P Srinidhi
New Delhi
Summary
- Possess nearly a decade of extensive experience in customer service, management and project management across the SAAS, Telecommunication, and Retail sector.
- Offers expertise spanning change management, achieving optimal results with competent planning, organization & solutions oriented approach while driving business growth, profitability & strategic alliances.
- Diplomatic leader and strategic thinker able to inspire and foster positive working connections with both employees and partners.
- Directing and overseeing a team comprised of 60+ professionals guidance, and support to ensure the successful attainment of organizational objectives.
- Acknowledged for pinpointing and resolving significant process obstacles, leading to a 50% decrease in customer request response time.
- Experience in delivering repeated success in structuring high-performing staff, streamlining processes, and implementing supporting technology to reduce expenditures, boost productivity, and increase profits.
- Possesses a strong grasp of quantifiable task management techniques.
- Front-led the development, continuous improvement, delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.
Overview
8
8
years of professional experience
Work History
Operations Service & Support Manager
Entab Infotech Private Limited
New Delhi
05.2024 - Current
- Ensuring management and employees' full understanding of business needs, auditing compliance, tracking progress towards goals, and measuring analytics on P&L and ROI.
- Developed and deployed a new quality management system (QMS), which boosted operational efficiency.
- Assist with product development, quarterly/annual budgets, operational standards, and business goals.
- Engage in high-level negotiations, generating lucrative contracts, and build beneficial partnerships with clients and vendors via regular, productive communication.
- Organized weekly SCRUM meetings, which helped speedy project delivery and product development.
- Steering efforts in improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), & other Customer Metric
- Led a quality assurance initiative that reduced customer complaints by 40% within 3 months of implementation.
- Optimizing call managing processes and internal knowledge base utilization, resulting in decreased average call time.
- Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
- Mentored AM&TL's with daily operations of the customer service department, including staffing schedules and resource allocation.
- Managed multiple projects simultaneously while maintaining high standards of quality control.
- Successfully implemented a quality audit system to improve performance and SLA adherence.
- Increased application deployment efficiency by 25% through the design and implementation of a performance-linked incentive program that rewarded process improvements and speedy deployments.
- Introduced a workforce management system that enhanced employee scheduling efficiency, cutting down overtime expenses by 50%.
- Led the digital transformation of performance metrics tracking, enhancing visibility, and driving an improvement in strategic decision-making.
- Compiled and analyzed weekly project and performance reports, resulting in actionable strategies that enhanced productivity by 20%.
- Oversaw the restructuring of team workflows, which reduced inter-departmental bottlenecks and improved productivity by 30%.
- Managing and resolving team conflicts to maintain a cohesive work environment.
Sr Tech Support|Client Relationship Manager-CXM
Cloud Connect Communication Private Limited
New Delhi
10.2021 - 05.2024
- Addressing product and service concerns, enhancing customer retention, and driving sales growth.
- Conducting on-site visits to customer offices, nurturing account loyalty, and managing concerns directly.
- Leading new employee onboarding, delivering comprehensive training on call scripts, conflict resolution, and data entry practices, elevating customer satisfaction metrics.
- Cultivating a collaborative team environment by articulating clear service expectations, boosting morale, and enhancing performance.
- Developing dynamic problem-solving skills, effectively resolving complex customer issues.
- Providing support to the customer service manager during periods of understaffing, managing complaints and issues.
- Creating a culture and processes to achieve the business goals and objectives in regard to their customer service.
- Using Customer Insight and Root Cause Analytics to identify company-wide improvements and presenting these to the Board, Senior Stakeholder Peers.
Senior Customer Support & Experience Team Lead
Roam1 Telecom Private Limited
New Delhi
10.2020 - 10.2021
- Developed and implemented comprehensive customer service policies and procedures, ensuring consistent excellence in service delivery.
- Implemented cross-selling and up-selling strategies to drive revenue growth.
- Monitored key performance indicators to maintain performance levels and meet the needs of the customer.
- Delegated tasks to support team members and utilized cloud-based tools to address complex business challenges effectively.
- Spearheaded daily operations and sales functions to optimize revenue, enhance customer satisfaction, and increase employee productivity.
Senior Customer Service Executive
Jaypore.com (ABFRL)
New Delhi
05.2020 - 10.2020
- Evaluated associate-customer interactions to gauge personnel performance and ensure service excellence.
- Managed customer account information database by processing cancellations and updates promptly and accurately.
- Implemented rigorous benchmarks to define and uphold customer service standards, ensuring consistent quality.
L2 Tech Support Specialist
Roam1 Telecom Private Limited (Internet, Telecom)
New Delhi
06.2016 - 05.2020
- Helped manager manage team of 12 customer service representatives.
Education
MBA - Operations Management And Supervision
Chandigarh University
Mohali, Punjab01-2026
B.Tech - Electrical Engineering
Dr. BR Ambedkar University
Agra, Uttar Pradesh01-2017
Diploma - Electrical Engineering
Dr. BR Ambedkar University
Agra, Uttar Pradesh01-2014
Skills
- Client Service Management
- Strategic Planning
- SCRUM Meetings
- Training & Development
- P&L Management
- Service Operations management
- Product Management
- SLA/OLA/TAT Management
- MIS Reporting
- KPI Management
- People Management
- Resource Planning
- Roadmap Development
- B2B/B2C Account Management
- Root Cause Analysis and Solutions
- Cross-functional Team Leadership
- Conflict Resolution
- Fresh desk
Accomplishments
- Developed strategies resulting in 99% customer satisfaction (C-SAT).
- Implemented training program, boosting employee performance by 30%.
- Successfully led complex projects within budget and time constraints, resulting in more than 95% on-time project completion rate.
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Konkani
Intermediate (B1)
B1
Timeline
Operations Service & Support Manager
Entab Infotech Private Limited
05.2024 - Current
Sr Tech Support|Client Relationship Manager-CXM
Cloud Connect Communication Private Limited
10.2021 - 05.2024
Senior Customer Support & Experience Team Lead
Roam1 Telecom Private Limited
10.2020 - 10.2021
Senior Customer Service Executive
Jaypore.com (ABFRL)
05.2020 - 10.2020
L2 Tech Support Specialist
Roam1 Telecom Private Limited (Internet, Telecom)
06.2016 - 05.2020
MBA - Operations Management And Supervision
Chandigarh University
B.Tech - Electrical Engineering
Dr. BR Ambedkar University
Diploma - Electrical Engineering
Dr. BR Ambedkar University
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