Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Shankar Srinivasan

Shankar Srinivasan

CHENNAI

Summary

Accomplished and results-oriented customer support leader with extensive experience in managing global support operations and overseeing the end-to-end customer service lifecycle. With a strategic mindset and a passion for innovation, I consistently challenge traditional methods to enhance both customer and agent experiences. Leveraging strong analytical skills, I am dedicated to identifying opportunities to streamline processes, improve service quality, and drive operational excellence.

As a servant leader, I focus on cultivating an environment of psychological safety that empowers teams to collaborate seamlessly across departments. My leadership style fosters trust, growth, and continuous improvement, ensuring both customers and support agents are valued and supported at every interaction. I am a "leader who delivers results," focused on driving performance while prioritizing the well-being of both customers and teams.

Overview

19
19
years of professional experience
1
1
Certification

Work History

VP Customer Support

Hiver
Bangalore
07.2019 - Current

I have cultivated a strong 'customer-first' culture, consistently driving enhancements in key support metrics over the past five years. Under my leadership, our Support team has maintained an impressive G2 rating of 9.3.

Exceptional support is the cornerstone of our success, as customers choose our product largely for the outstanding support experience we deliver. Other key deliverables are listed below.

  • Redefined the customer experience, boosting CSAT scores from 90% to 97% across all channels.
  • Increased NPS from 0% to 27%.
  • Maintained attrition below 5%, and shrinkage below 10%.
  • Achieved top-notch service quality, with 15-second wait times for chat, and 1-hour response times for emails.
  • Internal quality assurance score of 95% for customer-critical interactions.
  • Implemented key support-related processes based on COPC principles.
  • Initiated a program for gathering customer testimonials and feedback.
  • Spearheaded Quarterly Business Reviews (QBRs) for customers, enhancing relationships.
  • Designed an efficient strategy for managing outages, resulting in minimized disruptions.
  • Developed Business Continuity Planning (BCP) process to protect operations from disruptions.
  • Streamlined internal escalation processes, reducing backlogs.
  • Led numerous initiatives focused on boosting word-of-mouth marketing and increasing wallet share.
  • Collaborated with Product, Engineering, CSM, and Sales on Voice of Customer (VOC) programs to enhance customer retention.
  • Handled coordination of CX program communications across the company.
  • Set strategic CX goals within the AOP framework.

Global Manager, Experience Assurance

Symantec Software Services India Pvt Ltd
Chennai
05.2016 - 06.2019
  • Oversaw CSAT and NPS for a 120-member internal team at Symantec.
  • Directed efforts to improve customer satisfaction across 15+ international contact centers.
  • Coordinated team efforts across locations including Japan, Ireland, London, the United States and India.
  • Managed more than 200,000 customer interactions each month, guaranteeing exceptional service delivery.
  • Developed and implemented a process framework for essential support operations across contact centers.
  • Established and managed a robust change management process to drive operational excellence.
  • Spearheaded efforts to elevate service quality while reducing costs, recovering $1.8 million in revenue leakage.
  • Implemented advanced technical controls to mitigate fraud risks effectively.
  • Coordinated and actively participated in Quarterly Business Reviews (QBRs) across various international locations.

Associate Manager

Symantec Software Services India Pvt Ltd
Chennai
05.2015 - 05.2016
  • Responsible for implementation of operational compliance process for NAM contact centres.
  • Manage 7 member team of risk analyst
  • Share business case studies to leadership team.
  • Perform regular gap analysis



Sr. Business Operations Analyst

Symantec Software Services India Pvt Ltd
Chennai
10.2013 - 07.2015
  • Perform data driven investigations to identify & mitigate support scams impacting customers & brand image.
  • Liaise with Cross-functional business owners to establish robust end-to-end business processes with measurable outputs
  • Assist in documentation and maintenance of Key Business processes, Operational Policies and Procedures needed to meet established business goal
  •  Review and monitor key KPIs and ensure service levels are met along with necessary compliance towards agreed standard operating procedures
  •  Perform regular compliance audits to ensure contact centers are moving through the end to-end process as intended
  • Engage cross-functional stakeholders & third-party vendors to discuss work list status, compliance metrics review & drive continuous process improvements
  •  Create and deliver executive level presentations to provide insight on evaluations and results

Business Operations Analyst

Symantec Software Services India Pvt Ltd
Chennai
07.2012 - 10.2013
  • Responsible for operational compliance monitoring & audits
  • Collaborate with operations team to evaluate & improve their work processes
  • Maintain periodic reports/dashboards in addition to ad hoc reporting of results, including interpretation of audit findings
  • Perform Quantitative & Qualitative analysis and effectively present results of findings to functional business owners
  • Perform Root Cause Analysis on escalations and recommend CA/PA to drive continuous improvement of customer experience
  • Participate in UAT and provide inputs/feedback to Product/Program Management teams

Team Manager SSR 1

Unisys India
Bengaluru
06.2011 - 07.2012
  • Supervised a team comprising 60 members.
  • Developed scalable process frameworks that enhanced operational efficiency.
  • Handled incidents in compliance with standard ITIL procedures.
  • Guaranteed adherence to Service Level Agreements.
  • Managed portfolio of 10 accounts.
  • Held weekly meetings with teams to evaluate performance.
  • Spearheaded employee engagement initiatives.

Team Manager

Sutherland Global Services India Pvt. Ltd.
Chennai
02.2006 - 12.2010
  • Started at Sutherland as a tech support executive in February 2006.
  • Responsible for handling tech support transactions.
  • Designated SME in 2007.
  • Offered guidance and support to front line team members.
  • Elevated to position of Team Manager in February 2008.
  • Managed a team of 30 members.
  • Supervised regular tasks in operational processes.
  • Led daily team meetings focused on report statistics and feedback.
  • Set targets for team members to achieve.
  • Dedicated efforts to create and implement strategies for better engagement.

Education

Bcom -

Bharathidasan University
Tiruchirappalli, TN

Management Essentials -

Harvard Business School

Skills

  • Customer Experience Management, Customer
  • Customer Service Journey
  • Process Management
  • Quality Assurance
  • Budgeting
  • Support Operations
  • Customer advocacy
  • Brand building
  • Business continuity planning
  • Operational risk management
  • Strategic planning
  • Cross-functional collaboration
  • Stakeholder communication
  • All hands meeting & Organization communication
  • Handling media

Certification

Certified Risk Professional (CRiSP)

ISO 9001:2008 QMS Lead Auditor (BSI)

COPC - CSP Certified

Six Sigma Green Belt

Timeline

VP Customer Support

Hiver
07.2019 - Current

Global Manager, Experience Assurance

Symantec Software Services India Pvt Ltd
05.2016 - 06.2019

Associate Manager

Symantec Software Services India Pvt Ltd
05.2015 - 05.2016

Sr. Business Operations Analyst

Symantec Software Services India Pvt Ltd
10.2013 - 07.2015

Business Operations Analyst

Symantec Software Services India Pvt Ltd
07.2012 - 10.2013

Team Manager SSR 1

Unisys India
06.2011 - 07.2012

Team Manager

Sutherland Global Services India Pvt. Ltd.
02.2006 - 12.2010

Bcom -

Bharathidasan University

Management Essentials -

Harvard Business School
Shankar Srinivasan