Summary
Overview
Work History
Education
Skills
Key Achievements Projects
Certifications Training
Timeline
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Praveen Parthasarathy

Pleasanton,CA

Summary

Results-driven Product Support Team Lead with 10+ years of experience in supply chain logistics, customer operations, and process automation. Skilled in leading global support teams, implementing automation solutions (UiPath, MySQL, Java), and optimizing workflows for increased efficiency. Expertise in CRM tools, cloud technologies, and analytical reporting. Passionate about enhancing service delivery, reducing operational inefficiencies, and fostering team collaboration.

Overview

10
10
years of professional experience

Work History

Product Support Team Lead, Customer Operations

WiseTech Global (US) Inc.
01.2020 - Current
  • Led a global customer operations team across multiple time zones, ensuring 99% issue resolution within SLA
  • Developed and refined RPA bots to automate repetitive customer support tasks, improving productivity
  • Managed Salesforce CRM workflows, optimizing case management, escalation handling, and reporting to enhance response times
  • Optimized system uptime by tracking performance metrics and working with DevOps teams for proactive issue resolution
  • Collaborated with engineering, product, and sales teams to align support operations with business objectives
  • Supported Class I railroads (CSX, Union Pacific, Norfolk Southern) by ensuring adherence to industry service standards and regulations
  • Implemented workflow improvements that optimized customer issue resolution, escalation protocols, and team collaboration
  • Led process reengineering initiatives, reducing inefficiencies and improving SLA adherence
  • Designed and conducted training programs on intermodal industry knowledge, automation tools, and enterprise software solutions
  • Delivered regular reports and dashboards on customer service performance, utilizing Excel (macros, Power Query) and Power BI
  • Analyzed large datasets to track key performance indicators (KPIs), customer satisfaction (CSAT), and service efficiency
  • Spearheaded training initiatives on intermodal logistics and Blume products for new hires
  • Acted as a liaison between customers, product, and sales teams to streamline operational strategies

Product Support Consultant

E2open, LLC
01.2015 - 01.2020
  • Provided technical support for BI tools, ETL processes, and cloud-based applications
  • Managed and monitored MySQL & Oracle databases, ensuring optimal performance
  • Identified and escalated critical issues to the development and QA teams, ensuring quick resolution
  • Conducted feature testing before production release to ensure seamless system functionality
  • Developed automation scripts for data uploads, reducing processing time by 30%

Education

Master of Computer Applications (MCA) -

Asan Institute of Management, University of Madras

Bachelor of Science - Computer Science

Sree Narayana Guru College

Skills

  • UiPath
  • Process Automation
  • MySQL
  • Oracle DB
  • SQL Query Optimization
  • Java
  • Python
  • XML
  • APIs
  • Salesforce
  • QlikView
  • Yellowfin Reports
  • AWS
  • Monitoring Tools
  • Informatica
  • Tableau
  • Agile
  • Scrum
  • Risk Management
  • Training
  • Mentoring
  • Performance Management

Key Achievements Projects

  • Automated recurring customer support tasks using UiPath, reducing handling time by 40%.
  • Led a team of 10+ support engineers, ensuring 24/7 global coverage with high service levels.
  • Designed and implemented dashboard reports for operational performance tracking.
  • Trained 50+ employees on intermodal logistics processes and Blume products.

Certifications Training

  • UiPath RPA Developer – Process Automation Certification
  • SQL Bootcamp – Advanced SQL for Data Analysis
  • AWS Cloud Practitioner (Basics) – Cloud Fundamentals
  • ITIL Certification (Service Management) – IT Service Operations

Timeline

Product Support Team Lead, Customer Operations

WiseTech Global (US) Inc.
01.2020 - Current

Product Support Consultant

E2open, LLC
01.2015 - 01.2020

Bachelor of Science - Computer Science

Sree Narayana Guru College

Master of Computer Applications (MCA) -

Asan Institute of Management, University of Madras

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Praveen Parthasarathy