Srinivas Pullambhatla

Seasoned Technology Leader with extensive experience leading Global Support, Customer Experience (CX), and Service Delivery organizations. Proven in driving end-to-end support strategy, escalation governance, operational excellence, SLA/KPI management, workforce planning, vendor and partner delivery models, and Knowledge-Centered Service (KCS). Experienced in scaling worldwide support teams serving high-value customer accounts within complex security environments, delivering resilient and customer-centric outcomes. Recognized for optimizing global delivery and shift models, building strong leadership pipelines, and driving measurable CX improvements through data-driven execution and cross-functional collaboration.

• Drove sustained VPN CSAT improvement from 81% (FY19) to 90%+ (FY20–FY23), peaking at 94% in FY22, delivering a 9+ point gain during COVID while managing a 4× increase in case volume.
• Improved NGFW CSAT by 13+ points, from 74% (FY22) to 87% (FY23) through targeted coaching, escalation governance, and KCS-driven support improvements.
• Increased 5-day resolution rate from 25% to 42% by optimizing case routing, ownership, and shift coverage models.
• Reduced Mean Time to Close (MTTC) by 33%, from 54% to 21%, through process standardization and proactive case reviews.
• Improved One-Owner case handling from 52% to 67%, strengthening accountability and end-to-end ownership.

Service Delivery Manager (Interim)

• Delivered strong YoY KPI improvements (FY22–FY23):

  CSAT +12 points (71% → 83%)

  FDR +15 points (36% → 51%)

  through improved delivery governance and partner alignment.

• Accelerated case resolution, increasing 5-day resolution by 16 points (36% → 52%) and reducing MTTC by 6 days (22 → 16) via optimized case routing, ownership, and workforce planning.

• Global CX Beacon Award Winner - Recognized among the Top 1% of CX leaders from 1350+ nominations and 560+ leaders, awarded for exceptional leadership and impact in CX through team recognition.
• Leadership Excellence - Recipient of multiple awards within Cisco, recognized by senior stakeholders including SLT, VP, and SVP leadership for consistent delivery excellence and impactful leadership.
• Recipient of multiple awards within Cisco recognized by senior stakeholders including SLT, VP, and SVP leadership for consistent delivery excellence and impactful leadership.
• Three-time consecutive Dell Champion Award winner (2014, 2015, 2016), recognized for driving outstanding team performance, operational excellence, and customer success.