Prasanth V

9-year SaaS professional specializing in customer onboarding, health reporting, and escalation management. Proficient in Power BI, Salesforce CRM, SQL, Python, and Power Automate. CSPO-certified with a product mindset and a track record of improving retention, reducing escalations, and delivering data-driven insights for enterprise clients.

Associate Lead Analyst at Customer Analytics (2022-01 – 2025-09)

• Dashboards: Built 25+ Power BI dashboards on The Hub tracking usage trends, churn signals, and operational KPIs — cutting adoption gap detection by 40%.
• Automation: Automated The Hub's reporting and notification pipelines via Python, Power Automate, and SharePoint — eliminating 20+ manual hours monthly and reducing errors by 50%.
• Onboarding: Led enterprise user onboarding onto The Hub, coordinating across product and support teams — reducing average resolution turnaround by 30%.
• Escalations: Conducted root cause analysis on recurring The Hub escalations, driving cross-functional systemic fixes — cutting repeat incidents by 20%.

Product Analyst at Clarivate Analytics (2018-07 – 2021-12)

• CRM reporting: Built and maintained Salesforce dashboards for the EndNote product line — improving team visibility into support workload and efficiency by 15%.
• User research: Led 25+ structured feedback sessions, surfacing friction points that directly contributed to a 20% reduction in recurring product defects.
• Documentation: Authored 20+ knowledge base articles and user guides — improving self-service adoption and cutting repetitive inbound support queries.
• Recognition: Received CEO's Colleague of the Quarter award for conversion efforts influencing 20+ prospective users.

Technical Support Engineer at Sutherland Global Services (2015-10 – 2018-05)

• Resolution: Resolved 1,200+ Microsoft Windows and Office incidents annually — maintaining 90%+ CSAT and 95%+ first-contact resolution rate.
• Pattern analysis: Identified 50+ recurring issue patterns, escalating structured findings to engineering teams — reducing repeat incidents by 20% and turnaround by 30%.
• Leadership: Appointed SME for a 10-member team, providing technical coaching and process guidance — driving a 15% improvement in team CSAT scores.

MBA in Human Resources Management – University of Madras

B.E. in Electronics & Communication Engineering – Anna University