Open to opportunities

Shilpa Radhakrishnan

@shilparadhakrishnan

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Experienced Customer Service Team Manager with a focus on performance improvement.

Lithuania

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What I'm looking for

I am looking for a role that fosters team engagement and allows for continuous improvement in customer service delivery.

I am an experienced Customer Service Team Manager with over 6 years of expertise in leading high-performing teams in technical support environments. My journey has been marked by a commitment to delivering exceptional customer experiences while aligning with regulatory standards and business objectives. I have a proven track record in coaching, quality assurance, and KPI management, which has enabled me to drive continuous improvement through data analytics and root cause analysis.

In my current role at Teleperformance, I lead a team of 15 Customer Experts, where I have successfully implemented behavior-based coaching strategies that improved team productivity significantly. My previous experience as a Quality Analyst allowed me to enhance service quality and streamline workflows, contributing to a 100% customer satisfaction rate as a Customer Service Representative. I am passionate about fostering a culture of engagement and performance excellence within my teams.

Experience

Work history, roles, and key accomplishments

Current

Team Manager (Customer Service)

Current

Teleperformance (Majorel)

Nov 2023 - Present (1 year 8 months)

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.

Team Leadership Data Visualization Performance Metrics Coaching Conflict Resolution Employee Engagement

Quality Analyst (Customer Service)

Teleperformance (Majorel)

Jul 2023 - Present (2 years)

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.

Quality Assurance Feedback Loop Development Agent Development Nonconformity Investigation Continuous Improvement Cross Functional Collaboration Customer Satisfaction

Customer Service Representative

Teleperformance (Majorel)

Oct 2022 - Present (2 years 9 months)

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.

Customer Service CSAT Technical Support Onboarding Team Leadership Conflict Resolution Problem Solving

Business Operations Associate

Milaap Social Venture India Pvt Ltd

Aug 2021 - Present (3 years 11 months)

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.

CSAT Fraud Investigation Documentation Problem Solving

Test Day Supervisor

British Council Education India Pvt Ltd

Dec 2020 - Present (4 years 7 months)

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

Exam Administration Compliance Logistics Coordination Quality Control Event Management

Associate Trainer - Life & Learning

The Nudge Foundation

Sep 2020 - Present (4 years 10 months)

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

Training Coaching Curriculum Development Youth Development Mentoring Education

Invigilator

British Council Education India Pvt Ltd

Aug 2017 - Present (7 years 11 months)

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.

Exam Security Compliance Quality Assurance

Education

Degrees, certifications, and relevant coursework

Kaunas University of Technology

Master of Science, Industrial Engineering and Management

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.