Satish Radhakrishnan

Service Delivery Head

Enhance team performance and maximize customer satisfaction by strategically managing calls and
implementing process improvements. Talented leader offering top notch abilities in program
management, interpersonal communications and administrative oversight. Successful at training and
mentoring employees to promote culture of collaboration and continuous improvement.

satishkumar.nmims@gmail.com +919987521324

Mumbai, India linkedin.com/in/satish-radhakrishnan

Train and manage team of 45+ members and 25+

WORK EXPERIENCE contract and offshore resources.

Service Delivery Head

Lauren Technologies
05/2023 - Present, Mumbai,
India
Lauren is a digital native company focused on bringing innovation to the digital world with their
Cloud, AI, and Data services.
Achievements/Tasks
Leading the service delivery team, managing conflict, and maintaining
transparency of service strategy and key operational responsibilities
resulting in 20% improvement in team efficiency.
Managed client relationships delivered RPA solutions using Automation
Anywhere and led cross-functional teams.
Maintained strong relationships with major Enterprise customers resulting
in 95% customer retention rate.
Delivered regular fleet reporting and SLA metrics, exceeding targets by
15%.

Senior Implementation Manager

Hachiko
06/2022 – 05/2023,

Sydney,Australia
Hachiko is a Marketing & Advertising company that provides Rewards Programs,
Sales Incentives, Channel Engagement, and Brand Marketing.
Achievements/Tasks
Led client on-boarding implementation process. Completed all projects on
time and with start-up revenue between $25K and $100K.
Managed staff of project managers responsible for on-boarding new
customers to proprietary digital asset/project management, soft-proofing
and collaboration software for over 100 customers and 20,000 users.
Exceeded business plan for APAC region by focusing on sales partnering
and goal achievement.
Promoted strategic business partnership with Senior Sales Management,
realizing mutual sales goals including trips, bonuses, and dollar / unit
goals.

Implementation Manager
SAI Global
12/2020 - 06/2022, Sydney,Australia
SAI Global offers risk management services, quality assurance audit and
certification, auditor training and standards information services
Achievements/Tasks
Managed product systems utilizing SAAS enterprise platforms that
consisted of 25 or more implementations per month, by taking a vision &
seeing it through execution.
Successfully implemented 158 clients with 85% Net Promoter Score and
average client survey rating of 9.25.
Increased employee engagement by 20% by focusing on efficient workload
balance.
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SKILLS

Business Analysis Jira

Xceptor Data Hub

Project Management

PERSONAL PROJECTS Customer Service

Barclays - Selenium (10/2014 - 04/2015) Stakeholder Management

Introduced automation testing and increased
efficiency by 50%. KPI Management Agile
Participated in the design and implementation of new business processes.
Confluence Problem Solving
Citi - Xceptor Data Hub (07/2015 - 02/2016)
Implemented a third-party system - Xceptor Data Hub, helped automate the Documentation
business processes and deliver trusted data and increased efficiency.
Led efforts in development of software applications to implement customer Training & Development Leadership
requirements.
Software Implementation
Westpac (12/2018 - 09/2019)
Reduced project costs by $15000 by implementing cost-effective strategies.
Managed external design team, including deliverables and budget, for new
software design.
Established and maintained long-term customer relationships, building trust
and respect by consistently meeting and exceeding expectations.

Victorian Government - Universal Agent (12/2020 - 06/2021)

Enabled Technical Service agents to handle both Customer and Technical
Service calls. This initiative resulted in routing and staffing flexibility,
maintained or improved established key performance indicator benchmarks,
and reduced operating costs by 10%.
Developed curriculum and training programs and delivered via classroom,
webcasts and video.

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WORK EXPERIENCE PERSONAL PROJECTS
Implementation Consultant - Client Services Allianz
Peoplescout Devised a unique data monitoring system, hence,
06/2018 - 12/2020, Sydney,Australia increased data integrity by 55%.
PeopleScout is a leading RPO provider managing talent solutions through a Responsible for handling 3rd level of support and
seamless balance of technology and human expertise providing the clients an interfacing directly with DEV team,
edge in the business.
Achievements/Tasks
Managed requirements analysis and facilitated meetings, which ensured
clients' requirements were within scope and budget. EDUCATION
Managed complex implementation of web-based HR Management Solutions
while exceeding service levels. MBA - International Business &
Operated in a consultative manner to offer creative solutions for the unique Supply Chain Operations University
business needs of clients. of Sydney
Instituted Agile Scrum methodology within web development team. Efforts
led to increased productivity and quality through increased team
communication, ownership of problem solving/results and empowerment. B.Tech - Information Technology
Developed appropriate methodologies for collecting and analyzing data NMIMS, Mumbai
using various products and running SQL scripts.
Prepared project documentation including business process flow, training Diploma - Information Technology
materials, and project status reports.
Vidyalankar, Mumbai
Developed reusable tools, templates and practices that lead to increased
efficiency in delivery methodology, reduced implementation timeline to
recognize revenue and streamlined the implementation cycle.
Lead efforts to streamline internal processes used by the Technical
Support team and establish KPIs.
ACHIEVEMENTS
Consulted in the redesign of a company’s
Software Engineer Test Analyst website, resulting in a 25% increase in
traffic.
Accenture
07/2014 - 03/2016, Mumbai,India
Implemented changes to the onboarding
Achievements/Tasks
process for clients, raising CSR by 16%.
Collaborated with business analyst, development team and support teams
to launch products on time and within budget.
Utilized Google Analytics and implemented
Tested and evolved the customer-facing, multi-channel bank website for new scripts that increased performance by
desktop, mobile and mobile web applications. 25%.
Strengthened client's business by leading implementation of automation
testing software. Improved quality of software with 60% bug resolution
rate resulting in a 92% (4.65/5) customer satisfaction rate. Performed
automation testing using Selenium & Cucumber. TRAINING & CERTIFICATION
Successfully led 5 key feature's functional and performance test
while mentoring new team members in feature overview and test PMP Certification Training
design and implementation. Conference/Issuer of the certificate

Google Analytics
Programming Analyst Conference/Issuer of the certificate
Web Dakkar Consultancy
11/2009 - 06/2014, Mumbai, India Strategic Workforce Planning
Web Dakkar Consultancy works with small businesses or people starting their Conference/Issuer of the certificate
new business to create, design and deliver their web ideas or projects.
Achievements/Tasks
Performed data analysis on various MySQL, SQL Server, and Oracle
Databases. LANGUAGES
Familiarity with software development methodologies: Agile, Scrum, XP;
iterative and incremental development.
English Hindi Tamil Marathi
Took over web development project built on Groovy and Grails and lead it
to Completion.
Successfully redesigned and corrected Bugs in current Website platform
and databases.
Assisted in authoring design documentation associated with software
development projects.
Worked with product owners and leads to understand use cases and
develop them into features.

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