Pon Varshini

Business Analyst with prior System Analyst experience in Salesforce ServiceCloud and CRM operations. Experienced in business workflow analysis, process documentation, root-cause analysis, data governance, service desk workflows, reporting, and functional coordination between business/support and technical teams. Analyzed 500+ priority tickets and contributed to measurable improvements in recurring issues, onboarding, customer satisfaction, reporting accuracy, and licensing cost optimization.

Recently strengthened Business Analysis capabilities through coursework and hands-on CRM workflow analysis using SQL, Excel, and Power BI.

Seeking

Salesforce/CRM Business Analyst or Business Systems Analyst opportunities.

System Analyst at Flextronics Technologies

Salesforce ServiceCloud / CRM

• Analyzed and documented Salesforce ServiceCloud business workflows and translated technical processes into clear documentation for cross-functional stakeholders, reducing onboarding time for new support staff by 20%.
• Performed root-cause analysis on 500+ priority login and credential-related tickets, identifying recurring issues and contributing to a 30% reduction in repeat access problems for the support team.
• Diagnosed and resolved high-priority authentication and login failures by coordinating with technical teams on permanent fixes, contributing to an 18% improvement in customer satisfaction score over 3 months.
• Managed Salesforce ServiceCloud user lifecycle activities including user creation, modification, and deactivation through service desk workflows, achieving a 99% on-time resolution rate.
• Prepared monthly data analysis and reporting on inactive users, providing insights that supported license-cost optimization decisions and contributed to a 15% reduction in annual licensing costs.
• Performed data cleanup and governance activities to maintain platform data integrity, improving reporting accuracy by 25%.
• Acted as a functional liaison between business/support teams and technical staff, translating operational requests into actionable requirements and reducing miscommunication-related delays by 20%.
• Built and maintained a Salesforce workflow knowledge base that improved support-team efficiency and reduced repeat tickets by 35%.

Bachelor of Engineering in Computer Science and Technology – Anand Institute of Higher Technology