Suma S

Operations and Customer Experience professional with strong experience across BPO, customer support, administration, and business operations. Skilled in high-volume ticket resolution, escalation management, SLA-driven service delivery, process coordination, on boarding, knowledge transfer, QA, and office administration. Proven ability to work cross-functionally, manage sensitive customer issues, maintain accurate records, and support teams in fast-paced environments.

Senior Operations Associate at Sharechat & Co. (2020-12 – 2023-02)

• Managed Email, Chat, Phone and WhatsApp support, resolving high-volume user queries within targeted SLAs.
• Handled critical escalations with technical and product teams; educated users on features, safety and product updates.
• Prepared MoM and led Knowledge Transfer and on boarding sessions for new team members.

Senior Executive – Customer Support & Administration at BRET Solutions Pvt. Ltd. (2019-01 – 2019-12)

• Counseled candidates and guardians on courses, enrollment policies and administrative procedures.
• Managed office administration, facilities, basic accounting, payroll, invoicing and HR coordination including on boarding and exit formalities.

Senior Operations Executive at Aegis Limited (2014-06 – 2017-01)

• Executed education and employment background verification for corporate clients while meeting strict SLAs.
• Performed QA audits, managed client escalations and delivered refresher training to junior team members.

Customer Care & Operations Coordinator at C.N. Enterprises Pvt. Ltd. (2011-01 – 2014-05)

• Managed inbound/outbound calls, customer inquiries, inventory, banking records, billing and administrative databases.
• Supported marketing campaign logistics and day-to-day operational coordination.

Freelance Business Operations at Independent Operations Consultant (2023-02 – Present)

• Manage client communications, appointment scheduling, invoicing and operational record management.

Bachelor of Business Management in BBM – Vivekananda Degree College of Management Studies, Bangalore

Diploma in Computer Techniques – Vivekananda P.U. College, Bangalore