Looking for a job

Lakshmi Sundaram

@lakshmisundaram

Message

I build customer-centric operations that improve renewals, productivity, and scalable growth.

India

Message

What I'm looking for

I'm seeking a senior leadership mandate in a larger, complex organization where I can drive transformation at scale through customer-centric operations, data-led decision-making, automation, and high-performing teams.

At Sulekha, I led operations across Local Commerce and Property & Rentals for 15 years, translating strategy into measurable growth. I lifted renewal conversion from 46% to 78% in six months, redesigned sales incentives, and improved tele-caller productive talk time sixfold.

I've built 100+ member teams, maintained attrition below 2%, developed CRM and workflow systems, and led national business continuity planning with zero disruption. I'm returning to full-time leadership to drive operational transformation in a larger, complex organization.

Experience

Work history, roles, and key accomplishments

Head of Operations

Sulekha Local Commerce

Aug 2018 - Aug 2022 (4 years)

Led operations for Sulekha's local commerce vertical, driving significant improvements in renewal conversion, sales incentive structures, and tele-caller productivity. Oversaw national business continuity planning during the pandemic.

Data Analysis Customer Prioritization Sales Incentive Design Dialer Process Redesign Performance Dashboards Business Continuity Planning SOPs Governance Frameworks Workforce Planning

Director – Operations

Sulekha.com New Media Pvt. Ltd.

Mar 2007 - Aug 2022 (15 years 5 months)

Led operations across two major verticals over 15 years, including local commerce and property services. Engineered data-driven strategies that improved renewal conversion rates and operational efficiency.

Data Analysis Customer Prioritization Sales Incentive Design Dialer Process Redesign Performance Dashboards Business Continuity Planning SOPs Governance Frameworks Workforce Planning

Operations Lead

Sulekha Property & Rentals

Mar 2007 - Aug 2018 (11 years 5 months)

Led a 100+ member operations team, scaling and sustaining low attrition. Drove vendor and inventory sourcing strategy, and engineered a user journey-to-conversion tracking model for real estate portals.

Team Leadership Vendor Management Inventory Sourcing CRM Development Campaign Management Process Automation Pricing Strategy Data Analysis

Senior Customer Care Executive

Vodafone Essar

Aug 2004 - Aug 2006 (2 years)

Managed high-volume customer operations in a telecom environment, handling escalations and leading workflow streamlining initiatives. Trained and mentored new team members and implemented retention strategies.

Customer Service Escalation Management Workflow Optimization Training Mentorship Customer Retention