Open to opportunities

Radhika Sriram

@radhikasriram

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Seasoned operations and customer experience leader driving CSAT and scalable processes.

India

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What I'm looking for

I am seeking a senior operations or customer experience role where I can lead cross-functional teams, implement scalable SOPs, integrate automation, and drive measurable CSAT and efficiency improvements.

I am a seasoned Operations & Customer Experience Manager with over 10 years leading cross-functional teams, delivering high-impact projects, and improving service delivery. I specialize in end-to-end operational workflows, SOP creation, process optimization, and vendor management to elevate user experiences.

At Dell Technologies I led training, performance coaching, and quality initiatives that increased CSAT by 20%+, drove root-cause analysis to reduce turnaround times, and supported platform transitions. I have delivered complex IT and deployment projects focused on customer self-service improvements and integration of AI-driven automation.

I partner effectively with stakeholders and tech teams to identify automation opportunities, support sales proposals, and implement scalable processes. I bring a pragmatic, customer-centric approach to mentoring teams, improving product-market fit through UX and market research, and ensuring consistent premium service delivery.

Experience

Work history, roles, and key accomplishments

Current

Senior Deployment Engineer

Current

ChargePoint Technologies

Sep 2024 - Present (1 year 4 months)

Leading deployment and system implementation projects focused on enhancing customer self-service features and improving speed and quality of customer interactions. Coordinate cross-functional teams and integrate automation/AI solutions to streamline workflows and maintain premium service delivery.

Deployment System Implementation IVR Customer Experience Integration SOPs Stakeholder Management Cross Functional Collaboration

Senior Analyst - Business Operations

Dell Technologies

Aug 2020 - Sep 2023 (3 years 1 month)

Directed deployment and system implementation projects and drove cross-team collaboration to ensure seamless project delivery; implemented process improvements and SOPs while identifying automation opportunities to boost operational efficiency. Supported sales proposals and integrated AI-driven solutions to improve workflows.

Operations Management Project Management SOP Development Process Improvement Automation Stakeholder Management Sales Support Agile

Analyst - Customer Services

Dell Technologies

Sep 2015 - Aug 2020 (4 years 11 months)

Led training, performance coaching, and team management for global customer service teams, driving CSAT improvements of 20%+ and reducing turnaround times through root-cause analysis and process enhancements. Managed platform transitions and quality control initiatives.

Training Quality Management CSAT Root Cause Analysis Process Optimization Customer Support Performance Metrics

Assistant Manager - Customer Service

Kurl-On Ltd

Mar 2011 - Feb 2012 (11 months)

Managed customer relationship teams and daily call centre operations, handled escalations, and executed acquisition strategy while cultivating vendor relations and monitoring supply chain efficiency to support customer fulfillment.

Customer service management Escalations Vendor Management Supply Chain Coordination performance reporting Customer Relations