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Priya Ramesh

@priyaramesh

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Client-focused Team Lead optimizing operations, improving retention, and ensuring 95%+ CSAT.

India

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What I'm looking for

I’m looking to lead customer operations teams, own SLA/CSAT outcomes, optimize Order-to-Cash workflows using ERP/CRM tools, and deliver compliance-driven improvements that retain clients and scale efficiently.

I’m a client-focused Team Lead with 4+ years of global experience across the UK, US, and India, specializing in service delivery and end-to-end operational management. I’m known for translating operational complexity into scalable, compliance-driven solutions.

In my current role as Team Lead – Customer Operations, I direct a team of 6+ as the primary SME for complex client escalations and process resolutions. I manage end-to-end client operations across the O2C lifecycle via Dynamics AX and SAGE, ensuring SLA adherence across accounts while maintaining 95%+ CSAT.

I also act as the primary client advocate, liaising with production and QA to verify inventory feasibility via ERP data. By eliminating fulfilment bottlenecks, I’ve reduced order rejection rates, strengthened long-term relationships through commercial pre-sales reviews, and driven continuous process improvement with structured insights.

Previously, I delivered multi-channel customer success for 100+ accounts monthly with consistent 95% CSAT, resolved critical escalations with full ownership, and improved retention by 20%. I’ve also led process improvement work at Dr Reddy’s Laboratories, scaling projects that improved yield and operational efficiency, and supporting technology transfers with strong communication of SOP and cGMP standards.

Experience

Work history, roles, and key accomplishments

Team Lead, Customer Ops

Xeal Pharma

Jul 2024 - Mar 2026 (1 year 8 months)

Directed a 6+ person team as primary SME for complex client escalations, ensuring SLA adherence across accounts. Managed end-to-end O2C operations in Dynamics AX and SAGE, improved fulfillment outcomes by verifying inventory feasibility with production/QA, and contributed to ongoing retention via key account pre-sales support.

Team Leadership Escalation Management SLA ERP Data Analysis Key Account Management

Customer Success Advisor

Lifeline Protect Ltd

Oct 2023 - Jul 2024 (9 months)

Provided multi-channel support to 100+ client accounts monthly, maintaining a 95% CSAT score. Owned critical escalations to drive a 20% increase in client retention, using CRM analytics to identify trends and improve service workflows.

& Customer Success CSAT Escalation Management Client Retention CRM Analytics Stakeholder Management

Customer Success & BD Coordinator

Personal Remedies

Apr 2023 - Sep 2023 (5 months)

Managed 50+ client portfolios using Salesforce and HubSpot, driving a 20% revenue increase through targeted retention strategies. Conducted monthly reviews to reduce churn, supported pipeline growth via LeadFuze and SEMrush research, and helped redesign support processes to improve efficiency and response quality.

Customer Retention Salesforce HubSpot Lead Generation Market Research SEMrush

Process Optimization Specialist

Dr Reddy’s Laboratories

Aug 2021 - Sep 2022 (1 year 1 month)

Led 6+ process improvement projects, increasing yield and operational efficiency by 28%. Investigated 20+ deviations to improve product quality by 15%, supported qualification of critical process parameters for oncology batches, and communicated SOP/cGMP expectations to stakeholders.

Process Optimization CGMP Compliance Quality Assurance Technology Transfer