Deepa Suresh
Senior Process ExecutiveI Customer Service SpecialistI CSM Certification CandidateI
Chennai
Summary
Certified ScrumMaster (CSM) with four years of experience leading operations in the BPO sector, demonstrating a proven ability to drive efficiency, foster team synergy, and achieve process excellence. Following a purposeful maternity break, upskilling in Agile methodologies has facilitated a transition into servant leadership, focused on removing roadblocks, inspiring collaboration, and delivering high-value outcomes. Thriving in adaptable, transparent environments that prioritize continuous improvement fuels a commitment to enabling teams to reach their highest potential and deliver customer-centric results in every sprint. Actively seeking opportunities to leverage BPO expertise alongside a newly developed Agile mindset to create lasting business impact.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Freelance
Digital Nirvana Information Pvt Ltd
01.2023 - 02.2025
- Provided academic support and evaluation services for international students pursuing undergraduate and postgraduate degrees.
- Reviewed, proofread for over 1,000 students, and corrected academic papers for Chinese students, ensuring adherence to academic guidelines, grammatical accuracy, and clarity of content.
- Remote
- Freelance Project MAP.
Senior Executive
Hexaware Technologies
04.2021 - 04.2023
- Managed adjudication processing and handled multiple clients.
- Completed allotted batches within the turnaround time.
- Collaborated with cross functional teams to resolve complex cases and escalate issues efficiently.
- Trained and mentored new team members, ensuring smooth onboarding and knowledge transfer.
- Recognized for adaptability and process optimization, contributing to improved operational efficiency.
- Email Processing for Myntra at Hexaware Technologies Ltd
Freelance
Digital Nirvana Information Pvt Ltd
02.2021 - 03.2021
- Provided academic support and evaluation services for international students pursuing undergraduate and postgraduate degrees.
- Remote
- Freelance project MAP & SAT for Digital Nirvana Information Pvt. Ltd.
Senior Process Executive
NTT DATA
05.2015 - 09.2016
- Worked as an Assistant to the Senior Representative in MetLife – Life Vertical.
- Played an SME and provided backup for team support.
- Managed day-to-day production planning based on inventory.
- Worked with the MetLife team for insurance policy entries, verification, and validation.
Education
Master's Degree - Computer Technology
Sri Krishna College of Arts And Science
Coimbatore, India05-2015
Bachelor of Science - Computer Technology
PSG College Of Technology
Coimbatore, India05-2013
Skills
- Effective problem resolution
- Problem-solving expertise
- Team coordination
- Cross-functional teamwork
- Approachable demeanor
- Flexible and adaptable
- Multitasking
- Organization and time management
- Calm under pressure
Interests
Took a planned career break for maternity and early child care, successfully balancing family responsibilities while focusing on professional growth, Earned Certified ScrumMaster (CSM) certification (June 2025), actively preparing for a career transition into Agile and Scrum-focused roles, Engaged in continuous learning, including Agile methodologies, team collaboration practices, and leadership skills, to support re-entry into the workforce
KEY ACHIEVEMENTS
- Productivity Boost: Increased team productivity by 25% through streamlined processes.
- Efficient Email Processing: Reduced email processing time by 30% while maintaining 99% accuracy.
- High Customer Satisfaction: Led a team achieving 98% customer satisfaction in six months.
COURSES
Scrum Master Certification from Scrum Alliance
Certification
Certified Scrum Master
Timeline
Certified Scrum Master
06-2025
Freelance
Digital Nirvana Information Pvt Ltd
01.2023 - 02.2025
Senior Executive
Hexaware Technologies
04.2021 - 04.2023
Freelance
Digital Nirvana Information Pvt Ltd
02.2021 - 03.2021
Senior Process Executive
NTT DATA
05.2015 - 09.2016
Master's Degree - Computer Technology
Sri Krishna College of Arts And Science
Bachelor of Science - Computer Technology
PSG College Of Technology