SUPRIYA V
Bengaluru,
Summary
- Technical-focused client and project management professional with experience delivering complex, system-driven enterprise solutions within defined timelines, scope, and budgets.
- Strong expertise in requirement gathering, functional documentation, and translating business needs into technical deliverables for product and engineering teams.
- Proven ability to manage end-to-end project execution, including planning, dependency management, risk identification, and mitigation.
- Hands-on experience with platform implementations, system configurations, and coordination of API or tool integrations at a functional level.
- Adept at managing UAT cycles, validating feature readiness, and supporting production rollouts with minimal business impact.
- Strong stakeholder management skills, with the ability to communicate technical concepts clearly to non-technical clients and leadership teams.
Overview
9
9
years of professional experience
Work History
Key Account Manager
Yatra Online Limited
Bengaluru
05.2025 - Current
- Own end-to-end delivery of large, complex enterprise programs involving multiple stakeholders, systems, and operational workflows.
- Act as program owner for strategic accounts, driving planning, execution, risk management, and performance tracking.
- Lead cross-functional teams across operations, technology, product, and support to deliver business-critical outcomes on time.
- Define project scope, timelines, dependencies, and success metrics in alignment with client and internal objectives.
- Manage technical onboarding and platform implementations, including system configuration, access management, and policy controls.
- Coordinate API and system-level integrations by aligning client requirements with internal engineering and product teams.
- Support UAT cycles, validate feature readiness, and manage production rollouts with minimal business disruption.
- Track KPIs, delivery milestones, SLAs, and adoption metrics; proactively identify risks, and implement mitigation plans.
- Serve as the escalation owner for high-impact technical and operational issues, driving root-cause analysis, and permanent fixes.
- Drive continuous improvement initiatives to optimize workflows, automation, and platform performance.
- Present program status, risks, and performance updates to senior stakeholders and leadership teams.
- Mentor and guide team members on delivery standards, stakeholder communication, and technology-driven execution.
Team Lead
Movate
Chennai
02.2024 - 05.2025
- Led analysis of key account data to generate actionable insights, optimize client strategies, and drive measurable improvements in service delivery and operational efficiency.
- Established and maintained structured records of client interactions, feedback, requests, and escalation histories to ensure continuity, accountability, and consistent service outcomes.
- Designed and implemented data-driven improvements to the RMA process, reducing turnaround times, and enhancing the overall client experience.
- Partnered with product management, engineering, and logistics teams to resolve client challenges and influence product quality improvements through insight-led recommendations.
- Conducted regular performance reviews with clients using KPI dashboards and health metrics, providing strategic insights aligned with their business goals and long-term success.
- Proactively identified early risk indicators through trend analysis, and implemented mitigation actions to prevent escalations, and protect account stability.
- Monitored real-time client health metrics to anticipate needs, address concerns early, and sustain high levels of client satisfaction and retention.
- Engaged with key stakeholders to understand evolving business objectives, and propose tailored, data-backed solutions that strengthened client relationships and delivered value.
Team Leader
ITILITE Technologies Private Limited
Bengaluru
08.2022 - 12.2023
- Managed performance governance for key accounts by tracking KPIs such as NPS, client satisfaction, and retention, using analytics to drive service improvements and proactive risk mitigation.
- Collaborated with product, design, and business stakeholders to define client requirements, prioritize deliverables, and manage timelines to ensure timely, high-quality execution.
- Built and mentored high-performing teams through structured coaching and development initiatives, aligning individual growth with overall account success and client satisfaction.
- Strengthened account stability by analyzing historical trends, resolving recurring issues, reducing escalation frequency, and maintaining strong, long-term client relationships.
- Acted as a trusted strategic advisor by leading regular client discussions, sharing performance insights and reports, and recommending data-driven solutions aligned with business objectives.
Technical Process Specialist
INFOSYS BPM LTD
Bengaluru
12.2019 - 07.2022
- Owned lifecycle management of client initiatives, including renewals, service adoption, upsell, and downsell movements, leveraging account data to improve performance and align offerings with evolving client objectives.
- Partnered with cross-functional teams across Marketing, Sales, Product, Account Management, and Finance to ensure aligned responses, seamless execution, and timely resolution of client requirements.
- Functioned as a central coordination point between customer support teams, leadership, and client stakeholders, enabling clear communication, expectation alignment, and improved delivery efficiency.
- Successfully rebuilt challenged client relationships by addressing pain points, accelerating issue resolution, and driving measurable improvements in client trust, satisfaction, and long-term engagement.
Executive
LABOURNET SERVICES PVT LTD
Bengaluru
10.2017 - 12.2019
- Represented Marcom operations as the primary coordination point between clients and internal teams, ensuring structured communication, timely resolution, and consistent delivery across service channels.
- Planned and supported team capacity, performance improvement initiatives, training programs, and process documentation to enhance operational readiness and compliance.
- Contributed to Monthly Business Reviews (MBRs) by preparing performance insights, analyzing service outcomes, and supporting alignment between client expectations and delivery execution.
- Supported long-term client engagement by leveraging data insights to reinforce product value, improve brand outcomes, and drive continuous enhancements in client satisfaction.
Technology Support Executive
INFOSYS BPO LTD
Bengaluru
08.2016 - 10.2017
- Led end-to-end client engagement for enterprise accounts across multiple communication channels, assessing technical issues, coordinating resolution, and maintaining structured documentation to drive service quality and continuous improvement.
- Owned the resolution of complex technical issues across enterprise environments, including operating systems, productivity tools, network connectivity, security applications, mobile devices, and access management systems, ensuring clear communication with clients and internal stakeholders.
- Oversaw team productivity and operational workflows, prioritizing workloads, improving efficiency, and ensuring consistent delivery against service-level commitments and client expectations.
- Delivered high-impact client service by balancing immediate issue resolution with long-term account objectives, building trusted client relationships, identifying improvement opportunities, and driving sustained client satisfaction and retention.
Education
MBA -
Manipal University
Bachelor of Engineering - Instrumentation technology
RNSIT
Skills
- Customer Service & Client Experience Management
- Escalation & Incident Management
- Comprehensive Problem Solving & Root-Cause Analysis
- Client Retention & Relationship Management
- Strategic Account Planning & Growth
- Project & Program Delivery
- Technical Coordination & System Implementation
- Risk Identification & Mitigation
- Process Improvement & SOP Development
- Team Leadership, Mentoring & Performance Management
Accomplishments
• Recognized by Yatra as a Rising Star for demonstrating high ownership in client management, driving data-led improvements, and effectively coordinating with product and technology teams to deliver results.
• Recognized by ITILITE as The Value Champion for effective collaboration with clients, colleagues, and within the internal departments, which resulted in streamlined processes, enhanced productivity, and strengthened relationships, contributing significantly to overall organizational success.
• Recognized by Infosys as ISTAR for stellar performance and critical contributions, highlighting an instrumental role in achieving the organization's goals.
• Recognized by ITILITE as The Value Champion for effective collaboration with clients, colleagues, and within the internal departments, which resulted in streamlined processes, enhanced productivity, and strengthened relationships, contributing significantly to overall organizational success.
• Recognized by Infosys as ISTAR for stellar performance and critical contributions, highlighting an instrumental role in achieving the organization's goals.
Languages
- Kannada
- English
- Hindi
Hobbies and Interests
- Reading Books
- Traveling
- Music
Hands On
- Salesforce
- Fresh Desk
- My Operator
- Service Now
- TeleCMI
- Power Bi
Timeline
Key Account Manager
Yatra Online Limited
05.2025 - Current
Team Lead
Movate
02.2024 - 05.2025
Team Leader
ITILITE Technologies Private Limited
08.2022 - 12.2023
Technical Process Specialist
INFOSYS BPM LTD
12.2019 - 07.2022
Executive
LABOURNET SERVICES PVT LTD
10.2017 - 12.2019
Technology Support Executive
INFOSYS BPO LTD
08.2016 - 10.2017
MBA -
Manipal University
Bachelor of Engineering - Instrumentation technology
RNSIT