Sowmya B
Senior Associate - Operations
Bengaluru
Summary
Results-driven Operations and Product Support professional with 3+ years of experience specializing in L3 support, real-time operations (RTA), and KPI/OKR management. Proven track record in improving SLA adherence, enhancing customer satisfaction, and driving operational efficiency through data-driven insights, process optimization, and cross-functional collaboration.
Overview
4
4
years of professional experience
4
4
Certifications
1
1
Language
Work History
Senior Associate - Operations
CAPSLOCK MARKETPLACES PVT LTD
01.2024 - Current
- Product Operations & Strategy: Led operational excellence, business scalability, OKRs, and KPI management across end-to-end payment operations; partnered with Product teams to drive UI/UX improvements and process optimisation.
- Product Delivery, Testing & Release Management: Executed feature rollouts, UAT, API/manual testing, and defect tracking; ensured seamless Play Store releases and issue resolution; familiar with SAP-integrated workflows.
- Ticketing & L3 Support: Managed high-volume ticket queues in SaaS environments, ensuring 95% SLA adherence, handled escalations, delivered L3 support, and tracked/reported technical issues to improve resolution quality and CSAT.
- Data Analytics – Marketing & AI Initiatives: Delivered MIS reporting, dashboards, and RCA; supported marketing strategies using data insights, contributed to AI initiatives including scripting for model training and automating 50% of manual workflows.
- Process – Stakeholder & RTA Management: Managed real-time operations (SLAs, AHT, queues), enforced SOP compliance and ensured cross-functional and client alignment by 40%.
Manager - Customer Support
Zolo Stays pvt ltd
01.2022 - 01.2024
- Technical Support / Service Desk: Delivered SaaS and application support, managing ticket resolution, incident handling, troubleshooting, and RCA for finance issues and settlements achieved 98% SLA adherence and improved CSAT by 10%.
- Operations & Compliance: Managed booking operations, KYC verification, documentation, and regulatory compliance, ensuring 100% process accuracy and turnaround time by 15%.
- Vendor, Stakeholder & Client Management: Coordinated with vendors, warehouse partners, and cross-functional teams; supported client management, lead generation, and deal negotiations.
- Data & System Support: Assisted in data analysis, reporting, application support, and technical troubleshooting to improve operational efficiency by 18%.
- Business Development: Generated leads, negotiated, and closed deals with new and existing clients, contributing to 25% revenue growth and sales KPIs.
Education
Bachelor of Science - Information Technology
Hindustan College of Arts And Science
Coimbatore 04.2001 -
Higher Secondary - Computer Science & Mathematics
Pandit Nehru Matriculation Hr. Sec. School
01-2019
SSLC - Secondary School
Pandit Nehru Matriculation Hr. Sec. School
01-2017
Skills
Technical Skills: SQL, Python, Django, Excel
Tools: JIRA, Zendesk, Freshservice, Mixpanel, Omega, Notion, Slack
Certification
Python Full Stack Web Development – Qtree Technologies
Timeline
Senior Associate - Operations
CAPSLOCK MARKETPLACES PVT LTD
01.2024 - Current
Manager - Customer Support
Zolo Stays pvt ltd
01.2022 - 01.2024
Bachelor of Science - Information Technology
Hindustan College of Arts And Science
04.2001 -
Higher Secondary - Computer Science & Mathematics
Pandit Nehru Matriculation Hr. Sec. School
SSLC - Secondary School
Pandit Nehru Matriculation Hr. Sec. School