Sriram Rangan Gopinathan
Senior Business System Analyst @Tonal
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WORK HISTORY
Senior Business System Analyst @Tonal
Toronto, ON, CA
Technical Product Owner & Senior BSA owning Salesforce platform transformation across Retail and Care operations — delivering $60K annual savings, 33% agent productivity improvement, 24% reduction in case resolution time, 100% order-creation accuracy.• Led end-to-end migration of Retail support platform from Drift to Salesforce Einstein Bot — replicating 98% bot logic with Omni-Channel routing and Supervisor dashboards, delivering $60K annual savings and 33% improvement in agent productivity and response times.• Designed Amazon Connect IVR escalation workflows integrated with Salesforce, enabling priority-based routing and reducing resolution time for high-priority cases by 24% while improving SLA compliance.• Architected a 4-phase Order-to-Cash framework (NetSuite → Salesforce) covering customer creation, order hierarchy, entitlement mapping, and exception handling — achieving 100% order-creation accuracy across all partner rollouts, eliminating reconciliation delays entirely.• Led Retail Voice enablement via Amazon Connect CTI integrated with Salesforce, enabling click-to-dial, call tracking, and unified activity reporting — improving sales follow-up efficiency and leadership visibility into call performance across Retail operations.• Led GetFeedback → SurveyMonkey platform migration with Salesforce Flow-triggered surveys, centralizing survey design and response analytics — improving CSAT tracking and CX insights across Care operations.• Partnered with data engineering teams to enhance the Salesforce-Fivetran-Databricks-dbt-Looker analytics pipeline, enabling accurate CRM event data transformation and reliable operational dashboards for Retail performance insights.• Owned backlog prioritization, sprint planning, and UAT coordination — translating business needs into user stories and acceptance criteria while ensuring delivery alignment and release readiness in Agile environments.
EDUCATION
SRM IST Chennai
Master of Business Administration (MBA), Business Administration and Management, General
Prince Shri Venkateshwara Padmavathy Engineering College
Bachelor’s Degree, Information Technology
Conestoga College
Postgraduate Degree, Project Management
Conestoga College
Postgraduate Degree, Supply Chain Management Global
ABOUT SRIRAM RANGAN GOPINATHAN
I\'m a Senior Business Systems Analyst and Platform Product Owner with 5+ years of experience owning and scaling Salesforce-led revenue technology systems in high-growth SaaS environments — delivering measurable outcomes across CRM governance, enterprise integrations, and GTM operations.My work sits at the intersection of product ownership, Agile delivery, business analysis, platform strategy, and cross-functional execution. I specialize in translating data-driven business problems into scalable platform solutions — leading stakeholder discovery, documenting requirements, coordinating test plans, and driving end-to-end implementations in Agile environments.At Tonal, I\'ve led platform transformation initiatives that delivered measurable outcomes:$60K in annual cost savings, 33% improvement in agent productivity, 24% reduction in case resolution time, and 100% order-creation accuracy across partner rollouts — through enterprise integrations spanning Salesforce, Amazon Connect, Shopify, and NetSuite.I collaborate closely with Engineering, Data, and Operations (Retail/Care/Logistics) teams to prioritize backlogs, define product requirements, and deliver high-impact platform releases. I bring a strong foundation in regulated environments from my time at City Union Bank, where I supported CRM configuration, UAT coordination, and requirements documentation in a compliance-driven banking setting.Currently exploring Product Manager, Senior BSA, Technical Product Owner, and Platform Product Owner opportunities in Canada (Toronto-based, open to remote and hybrid) where I can bring this experience to a larger enterprise environment.Certifications: CSPO® · CSM® · CAPM® · Salesforce Certified Business AnalystEducation: MBA (Data Analytics & Finance) · PG Diploma in Project Management
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