Gunasmitha Y

Accomplished Senior Product Analyst with over 3.8 years of experience in the Fin-Tech and Ed-Tech sectors. Proven
expertise in Technical Support, Technical leadership, process optimization, and cross-functional collaboration. Adept at leveraging data-driven insights to enhance system efficiency, drive process improvements, and deliver exceptional customer experiences. Consistently recognized for mentoring peers and successfully resolving complex technical issues to optimize support operations.

Application Analyst | Q2 Software | Bangalore | Feb 2025 - Jun 2025
1. Guided technical case reviews and ensured thorough documentation using internal tools like Q Tools and Snowflake.
2. Maintained high-quality service by enforcing established processes and documentation standards.
3. Mentored and coached peers to foster a collaborative and knowledgeable team environment.
4.Provided premium customer service to enterprise-level clients, resolving technical issues promptly and effectively.
5.Troubleshot and resolved technical issues by analyzing application logs, with a strong understanding of U.S. banking processes like ACH payments and wire transfers.

Senior Product Analyst | Anthology Inc. | Bangalore | Nov 2021 - Feb 2025
1.Collaborated with Engineering and Supportability teams to identify product defects and lead automation and
scalability initiatives.
2. Drove product and process improvements that enhanced customer experience and support efficiency.
3. Developed and implemented innovative solutions by partnering with engineering teams to address product issues.
4. Resolved complex data-related issues in partnership with the Data Services team.
5. Led community-building initiatives and technical training programs for new hires and colleagues.
6. Managed and resolved complex technical issues for enterprise clients.
7. Maintained a 94% average Quality Score, demonstrating high standards in service delivery.
8. KPI’s of the Organization:
a. Exceeded the monthly Case Closure target of 30 cases, achieving an average of 140%.
b. Increased the Call rate by 200% through proactive client communication.
c. Achieved an average NPS of 82% by effectively managing client expectations.

Domain: Bachelors of Engineering - Electrical and Electronics (2017 - 2021)

University: Dayananda Sagar Academy of Technology and Management

CGPA: 7.90