Summary
Overview
Work History
Education
Skills
Timeline
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Aditi Shirodkar

New Westminster,BC

Summary

Experienced problem solver with a thirst for knowledge and exceptional communication skills. Ready to contribute to team success and drive positive outcomes. Eager to tackle new challenges and advance organizational goals with dedication and enthusiasm.

Overview

17
17
years of professional experience

Work History

Lead Customer Support Expert

Productboard
06.2020 - Current
  • Collaborate with sales, product marketing, and engineering teams to communicate product capabilities and align solutions with business needs.
  • Provide structured feedback to product managers based on customer interactions, helping shape product roadmaps.
  • Worked directly with stakeholders from different departments including business users, IT, and product—to gather, clarify, and document detailed business requirements, helping ensure everyone was on the same page from day one.
  • Escalate complex cases and coordinate resolution with engineering, legal, and technical teams.
  • Acted as the go-between for QA and product teams, sharing user insights and feedback that led to meaningful product improvements and faster bug resolutions.

Business System Analyst

Tata Consultancy Services Pvt Ltd
01.2015 - 04.2019
  • Led initiatives to resolve complex customer issues, achieving a 99% customer satisfaction rate while managing over 300 resolutions monthly.
  • Managed complex change requests, ensuring they were properly scoped, escalated when needed, and resolved efficiently and accurately.
  • Created detailed wireframes for website designs, improving user interface clarity and Developed test strategies and cases, ensuring robust pre-user acceptance testing.
  • Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.

Senior Analyst

Maersk Global Services Pvt Ltd
01.2014 - 01.2015
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
  • Generated standard and custom reports to provide insights into business performance.

Assistant Manager

NSDL Database Management Ltd
01.2013 - 01.2015
  • Served as a key point of contact for client communications, efficiently managing and resolving 60+ daily inquiries while maintaining a high standard of service—supporting ongoing engagement throughout the project lifecycle.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Scheduled staff shifts to ensure proper coverage during peak hours without exceeding labor budgets.
  • Participated in software and system testing, developing and executing test scenarios to validate functionality, reliability, and alignment with business requirements—supporting quality assurance efforts and user acceptance testing (UAT).

Senior Software Engineer

Accenture Services Pvt Ltd
08.2008 - 09.2010
  • Facilitated communication between clients and development teams, fostering a shared understanding that enhanced project outcomes and client satisfaction.
  • Collaborated with onshore teams to align software solutions with client needs
  • Maintained comprehensive documentation of development work, facilitating knowledge sharing among team members.
  • Corrected, modified and upgraded software to improve performance.

Education

MBA - Finance

University Of Mumbai - Vidyalankar Institute Of Technology
05.2012

Bachelor Of Engineering - Computer

University Of Mumbai - Vidyalankar Institute Of Technology
05.2008

Skills

  • SaaS platform support
  • Requirements analysis and prioritization
  • Cross-functional stakeholder communication
  • Documentation management
  • PSM I certified in agile
  • Certified project management professional (PMP)
  • Data analysis expertise

Timeline

Lead Customer Support Expert

Productboard
06.2020 - Current

Business System Analyst

Tata Consultancy Services Pvt Ltd
01.2015 - 04.2019

Senior Analyst

Maersk Global Services Pvt Ltd
01.2014 - 01.2015

Assistant Manager

NSDL Database Management Ltd
01.2013 - 01.2015

Senior Software Engineer

Accenture Services Pvt Ltd
08.2008 - 09.2010

Bachelor Of Engineering - Computer

University Of Mumbai - Vidyalankar Institute Of Technology

MBA - Finance

University Of Mumbai - Vidyalankar Institute Of Technology

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