Swapna Chakram
Hyderabad
Summary
Operations and customer service leader with over 22 years of experience in enhancing operational efficiency and customer satisfaction in global organizations. Demonstrated success in managing large teams and implementing effective responsiveness metrics. Achievements include significant improvements in service delivery through innovative solutions and process optimization.
Overview
25
25
years of professional experience
Work History
Global Talent Operations
Deloitte
01.2019 - Current
- Directed service delivery, strategy, and operations for four major service areas, ensuring best-in-class customer service and operational responsiveness.
- Collaborated with global stakeholders to forecast, allocate, and recover costs, optimizing shared services and resource planning.
- Led business transitions and technology adoptions, driving process innovation and stakeholder alignment.
- Achieved high SLA compliance and customer satisfaction through proactive engagement and continuous improvement.
Risk & Brand Protection
Deloitte US Member Firm
01.2011 - 01.2019
- Served as trusted advisor for risk management and external communications, streamlining conflict check processes and enhancing operational efficiency.
- Improved quality and productivity by coaching teams and implementing process changes, resulting in significant error reduction and stakeholder buy-in.
- Managed hiring, staffing, and training for multiple teams, supporting growth and consistency in service delivery.
Customer Service Representative
General Electric
01.2001 - 01.2011
- Owned quality metrics for 200 professionals, consistently exceeding targets and driving compliance through dashboard reporting and trend analysis.
- Developed and implemented escalation strategies, ensuring timely and effective resolution of customer issues.
- Led training, coaching, and calibration initiatives to maintain global consistency in customer service and operational standards.
- Global Servicing
Education
Bachelor of Commerce -
Osmania University
Executive Program in General Management -
IIMC
Certified Coach - Canada
Erickson College
Skills
- Operational Leadership
- Operations management
- Risk management
- Stakeholder alignment
- Strategic thinking
- Customer Experience
- Responsiveness & Agility
- Process Excellence
- Stakeholder Management
- Change Management
- Coaching & Talent Development
Projects
Retention and process enhancement projects with HR, leveraging Lean methodologies for operational improvement. Transitioned new portfolios and implemented quality metrics for global teams. Developed metrics for finance and collaborated on risk management projects.
Certifications Education
- Bachelor of Commerce, Osmania University
- Executive Program in General Management, IIMC
- Certified Coach, Erickson College, Canada
- Master Trainer in Performance Coaching
- Six Sigma, Lean & Change Acceleration Tools
- Design Thinking
Key Strengths
Led 100+ member teams, managed multi-functional service lines, and delivered high SLA compliance (>95%) and first contact resolution (>85%) in high-volume environments., Designed and executed customer-centric strategies, consistently exceeding CSAT and NPS benchmarks for global clients., Implemented real-time escalation protocols and reduced response times, ensuring critical issues are acknowledged within 4 hours and resolved efficiently., Applied Lean, Six Sigma, and automation to optimize workflows, resulting in 50% productivity improvement and 3% reduction in high-risk errors., Built and sustained relationships with global leadership, technology, finance, and risk teams to drive cross-functional initiatives and value delivery., Transitioned business processes and technologies globally, leading successful adoption and continuous improvement., Developed leadership programs, facilitated rotations, and mentored diverse teams to foster growth and engagement.
Timeline
Global Talent Operations
Deloitte
01.2019 - Current
Risk & Brand Protection
Deloitte US Member Firm
01.2011 - 01.2019
Customer Service Representative
General Electric
01.2001 - 01.2011
Bachelor of Commerce -
Osmania University
Executive Program in General Management -
IIMC
Certified Coach - Canada
Erickson College