MADHUSMITA SAHOO

Operations Associate

Bengaluru, Karnataka, India6 yrs 3 mos experience

Highly Stable

Key Highlights

Over 6 years of expertise in backend support.
Achieved 98% SLA adherence leading a large team.
Drove significant account growth through strategic leadership.

Stackforce AI infers this person is a skilled operations leader in the Food & Beverage and eCommerce sectors.

Contact

Skills

Core Skills

Operations ManagementClient RelationsData Analysis

Other Skills

Microsoft ExcelMicrosoft Power BITeam ManagementWorkflow AutomationSOP StandardizationSalesforceExcelJavaProgrammingCSQL

About

I am an accomplished Team Lead in Central Operations with over 6 years of proven expertise in backend support and business development within the fast-paced Food & Beverage and eCommerce industries. Recognized for my ability to resolve complex client challenges and consistently drive significant account growth, I lead teams to surpass performance targets through strategic leadership and collaboration. Armed with strong analytical acumen and exceptional communication skills, I am dedicated to delivering outstanding client satisfaction, fostering long-term partnerships, and contributing to sustainable business expansion.

Experience

6 yrs 3 mos

Total Experience

2 yrs

Average Tenure

Current Experience

Elasticrun

Team Lead - Central Operations

Dec 2019 – Jun 2024 · 4 yrs 6 mos · Bengaluru, Karnataka, India · On-site

Serve as the primary contact for strategic accounts, nurturing client relationships and ensuring high satisfaction
Led a team of 20+ operations executives, achieving 98% SLA adherence and consistent delivery across multiple
business functions.
Oversaw end-to-end operations with a focus on process governance, data accuracy, and compliance, reducing process
errors by 25%.
Drove operations excellence initiatives, improving overall efficiency by 20% through workflow automation and SOP
standardization.
Managed cross-functional collaboration with Sales, Finance, Product, and Client Success teams to ensure seamless
service delivery.
Designed and implemented performance metrics and dashboards in Salesforce/Excel for real-time visibility and KPI
tracking.
Spearheaded process improvement projects that optimized turnaround times and increased team productivity by 15%.
Acted as the primary escalation point for clients and internal stakeholders, achieving a 95% resolution rate within SLA
timelines.
Conducted training, mentoring, and performance evaluations to build team capability and drive continuous
improvement.
Collaborated with leadership on strategic planning and resource optimization, aligning operations with organizational
goals.

Operations ManagementClient RelationsMicrosoft ExcelMicrosoft Power BITeam Management

Meesho

Key Account Manager

Dec 2018 – Nov 2019 · 11 mos

Managed portfolios of key clients, acted as the main escalation and service point
Developed strategic business plans tailored to client needs using customer data, improving upsell opportunities and
client retention
Collaborated cross-functionally with product, marketing and support teams for smooth account delivery and customer
satisfaction
Tracked and reported account health and performance metrics for continual optimization

Swiggy

Key Account Manager

Feb 2018 – Dec 2018 · 10 mos · Bengaluru, Karnataka, India · On-site

Supported restaurant partners in resolving operational issues, implementing growth strategies and streamlining
business processes
Built long-term partnerships with stakeholders, maintaining and improving account retention
Facilitated successful negotiation and renewal cycles, consistently exceeding KPIs and business targets
Conducted quarterly reviews with clients and internal teams to identify new opportunities and drive engagement