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akansha srivastava

@akanshasrivastava

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Senior operations and customer success leader driving cross-functional delivery.

India

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What I'm looking for

I seek roles owning cross-functional operations and customer success, driving process improvements, onboarding, and escalation resolution within collaborative, growth-focused teams.

I am a senior operations and customer experience leader with 5+ years working across SaaS, ERP, and global enterprise environments. I specialize in cross-functional delivery, escalation management, onboarding, SOP and knowledge-base creation, and partnering with U.S.-based stakeholders to drive measurable outcomes.

I have led L2 support and production escalation efforts, improved resolution and delivery metrics (including a 25% reduction in turnaround time and 30% improved delivery efficiency), and mentored junior team members while scaling operations and launch-readiness. I bring an ownership mindset, data-driven decision making, and a focus on process excellence to fast-paced, ambiguous settings.

Experience

Work history, roles, and key accomplishments

Senior Concierge Analyst

CPOS

Feb 2024 - Jul 2024 (5 months)

Served as senior escalation point for high‑impact operational and production issues, built SOPs and knowledge bases reducing resolution time by 25%, and improved first‑contact resolution through proactive diagnosis and AI chatbot optimization.

Escalation Management SOP Development & Customer Success AI Chatbot Optimization SLA Management

Business Development Analyst

Cedcoss Technologies

Jun 2022 - Dec 2023 (1 year 6 months)

Managed enterprise client operations and acted as primary escalation contact, partnered with product and engineering to translate needs into solutions, and redesigned workflows to improve delivery efficiency by 30%.

Client Onboarding Requirement gathering Jira Confluence

EDI Business Analyst

Tata Consultancy Services

Nov 2018 - May 2022 (3 years 6 months)

Led L2 support operations for global enterprise clients, owned incident/problem/change management ensuring SLA compliance, and led onboarding and EDI integration efforts while mentoring junior analysts.

Incident Management ITIL SLA Onboarding Jira

Education

Degrees, certifications, and relevant coursework

SRM College of Engineering and Management, Lucknow

Bachelor of Technology, Electronics & Communications Engineering

2014 - 2018

Completed a Bachelor of Technology in Electronics & Communications Engineering with coursework focused on electronics, communications systems, and engineering fundamentals.