Ajay Godson

Detail-oriented Senior Operations Associate transitioning into Agile Business Analysis, with expertise in Scrum, stakeholder communication, and process improvement. Experienced in backlog management, user story creation, and cross-functional collaboration.

Senior Operations Associate - Opendoor - Chennai

(2024-04)

Agile Operations, Vendor Coordination & Workflow Tracking

• Managed an average of 20–25 Zendesk tickets per day, tracking items, vendor updates, blockers, and project closure status in an SLA-driven environment.
• Coordinated with external vendors to follow up on project completion, remove workflow delays, and ensure timely closure of assigned operational tasks.
• Supported backlog-style task prioritization by monitoring pending tickets, vendor dependencies, and high-priority items through Zendesk.
• Identified workflow blockers related to vendor delays, incomplete updates, and pending actions, escalating issues to ensure uninterrupted project progress.
• Performed vendor sourcing to identify new vendors, expand service availability, and support timely project execution across operational workflows.
• Maintained accurate documentation of ticket progress, vendor communication, and project completion status to improve transparency and reporting.

Customer Service Specialist - Sitel - Chennai

(2021-04 - 2021-12)

• Handled 20–30 customer interactions per day for Virgin Mobile Canada, resolving billing, service plan, account, and technical issues in a fast-paced environment.
• Managed customer cases within CRM systems, documenting issue details, resolution steps, and follow-up actions to ensure accurate workflow tracking.
• Prioritized customer issues based on urgency, SLA requirements, and complexity to ensure timely resolution and consistent service delivery.
• Collaborated with cross-functional support teams to resolve escalated billing and technical concerns, improving issue resolution quality.
• Identified recurring customer issues and service patterns, supporting process improvement and stronger operational efficiency.

B.E. - ELECTRONICS AND COMMUNICATION ENGINEERING - Vel Tech (2020) Avadi