LEKSHMI RADHAKRISHNAN
Alappuzha,KL
Summary
Results-driven Team Lead with 8+ years of progressive experience in business operations, customer/client service, team leadership, and operational excellence. Proven expertise in process optimization, workflow automation, and business process improvement with demonstrated ability to scale operations and manage cross functional teams. Recognized as Global Most Valuable Player (GMPV 2021). Strong track record delivering measurable business outcomes through strategic planning, stakeholder management, and operational innovation.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Lead
Speridian Technologies
02.2019 - Current
- Led a team of 30 employees to deliver high-quality customer and business support services, driving a 20% increase in client satisfaction through effective performance management and coaching.
- Managed carrier appointments and licensing operations for 400+ agents across calls, emails, service requests, and ticketing systems, reducing onboarding time by 40% and improving agent satisfaction by 60%.
- Designed and implemented standardized communication and operational processes to improve team efficiency, compliance, and adherence to company standards.
- Conducted data-driven workload assessments and optimized operational processes, resulting in a 40% increase in team productivity and improved resource utilization.
- Handled high-priority client escalations and complex operational issues, ensuring timely resolution and sustained service quality.
- Partnered with cross-functional teams, including customer service and technical support, to strengthen operational performance and service delivery.
Customer Service Executive
SpiceJet LTD
07.2018 - 01.2019
- Delivered end-to-end customer service at airport counters including check-in, boarding, ticketing, and special services.
- Handled domestic and international passengers using Navitaire Skyport & Skyspeed systems.
- Ensured smooth travel experience and resolved passenger queries efficiently.
Customer Service Agent
Bhadra International Pvt LTD
08.2016 - 01.2018
- Provided exceptional customer service as a Customer Service Agent for AIR ASIA airline's ground operations at Chennai International Airport.
- Managed airport ground operations including check-in, baggage, customer queries, and travel documentation.
- Performed flight bookings using Navitaire Skyspeed and handled passenger processes using Skyport.
Education
B.Sc - Zoology
S.N College
Kollam, Kerala01.2015
Diploma - Hospitality Travel And Customer Service
Frankfinn Institute of Airhostess Training
Thiruvananthapuram, India01.2016
Skills
- Business Operations Management
- Process Optimization & Continuous Improvement
- Service Delivery (SLA/TAT) Management
- KPI Tracking & Performance Reporting
- Team Leadership & Performance Management
- Coaching & Employee Development
- Resource & Workforce Planning
- Cross-functional Collaboration
- Client & Stakeholder Management (B2B)
- Escalation Handling & Issue Resolution
Certification
Prompt Engineering and AI Systems — Dubai Future Foundation.
Accomplishments
Global Most Valuable Player (GMVP) awarded by Speridian Technologies in 2021.
Languages
English
Malayalam
Hindi
Tamil
Timeline
Team Lead
Speridian Technologies
02.2019 - Current
Customer Service Executive
SpiceJet LTD
07.2018 - 01.2019
Customer Service Agent
Bhadra International Pvt LTD
08.2016 - 01.2018
B.Sc - Zoology
S.N College
Diploma - Hospitality Travel And Customer Service
Frankfinn Institute of Airhostess Training