Open to opportunities

Pratishtha Kiran

@pratishthakiran2

Message

I’m a stakeholder management professional delivering SLA-driven customer outcomes for enterprise accounts.

India

Message

What I'm looking for

I’m looking for a stakeholder/customer-operations role where I own SLA & KPI performance, run QBRs, lead escalations with root-cause fixes, and continuously improve service delivery to drive adoption, retention, and measurable business outcomes.

I’m a results-driven stakeholder management professional with 5+ years of experience supporting enterprise accounts and leading customer-focused operations. I bring a strong track record of running business reviews (including QBRs), driving measurable outcomes, and strengthening stakeholder relationships that improve customer satisfaction, adoption, and retention.

In my current role supporting American Express, I ensure strict SLA and KPI compliance (98%) through proactive monitoring, deviation detection, and corrective action. I also lead large teams across multiple service locations, manage structured employee feedback channels, and use operational platforms (like Dynamify and Mobius) to improve reporting and transparency—while resolving escalations through root-cause fixes and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Stakeholder Manager

Current

Sodexo India Private Limited

Oct 2025 - Present (8 months)

Served as primary liaison for American Express, leading monthly performance reviews and QBRs with SLA/KPI reporting and strategic action plans. Maintained 98% SLA compliance through proactive monitoring and corrective actions while leading a team of 82 across three buildings serving 3,000+ employees.

Stakeholder Management Escalation Management Service Delivery Team Leadership performance reporting Customer Engagement Root Cause Analysis Process Improvement

Frontline Manager

Sodexo India Private Limited

Oct 2024 - Oct 2025 (1 year)

Directed operations for Google across 12 locations (cafés and micro-kitchens), serving 2,000+ users daily while overseeing SLA compliance and service continuity. Analyzed operational dashboards with account teams, managed escalations with cross-functional partners, and implemented root-cause fixes.

Operational Management SLA Management Performance Dashboards Stakeholder Engagement Root Cause Analysis Cross Functional Collaboration Compliance Management Process Improvement

Brand Head

Vietnom India

Oct 2023 - Oct 2024 (1 year)

Oversaw service delivery across five outlets for B2B contracts, maintaining customer satisfaction and quality standards. Built corporate client relationships with a structured feedback loop and quarterly reviews, improving retention by 15%, while analyzing service KPIs to drive process improvements and upsell potential.

Business Development Service Delivery Client Relationship Management Retention Upsell Strategy Stakeholder Engagement KPI Analysis Process Improvement Quality Assurance Escalation Management

Restaurant Manager

ITC Hotels

Aug 2021 - Oct 2023 (2 years 2 months)

Managed end-to-end hospitality operations with teams of up to 40 staff, ensuring compliance and quality benchmarks across multiple locations. Led guest escalation handling with root-cause analysis and service recovery actions to increase repeat visits, while training teams using documented playbooks and performance metrics.

Hospitality Operations Team Leadership Root Cause Analysis Service Recovery Quality Assurance Performance Metrics And Playbooks Compliance Management