Summary
Overview
Work History
Education
Skills
Certification
Languages
Key Projects
Timeline
Generic

Akshara Thummalapally

Summary

Detail-oriented and results-focused Business Analyst with over 1.8 years of experience analyzing business needs, streamlining processes, and implementing technology solutions across CRM and enterprise systems. Proven success in gathering and translating complex requirements into clear, actionable insights to drive business improvements. Skilled in stakeholder engagement, process mapping, UAT coordination, and cross-functional collaboration. Experienced in working with tools like JIRA, Confluence, Excel, and Lucidchart, and delivering data-backed recommendations to support strategic decisions. Adept at bridging the gap between technical teams and business users to ensure solutions align with organizational goals.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Salesforce Business Analyst (Formerly Admin)

American Express
New York
01.2024 - 04.2025
  • Acted as the functional bridge between technical Salesforce teams and business stakeholders to ensure successful translation of requirements into scalable Salesforce solutions.
  • Led requirement-gathering sessions with Product Owners and end-users to define user stories and process improvements across Service Cloud and Marketing Cloud.
  • Designed and refined business processes around case handling and customer service using Salesforce Omni-Channel and automated workflows.
  • Partnered with Marketing stakeholders to understand campaign goals and built multi-step Journey Builder automations in Marketing Cloud that improved email open rates by 18%.
  • Delivered insights through custom reports and dashboards, enabling leadership to make data-driven decisions for sales forecasting and service case volumes.
  • Performed impact analysis for Salesforce releases, ensuring smooth deployment with minimal disruption to business processes.
  • Coordinated with QA and UAT teams to validate that Salesforce solutions met business needs and regulatory requirements.
  • Created comprehensive user guides, training decks, and SOP documentation to onboard new users and increase Salesforce adoption.
  • Recommended system enhancements based on stakeholder feedback, resulting in improved user satisfaction and system efficiency.
  • Created workflows and approval processes to automate repetitive tasks, cutting down manual work and response time by 30%.

Salesforce Administrator

American Express
New York
09.2023 - 01.2024
  • Worked closely with client-side Business Analysts and Product Managers to gather, document, and analyze requirements during multiple Salesforce implementation projects.
  • Designed scalable solutions on Salesforce Sales and Service Cloud by translating business workflows into technical designs using Apex, LWC, and Flows.
  • Conducted root cause analysis on business pain points, and proposed system changes that reduced repetitive manual tasks by 40%.
  • Facilitated stakeholder demos and sprint reviews to ensure continuous feedback and solution alignment with evolving business priorities.
  • Supported change management efforts by creating training materials and assisting business users during go-live and post-deployment phases.
  • Contributed to backlog grooming and sprint planning, ensuring clarity and priority of business requirements.
  • Collaborated with cross-functional teams to align Salesforce functionality with business objectives across Marketing, Customer Service, and Sales departments.
  • Identified data quality issues and collaborated with teams to define data governance practices, improving CRM reporting accuracy.
  • Translated complex business needs into user stories and wireframes that guided development teams in building impactful Salesforce solutions.

Education

Master of Science - Computer Science

Campbellsville University
Campbellsville, KY
08-2026

MBA - Fintech

University of Nebraska At Omaha
Omaha, NE
08-2022

BBA - Fintech

ICFAI BUSINESS SCHOOL
INDIA
05-2020

Skills

  • Business Requirements Gathering
  • Salesforce CRM (Sales Cloud, Service Cloud, Marketing Cloud)
  • Salesforce Lightning Experience
  • Salesforce Flow & Process Automation
  • Apex (basic understanding for BA role)
  • SOQL & Data Loader
  • Reports & Dashboards
  • Omni-Channel Case Management
  • Journey Builder & Automation Studio
  • User Story Writing (Agile)
  • Process Mapping & Optimization
  • Salesforce Service Cloud & Marketing Cloud
  • User Stories & Acceptance Criteria
  • Data Analysis & Reporting
  • Omni-Channel & Skills-Based Routing
  • Agile/Scrum Methodology (Rally, Confluence)
  • UAT Coordination & Documentation
  • Cross-Functional Stakeholder Collaboration
  • Campaign Segmentation & Journey Builder
  • Problem Solving & Critical Thinking
  • Verbal and Written Communication
  • Adaptability and continuous learning
  • Time Management & Prioritization
  • Team Collaboration & Relationship Building
  • Strong Communication & Presentation Skills
  • Cross-Functional Collaboration
  • Analytical Thinking & Problem Solving
  • Detail-Oriented & Process-Driven
  • Customer-Centric Approach
  • Quick Learner with Adaptability
  • Self-Starter & Team Player
  • JIRA / Confluence
  • Microsoft Excel (Advanced)
  • Tableau
  • Lucidchart
  • Slack / MS Teams

Certification

• Salesforce Certified Administrator.

• Salesforce Certified Platform Developer I.

• Salesforce Certified Platform Developer 2

• Salesforce Certified Service Cloud Consultant

Languages

English
Native/ Bilingual
Telugu
Native/ Bilingual
Hindi
Full Professional

Key Projects

Project: Omni-Channel & Case Routing Optimization

  • Automated case routing using Omni-Channel, Skills-Based, and Capacity-Based logic.
  • Reduced SLA violations by implementing milestone tracking and case escalation rules.
  • Enhanced agent productivity and improved CSAT by optimizing workload distribution.

Project: Banking Product Types Enhancement

  • Collaborated with business and data teams to enhance Salesforce data models for new banking products.
  • Designed logic for identifying product roles (primary, joint, secondary) using C360 integration.
  • Prevented unnecessary data refreshes and optimized batch jobs for better system performance.

Project: Lead Conversion Process Optimization

  • Gathered requirements from Sales and Marketing teams to streamline lead qualification in Salesforce.
  • Mapped the lead lifecycle, identified bottlenecks, and defined automation strategies.
  • Created user stories and acceptance criteria; led UAT and collaborated with developers to deploy updates.
  • Built dashboards to track lead conversion and improved data accuracy.
  • Outcome: Improved lead conversion by 25% and reduced lead response time by 35%.

Project: Case Management Redesign (Service Cloud)

  • Conducted business analysis to optimize customer support case workflows.
  • Documented requirements, mapped current vs future state, and introduced automated case escalations.
  • Leveraged Salesforce Omni-Channel, Skills-Based Routing, and SLAs to enhance customer experience.
  • Outcome: Reduced SLA violations by 40% and improved customer satisfaction scores.

Timeline

Salesforce Business Analyst (Formerly Admin)

American Express
01.2024 - 04.2025

Salesforce Administrator

American Express
09.2023 - 01.2024

Master of Science - Computer Science

Campbellsville University

MBA - Fintech

University of Nebraska At Omaha

BBA - Fintech

ICFAI BUSINESS SCHOOL

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Akshara Thummalapally