---
title: "Sowmya Balu - Senior Operations Associate in Bengaluru | Tal"
description: "Meet Sowmya Balu, Senior Ops & Product Operations Specialist | SLA 98%+ | KPI & Process Optimization | Driving Scalable Operations | clients handling based in Bengaluru."
image: "https://tal.club/meet/sowmya-1/share-image"
---

# Sowmya Balu on Tal

## Headline

Senior Ops & Product Operations Specialist \| SLA 98%\+ \| KPI & Process Optimization \| Driving Scalable Operations \| clients handling

## About

Hi, I’m Sowmya\! I’m a Senior Operations & Product Support professional with 3\+ years of experience\. I help businesses scale operations efficiently by combining data, process optimization, and strong execution\. With experience in Product Operations, Business Operations, and Payment Processing, I specialize in managing high\-volume workflows while maintaining accuracy, compliance, and customer satisfaction\. Key highlights: • 98%\+ SLA adherence in high\-volume support and operations • Improved CSAT by 10% through faster resolution and better processes • Reduced turnaround time by 15% by identifying and eliminating bottlenecks • Hands\-on experience in ticketing systems, incident management, and RCA • Strong collaboration with product, tech, and cross\-functional teams Tools & Skills: SQL \| Excel \| Zendesk \| JIRA \| CRM \| ERP \| KPI Tracking \| Process Improvement I’m passionate about solving operational problems, improving efficiency, and building scalable systems that drive real business impact\. Currently open to Product Operations, Business Operations, and Strategy roles\.

## Location

Bengaluru

## Work experience

Senior Operations Associate at Capslock Marketplaces, Dec 2024 \- Present · 1 yr 7 mos, Bengaluru, Karnataka, India, Leading end\-to\-end payment operations, L3 support, and product lifecycle management in a fast\-paced SaaS environment\. Acting as a bridge between business and technical teams through data analysis, requirements gathering, and product insights\. ✔ Managing 500\+ tickets/week with 95% SLA adherence ✔ Automated 50% of manual workflows ✔ UAT, API testing & Play Store release management ✔ MIS reporting, dashboards, RCA & business insights delivery ✔ Product analysis — identifying gaps, tracking metrics & driving UI/UX improvements ✔ Requirements gathering & process mapping for product enhancements ✔ Cross\-functional & stakeholder alignment by 40% 🛠️ JIRA \| SQL \| Mixpanel \| Zendesk \| SAP

Customer Support Operations Manager at Zolo, Jan 2024 \- Nov 2024 · 11 mos, Bengaluru, Karnataka, India, Looking for change of job — immediate joiner

Business Development Associate at myXp\.ai, Dec 2021 \- Sep 2022 · 10 mos, Bengaluru, Karnataka, India

## Education

B\.sc information technology, Information Technology, Hindusthan College Of Arts And Science

[View the original profile](https://tal.club/meet/sowmya-1)

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