Supriya Bhattacharya
Lead Sales Operations Specialist
Hyderabad,TG
Summary
Sales Operations professional with 8+ years of experience supporting global sales teams across SaaS and technology organizations including Thomson Reuters and Clarivate. Experienced in Salesforce CRM operations, lead lifecycle management, pipeline governance, renewal support, sales analytics, dashboard reporting, and operational reporting. Skilled in CRM governance, KPI reporting, forecast analysis, funnel analysis, and translating operational data into actionable insights to support data-driven decision making. Strong expertise in SLA-driven workflows, process compliance, and cross-functional stakeholder management.
Overview
12
12
years of professional experience
1
1
Certification
1
1
Language
Work History
Lead Sales Operations Specialist
Thomson Reuters
06.2021 - 02.2026
- Managed 15–20 complex deal requests monthly, including amendments, renewals, pricing validations, and contract-related updates.
- Coordinated with Sales, Finance, Legal, and downstream operational teams to ensure compliance with internal policies and approval workflows.
- Maintained accurate CRM records by validating opportunity data, deal structures, pricing details, and customer information within Salesforce.
- Assisted in billing readiness activities by ensuring contract and pricing accuracy before deal processing.
- Utilized Salesforce reports, dashboard reporting, and Excel-based sales analytics to monitor pipeline health, funnel performance, SLA adherence, and forecast analysis, providing operational insights to support data-driven decision making.
- Performed CRM governance, data validation, and quality assurance checks to improve CRM data reliability, strengthen process compliance, and support accurate KPI reporting and operational analytics.
- Acted as a primary escalation point for deal processing issues, and ensured timely resolution within SLA timelines.
- Supported process standardization initiatives, enhancing operational efficiency and strengthening data governance.
Senior Sales Operations Specialist
Clarivate Analytics India Pvt. Ltd.
07.2018 - 05.2021
- Supported lead lifecycle management activities including lead-to-opportunity conversion, account setup, renewal operations, and opportunity management within Salesforce CRM, ensuring process compliance and accurate funnel tracking.
- Maintained accounts, contacts, opportunities, and customer records, ensuring CRM data accuracy and enabling reliable reporting.
- Assisted sales users with CRM updates and opportunity corrections, enhancing sales process support and user experience.
- Performed CRM governance, data cleansing, and funnel analysis activities to improve pipeline visibility, reporting accuracy, and operational insights for business stakeholders.
- Conducted onboarding and Salesforce process training sessions for sales users and operational stakeholders.
Senior Seller Support Associate
Amazon India Pvt. Ltd.
02.2014 - 07.2018
- Managed complex seller escalations for UK marketplace, ensuring resolution within strict SLAs.
- Provided operational support for order processing, cancellations, and dispute resolution, enhancing seller experience.
- Established strong foundations in process adherence and stakeholder communication, fostering effective collaboration.
Education
MBA - Human Resources & Finance
Bhavan’s Vivekananda College, Osmania University
Hyderabad, Telangana, India01-2010
B.Tech - Computer Science & Information Technology
Holy Mary Institute of Technology, JNTU
Hyderabad, Telangana, India01-2006
Skills
- Sales Operations & Revenue Operations: Opportunity Lifecycle Management Pipeline Hygiene & Forecast Support Deal Desk Operations Pricing Validation & Approval Workflows Quote-to-Cash Support SLA Management Sales Process Optimization Revenue Operations Support CRM Governance & Data Accuracy
- Salesforce & CRM: Salesforce CRM Accounts, Contacts & Opportunity Management Lead-to-Opportunity Conversion Salesforce Reports & Dashboards Pipeline Reporting CRM Data Validation User Support & Training
- Reporting and Data Analysis: Reporting & Analytics: Sales Analytics Dashboard Reporting KPI Reporting Funnel Analysis Forecast Analysis Operational Insights Data Validation & Cleansing Pipeline Reporting Data-driven Decision Making Excel Reporting & Analysis Sales Performance Tracking
- Collaboration & Stakeholder Management: Cross-functional Coordination Sales Support Finance & Legal Coordination Global Stakeholder Management Escalation Management Operational Support
- Tools: Microsoft Excel Salesforce CRM CRM Reporting Tools
Certification
Lead Management & CRM Overview –Course Era
Project
Independent Salesforce Service Cloud Project – Customer Support & Knowledge Management System
Project Summary
Designed and implemented a scalable customer support and knowledge management framework in Salesforce Service Cloud to improve onboarding efficiency and standardize customer service operations for a SaaS company (SimplySocial).
- Designed and implemented a structured case management system in Salesforce Service Cloud to support customer onboarding and issue resolution for a simulated SaaS customer (Yaloo Search), improving service consistency across customer requests.
- Created and managed multiple customer support cases with varying priorities (Medium to High), demonstrating handling of real-world escalation scenarios and SLA-based service workflows using Service Console.
- Configured escalation processes for high-priority cases, ensuring timely resolution of critical issues such as payment failures and account configuration errors.
- Developed a Knowledge Base framework using Data Category Groups, structuring content under “Social Media Channel Management” to improve content discoverability and support scalability.
- Created and published knowledge articles across key service domains including channel integration, scheduling, analytics, dashboards, and customer engagement workflows.
- Enabled self-service capability by designing reusable knowledge content to reduce repetitive case volume and improve customer experience efficiency.
- Demonstrated end-to-end understanding of Salesforce Service Cloud modules, including Case Management, Knowledge Management, Data Categories, and Customer Support Operations.
Salesforce Service Cloud | Case Management | Knowledge Base | Escalation Rules | Customer Support Operations | Data Categories | Service Console | SaaS Customer Success | CRM Workflow Design
Timeline
Lead Management & CRM Overview –Course Era
05-2026
Lead Sales Operations Specialist
Thomson Reuters
06.2021 - 02.2026
Senior Sales Operations Specialist
Clarivate Analytics India Pvt. Ltd.
07.2018 - 05.2021
Senior Seller Support Associate
Amazon India Pvt. Ltd.
02.2014 - 07.2018
B.Tech - Computer Science & Information Technology
Holy Mary Institute of Technology, JNTU
MBA - Human Resources & Finance
Bhavan’s Vivekananda College, Osmania University