Shilpa Radhakrishnan

Led and managed a team of 15 Customer Experts to deliver high-quality support across channels. Improved team productivity from 0.9 to 2.8 items/hour by implementing behavior-based coaching and RCA based interventions.

Increased service quality by 3.5% and reduced markdowns by 13% through structured feedback loops and agent development plans. Conducted investigations into nonconformities, aligning with continuous improvement goals.

Maintained 100% CSAT by delivering empathetic, technically sound resolutions for customer issues. Assisted in onboarding new hires and served as acting team lead when required.

Handled multi-channel support (email, live chat, WhatsApp, social media), achieving a 97.6% CSAT. Flagged and helped eliminate 5 fraudulent campaigns by liaising with the fraud investigation unit.

Supervised IELTS exam administration, ensuring full compliance with protocols and standards. Coordinated cross-functional logistics and resolved escalations in real time.

Trained underprivileged youths in 21st-century skills and job readiness. Provided individualized coaching and enhanced curriculum with the team based on feedback.

Monitored candidates during IELTS exams to maintain a secure and fair testing environment. Provided candidate support, resolved concerns, and assisted in exam venue setup, ensuring compliance with established protocols.

Activities and societies: Additional Subject: Managerial Finance-financial analysis, investment valuation, and capital budgeting using NPV, IRR, and CAPM. Thesis: Study of Packaging Waste Reduction in a Manufacturing Company

Applied the DMAIC methodology to analyze and reduce packaging waste. Conducted root cause analysis using tools such as the Ishikawa diagram. Developed sustainable improvement recommendations based on detailed cost-benefit analysis.