed production issues in Warehouse Management System (WMS) to support effective troubleshooting and enhance system reliability.
- Monitored SaaS applications via web-based platforms (e.g., ACS stands for Advatix Cloudsuite) and mobile WMS applications, handled API-related issues, ensured system uptime, and supported production deployments.
- Tracked shipments to ensure timely delivery and accurate inventory management., warehouse management systems, delivery exceptions
Customer Service Representative
Stealth Mode Pvt Ltd.
Gurgaon
12.2016 - 03.2019
- Developed and maintained relationships with new and existing clients, ensuring high-quality service delivery.
- Managed client and partner concerns by coordinating effective issue resolution.
- Conducted training sessions for team members on e-commerce processes and operational workflows.
Customer Service Executive
Cloudnine hospital
Gurgaon
01.2016 - 11.2016
- Resolved customer inquiries and issues promptly through call, email, and chat support, enhancing customer experience.
- Ensured high levels of customer satisfaction through effective communication and support.
- Collaborated with internal teams to efficiently resolve service-related problems, improving overall service delivery.
- Updated customer records and maintained CRM systems to ensure data accuracy and support effective customer service.
Manning Executive
Aastha Maritime Pvt Ltd
Gurgaon
01.2015 - 08.2015
- Managed vessel manning, ensuring deployment of qualified, medically fit seafarers compliant with STCW regulations.
- Handled end-to-end recruitment processes for seagoing personnel, including briefing, screening, interviewing, and selection.
- Maintained updated crew lists for all assigned vessels to ensure accurate manpower tracking.
- Verified candidate documentation and employment records prior to onboarding; maintained accurate post-engagement records.
Assistant to the Tea Taster
Amar Tea Company
Kolkata
06.2011 - 08.2012
- Assisted Tea Taster with sample handling, preparation, and record management to ensure accurate evaluation of tea quality.
- Managed documentation and reports on tea quality and operational activities to support data-driven decision-making.
- Coordinated with internal teams to facilitate effective communication and streamline workflow processes.
Education
Bachelor of Arts - English
Maharaja Agrasen Himalayan Garhwal University
Pauri Garhwal, IN-UK01-2018
National Institute of Open Schooling
Kolkata, WB01-2010
Arts - English
National Institute of Open Schooling
Kolkata, WB01-2008
Skills
Technical Skills
- SQL: Basic to Intermediate (Database Queries & Data Retrieval)
- Jira: Incident & Ticket Management
- Warehouse Management System (WMS)
- SaaS Application Support
- API Monitoring & Troubleshooting
- Root Cause Analysis (RCA)
- Incident Management & Production Support
- Microsoft Excel: Pivot Tables, VLOOKUP/XLOOKUP, Charts, Data Analysis & Reporting
- Microsoft PowerPoint
- AI Tools: ChatGPT, Microsoft Copilot, Claude, Julius AI
- AI Productivity: Creating professional presentations in under 5 minutes using AI tools
- Process Documentation & Knowledge Management
- Data Analysis & Reporting
- Problem Solving & Troubleshooting
- Effective Communication
Timeline
Production Support (Started as a Customer Service
Advatix Logistic Supply Chain
02.2020 - 06.2026
Customer Service Representative
Stealth Mode Pvt Ltd.
12.2016 - 03.2019
Customer Service Executive
Cloudnine hospital
01.2016 - 11.2016
Manning Executive
Aastha Maritime Pvt Ltd
01.2015 - 08.2015
Assistant to the Tea Taster
Amar Tea Company
06.2011 - 08.2012
Bachelor of Arts - English
Maharaja Agrasen Himalayan Garhwal University
National Institute of Open Schooling
Arts - English
National Institute of Open Schooling