Laxmi Verma

Results-driven Business Analyst and Product Support Specialist with 6+ years of experience across SaaS, ERP, and CRM platforms. Proven expertise in requirement gathering, API integrations, data analysis, UAT testing, and stakeholder management. Consistent track record of improving product adoption, reducing ticket resolution times, and achieving 95%+ SLA compliance.

Proficient in SQL, advanced Excel, AI-assisted analytics, and Agile methodologies. Actively seeking roles in Product Support, ERP/CRM Implementation, Application Support, or Business Analysis.

Senior Application Support Engineer – Product Success Focus at Vinculum Solutions Pvt. Ltd. (2021-12 – 2026-01)

Managed end-to-end client lifecycle including onboarding, implementation, and post-go-live support for SaaS/ERP products across multiple brands and retail clients.

• Managed end-to-end client lifecycle including onboarding, implementation, and post-go-live support for SaaS/ERP products across multiple brands and retail clients.
• Improved ticket resolution time by 25% through structured triaging, prioritization, and escalation management using Helpdesk ticketing systems.
• Achieved 95%+ SLA compliance consistently, driving high customer satisfaction and retention across all assigned accounts.
• Gathered and documented business requirements, user stories, and functional specifications; translated them into actionable solutions for engineering and product teams.
• Led API integrations with third-party platforms, improving system efficiency, data accuracy, and reducing order failure rates.
• Increased product adoption by 20% through targeted client training, documentation, and proactive engagement strategies.
• Conducted UAT testing to validate business requirements and ensure quality product releases.
• Performed root cause analysis (RCA) on recurring incidents, reducing repeat issues by 30%.
• Analysed SQL data and system logs to generate actionable insights and drive performance improvements.
• Collaborated cross-functionally with product, engineering, and DevOps teams for feature enhancements and system upgrades.

Application Support Engineer at Ind Innovation Pvt. Ltd. (2019-08 – 2021-09)

Provided L1/L2 support for ERP (PeopleSoft) and CRM (Salesforce) platforms across multiple enterprise clients.

• Provided L1/L2 support for ERP (PeopleSoft) and CRM (Salesforce) platforms across multiple enterprise clients.
• Gathered and translated client requirements into functional solutions, reducing ambiguity between business and technical teams.
• Built custom reports and dashboards in Salesforce to deliver actionable business insights to stakeholders.
• Reduced escalation rates through proactive issue identification and resolution before SLA breaches.
• Performed data analysis and root cause identification to minimize recurring incidents and improve system reliability.

Website Developer (Internship) at Infoseek Pvt. Ltd. (2017-01 – 2017-07)

Developed web applications and optimized database performance.

• Developed web applications using HTML, CSS, JavaScript, PHP, and MySQL.
• Optimized database queries and backend logic for improved application performance.

Master of Computer Applications in Computer Applications – Dr. A.P.J. Abdul Kalam Technical University (AKTU), Lucknow (2017)

Bachelor of Science in Science – University of Lucknow (2014)