DEBORAH SRIDHARAN
BUSINESS OPERATIONS
Bangalore,KA
Summary
Detail-oriented professional with 8+ years of experience across business operations, administration, customer service, process coordination, quality assurance, and client support. Experienced in managing operational activities, maintaining accurate records and documentation, preparing reports, handling escalations, coordinating with stakeholders, and supporting process improvements. Strong analytical, organisational, and problem-solving skills with a structured approach to managing priorities, meeting deadlines, and maintaining quality and compliance standards. Holds a B.Com in Accounting & Taxation and an MBA in International Finance, with ACCA currently in progress. Seeking opportunities in business operations, administration, business support, back-office operations, finance operations, and process coordination.
Overview
9
9
Years of professional experience
2
2
Certificates
4
4
Languages
5
5
years of post-secondary education
Work History
Process Leader
CAPITA INDIA PRIVATE LIMITED
Bangalore, Karnataka
04.2021 - Current
- Led day-to-day process operations, providing technical and process guidance to executives to ensure productivity, quality, and compliance.
- Delivered new-hire training, process knowledge sessions, and refresher training, ensuring employees achieved defined competency levels within timelines.
- Conducted quality audits and calibration sessions, identified recurring errors and knowledge gaps, and implemented corrective actions to improve process quality.
- Managed client escalations, queries, referrals, and complaints, conducting fact-finding and root cause analysis to drive timely resolution.
- Performed Root Cause Analysis (RCA) and supported Corrective and Preventive Actions (CAPA) for customer complaints, quality issues, and process deviations.
- Maintained and reviewed SOPs, process guides, and operational documentation, ensuring process changes were accurately captured and communicated.
- Analyzed quality trends, error patterns, queries, and operational data to identify improvement opportunities and reduce recurring issues.
- Prepared and maintained MIS, management reports, quality reports, breach reports, and complaint reports with a focus on accuracy and timely submission.
- Collaborated with UK/onshore, technical, and client teams to implement process updates, clarify requirements, and ensure consistent service delivery.
- Supported process improvement initiatives and new business implementations, including knowledge transfer, operational readiness, and process change management.
- Ensured adherence to internal policies, client requirements, quality standards, and applicable regulatory/compliance frameworks.
- Contributed to team performance by monitoring individual and team targets, supporting knowledge development, and promoting continuous improvement.
Customer Representative
Concentrix Pvt Ltd (ADOBE)
Bangalore, Karnataka
08.2020 - 03.2021
- Managed high-volume customer support operations for Adobe, maintaining accurate customer account records and service documentation.
- Investigated account and service-related issues by analyzing system records, customer data, and internal documentation to identify discrepancies and determine appropriate resolutions.
- Collaborated with cross-functional teams to resolve account discrepancies, operational issues, and customer escalations within defined timelines.
- Maintained service quality and process compliance while operating in a high-volume global BPO environment.
- Documented customer interactions, case details, and resolutions accurately to support record integrity and operational reporting.
- Applied structured problem-solving and attention to detail to resolve customer issues while meeting quality, productivity, and service-level expectations.
Client Relationship Officer
Expert Callers Solution Pvt Ltd
Bangalore, Karnataka
02.2018 - 10.2019
- Managed client relationships and handled account queries while maintaining service documentation.
- Identified customer needs and delivered tailored solutions to improve satisfaction and retention.
- Escalated complex operational issues and ensured timely resolution through internal coordination.
- Maintained accurate service records and customer communication logs.
- Contributed to improved customer loyalty through strong relationship management.
Education
MBA - International Finance
11.2022 - 07.2024
Bachelor's of Commerce - Accounting And Taxation
06.2014 - 05.2017
Skills
Business Operations & Administration
Process Coordination & Documentation
Quality Assurance
Root Cause Analysis
Documentation
Reporting & MIS
Stakeholder Management
Process Improvement
Training & Knowledge Transfer
Customer Operations
Data & Record Management
Certification
ACCA – Association of Chartered Certified Accountants (In Progress)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Career Progression: Advanced from client relationship and customer-facing roles into senior process and operations responsibilities.
- Academic: Completed an MBA in International Finance from Jain (Deemed-to-be University) with Distinction, supported by an Excellent class grade across all four semesters.
- Professional Development: Currently pursuing ACCA, complementing an established background in business operations with formal finance and accounting education.
Languages
English
Kannada
Tamil
French
Software
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Google Sheets
Google Workspace
Google Docs
SAP
Timeline
Jain University - MBA, International Finance
11.2022 - 07.2024
Process Leader - CAPITA INDIA PRIVATE LIMITED
04.2021 - Current
Customer Representative - Concentrix Pvt Ltd (ADOBE)
08.2020 - 03.2021
Client Relationship Officer - Expert Callers Solution Pvt Ltd
02.2018 - 10.2019
New Horizon College - Bachelor's of Commerce, Accounting And Taxation
06.2014 - 05.2017