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Pratishtha Kiran

@pratishthakiran

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Stakeholder Manager driving SLA-focused customer operations and measurable business outcomes for enterprise clients.

India

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What I'm looking for

I’m looking for a role where I own stakeholder relationships, lead SLA/KPI-driven service delivery, and improve operations through performance reviews, escalation management, and root-cause fixes—partnering cross-functionally to drive retention and measurable outcomes.

I’m a results-driven stakeholder management professional with 5+ years of experience supporting enterprise accounts and delivering measurable business outcomes for organizations such as American Express and Google. I’m trusted for building stakeholder relationships, solving complex challenges, and driving continuous improvements that increase customer satisfaction, adoption, and retention.

In my current role as Stakeholder Manager at Sodexo India Private Limited, I serve as the primary liaison for enterprise client stakeholders and lead monthly performance reviews and Express Quarterly Business Reviews (QBRs). I ensure strict adherence to contractual commitments, proactively monitoring service delivery standards to maintain 98% SLA compliance.

I also lead and manage a team of 82 while supporting food service operations across three buildings for American Express. I address employee concerns and service feedback through structured communication channels, and I use operational platforms such as Dynamify, Mobius, and Canva to improve reporting, transparency, and day-to-day execution.

Previously, as a Frontline Manager for Google, I directed operations across 12 locations and managed customer escalations beyond standard processes by collaborating cross-functionally to implement root-cause fixes. Earlier as Brand Head at Vietnom India, I improved retention by 15% through structured corporate feedback loops and quarterly reviews, and as a Restaurant Manager in ITC Hotels, I led end-to-end hospitality operations, training, and service recovery actions.

Experience

Work history, roles, and key accomplishments

Current

Stakeholder Manager

Current

Sodexo India Private Limited

Oct 2025 - Present (9 months)

Serves as primary liaison for enterprise stakeholders, facilitating monthly performance reviews and QBRs to present SLA performance and KPIs, and drive strategic action plans. Ensures contractual commitment adherence with 98% SLA compliance, leads a team of 82 across three buildings, and manages escalations and operational reporting using Dynamify and Mobius.

Stakeholder Management Customer Engagement SLA KPI Management Service Delivery performance reporting Escalation Management Root Cause Analysis Team Leadership Process Improvement Customer Satisfaction Mobius Canva Slack Google Hangouts

Frontline Manager

Sodexo India Private Limited

Oct 2024 - Oct 2025 (1 year)

Directed operations across 12 locations serving 2,000+ users daily while overseeing SLA compliance and service continuity for a global client. Led review meetings using operational dashboards, managed escalations with cross-functional teams, and implemented root-cause fixes to address service gaps.

Operational Excellence SLA Management Service Delivery Escalations Escalation Management Cross Functional Collaboration Root Cause Analysis Stakeholder Engagement Customer Satisfaction

Brand Head

Vietnom India

Oct 2023 - Oct 2024 (1 year)

Oversaw service delivery across five outlets, maintaining customer satisfaction and quality standards for B2B contracts. Built structured corporate client feedback loops and quarterly reviews, analyzed service KPIs, and led process improvements to support retention and upsell opportunities while acting as an escalation point for critical issues.

Stakeholder Engagement Upsell And Retention Strategies Service Delivery Customer Satisfaction Escalation Management Root Cause Analysis Process Improvement KPI Analysis Quality Assurance

Restaurant Manager

ITC Hotels

Aug 2021 - Oct 2023 (2 years 2 months)

Managed end-to-end hospitality operations and led teams of up to 40 staff while ensuring service compliance and quality benchmarks. Handled guest escalations using root-cause analyses and service recovery actions, reviewed performance metrics, and delivered training and documented playbooks to improve team responsiveness.