Bhavya Sree M
Business Operations Analyst
Bengaluru
Summary
Results-driven Business Operations & MIS Professional with over 6 years of cross-functional experience spanning IT (Salesforce ecosystem), Logistics, and Aviation. Proven expertise in bridging the gap between data analytics and ground operations to drive process improvements. Highly skilled in stakeholder management, team coordination, and project administration. Adept at leveraging advanced Excel, Salesforce, SQL, Power BI, and Jira to transform complex data into actionable business strategies and executive-level dashboards.
Overview
7
7
years of professional experience
Work History
Badge Analyst / Operations Analyst
Salesforce (TEKsystems Payroll)
06.2024 - Current
- Tracked, managed, and resolved daily operational tickets, ensuring strict adherence to Service Level Agreements (SLAs) and process compliance.
- Acted as the primary liaison between internal teams, managing access and operational requests via Salesforce's internal CRM (Supportforce).
- Collaborated with cross-functional teams to streamline badge issuance processes, reducing turnaround time significantly.
- Extracted and analyzed operational data using Google Sheets & Salesforce to identify bottlenecks in ticket resolution, presenting findings to senior management.
- Assisted leadership with PMO-related administrative tasks, tracking project timelines, managing stakeholder communications, and ensuring cross-departmental alignment.
Business Analyst
Cemech Luxury Paints
01.2023 - 05.2024
- Managed cross-functional operations and business improvement projects across Sales, HR, and Supply Chain, ensuring seamless execution and timely task closures.
- Acted as the primary stakeholder liaison between executive management, internal teams, and vendors, facilitating meetings and driving action items from MOMs to completion.
- Maintained critical business databases and delivered regular MIS reports to leadership, providing actionable insights on overall business and sales performance.
Business Analyst
Varuna Logistics
06.2022 - 12.2022
- Delivered comprehensive MIS reports and dashboards tracking delivery timelines, cost metrics, and efficiency gaps to support leadership in strategic decision-making.
- Acted as the primary coordination point between the Zonal Head and ground operations teams, consolidating performance data for weekly executive summaries.
MIS Lead
Delhivery Ltd.
12.2020 - 06.2022
- Led last-mile and mid-mile logistics operations, managing daily productivity, vendor coordination, and tracking operational KPIs for regional leadership.
- Supported senior management with executive communications, calendar management, and data preparation to drive decision-making during high-level review meetings.
- Facilitated training sessions for team members on internal MIS tools, significantly improving staff proficiency, system utilization, and data reporting accuracy.
- Identified operational performance gaps and recommended actionable process improvements to enhance team productivity, maintain KPI compliance, and support HR during recruitment drives.
Passenger Service Executive
Celebi (British Airways)
09.2019 - 11.2020
- Ensured smooth passenger handling, conflict resolution, and operational compliance during critical flight delays and cancellations.
- Managed high-pressure frontline customer operations, overseeing check-in, boarding sequencing, and real-time flight logistics.
- Driven business growth by actively upselling premium services, successfully increasing station ancillary revenue.
Education
BBA -
Bharathiar University
Coimbatore, India 04.2001 -
MBA - Data Science & Analytics
Manipal University
Jaipur 04.2001 -
Skills
Business Analysis
Project Management (PMO)
Workforce Management (WFM)
Process Optimization
SLA & KPI Tracking
Stakeholder Engagement
Cross-Functional Coordination
SQL & Power BI
Jira (Agile/Scrum)
Advanced MS Excel
Google Sheets
Salesforce (Supportforce)
Vendor Management
Executive Communication
Timeline
Badge Analyst / Operations Analyst
Salesforce (TEKsystems Payroll)
06.2024 - Current
Business Analyst
Cemech Luxury Paints
01.2023 - 05.2024
Business Analyst
Varuna Logistics
06.2022 - 12.2022
MIS Lead
Delhivery Ltd.
12.2020 - 06.2022
Passenger Service Executive
Celebi (British Airways)
09.2019 - 11.2020
MBA - Data Science & Analytics
Manipal University
04.2001 -
BBA -
Bharathiar University
04.2001 -
Projects
SLA & Workforce Capacity Analysis (Self-Led Project)
Tools Used: SQL, Power BI, Advanced Excel
- Extracted and cleaned a mock dataset of 10,000+ operational support tickets using SQL (utilizing Joins, Aggregations, and Window Functions) to identify root causes of Service Level Agreement (SLA) breaches.
- Developed an interactive Power BI dashboard to visualize agent performance, ticket volume trends, and peak operational hours.
- Provided actionable business insights for better workforce rostering and capacity planning (WFM), mirroring real-world IT and logistics operations.
Agile Workflow & PMO Dashboard Implementation (Self-Led Project)
Tools Used: Jira, JQL (Jira Query Language), Agile/Scrum Methodologies
- Configured a custom Jira workspace to simulate a Project Management Office (PMO) environment, designing the hierarchy for Epics, User Stories, and operational tasks.
- Implemented Agile workflows to track cross-functional bottlenecks and used JQL to filter overdue tasks and resource constraints.
- Built automated project health dashboards within Jira to provide leadership with real-time visibility into sprint velocity and project completion rates.