Vasulakshmi Masti Suryanarayana
@vasulakshmimastisury
Strategic CX Program Manager with expertise in digital transformation.
IndiaWhat I'm looking for
I am a strategic and results-driven professional with over a decade of experience leading cross-functional transformation initiatives in global customer service, order management, and CX operations. My proven track record includes driving system integrations, automating workflows, and enhancing reporting structures to align business processes with financial and operational goals.
Throughout my career, I have successfully managed change and streamlined processes, implementing scalable digital solutions such as chatbots and analytics dashboards. I am passionate about enabling efficiency, data-driven decision-making, and continuous improvement in complex, fast-paced environments. My collaborative approach has allowed me to work effectively across finance, shipping, legal, planning, and IT to deliver high-impact outcomes.
Experience
Work history, roles, and key accomplishments
CX Program Manager
CommScope
Oct 2020 - Sep 2023 (2 years 11 months)
Spearheaded a digital transformation initiative by developing and launching a chatbot, reducing repetitive inquiry handling by 60%. Integrated workflows with Microsoft CRM and enhanced backend efficiency. Drove change management and built a real-time feedback system for continuous improvement.
Customer Service Supervisor
CommScope
Oct 2015 - Oct 2020 (4 years 11 months)
Led the integration of SAP systems from acquired companies while maintaining global order operations. Designed performance reviews and training programs, and collaborated with various teams to streamline order fulfillment and enhance transparency.
Project Order Management Specialist
CommScope
Jan 2012 - Oct 2015 (3 years 9 months)
Managed project delivery for high-value customer orders, designed dashboards for real-time updates, and optimized pricing through automation. Successfully delivered projects on time by coordinating cross-functional teams.
Education
Degrees, certifications, and relevant coursework
IIIndian Institute of Management Indore
Senior Management Programme, Management
2023 -
Currently enrolled in the Senior Management Programme to enhance leadership skills and strategic management capabilities.
AUAnnamalai University
Master of Arts, Business Economics
2015 -
Completed a Master of Arts in Business Economics, focusing on the economic principles and practices that drive business decisions and strategies.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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