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  3. Radhika Sivaramkrishnan

Radhika Sivaramkrishnan

Travel writing and blogs, Content Editing, Data entry, Proofing, Quality

Tamil Nadu, India |

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Last Signed in: 05 Feb, 2014
January, 2014
11 Year


Team player with strong inter personal skills • Efficient in time management and organizational skills • Act in a boundary less fashion while searching and applying the best ideas regardless of the source • Superior communication skills in dealing with customers, co-workers and employees • Well organized and highly efficient in multi tasking dynamic environment with ability to consistently execute • Experience in servicing customers in the card services industry being as an independent self starter • Realistic, hardworking, focused, proactive and adaptable to work environment


Sojourn - Take a break

2012 - Present

Complete holiday begins and ends with Sojourn. Sojourn would take over your complete holiday planning, offering you suggestions and finalizing the deserved holiday for you with your loved ones. Caters to Small/Medium/Large families holidays, Corporate off-sites, Personal or Leisure travel, ideas on destinations etc

Shrikon Technologies

Offshore Operations Manager
2011 - Present

• Payroll processing for all off shore resources • Onboarding tasks once resources are hired • Review of all off shore task sheets and time sheet reports for payroll processing • Director’s expenses to be reviewed and all travel related details to be monitored • Quality analysis and audit of all resources tasks • Overseeing all requirements that come in and allocate to resources • Review of process related documents and keeping them updated on a timely basis • CRM administration • Auditing of roles and responsibilities and off shore tasks


Quality Program Manager
2008 - Present

Quality Management/Operational Excellence • Support operations through the life cycle of the account from transition to end delivery • Facilitating quality projects and transformation initiatives • Identifying cost reduction opportunities • Responsible for all levels of quality control/quality assurance • SLA validations with the team/client • Implementing and improving the Voice of Customer scores • Involve with the client teams in rolling out Kaizen initiatives and projects • Implementing Kaizens in the form of small automations/process changes • Perform Kaizen audits on sustenance and documentation of Kaizen implementation • Facilitate detailed process FMEA to understand the failure modes in the process and thereby provide control mechanisms • Perform SLA risk analysis through the use of FMEA • Conduct monthly management reviews • Perform/Facilitate corrective and preventive action plans for the teams • Help the teams in capturing errors and analyzing the root cause and implement solutions • Review and recommend span of controls • Implement stack ranking across teams • Developed the performance management system at a very basic level for monitoring performance • As part of global project plan, helped in doing HR hiring analysis to understand the loop holes involved in hiring across various levels • KRA includes training teams on quality control tools, Kaizens • Identify projects for CSAT, Cost Reduction and Revenue enhancement • Train operations on the usage of Quality tools • Design and implement customer satisfaction surveys

RR Donnelley

Associate Operations Account Manager
2007 - Present

Operations/Process Management/Client Management • Act as a vital link between the clients, the operations team and the senior management • Liaise between the business unit and the client to co-ordinate work schedule and ensure implementation and monitoring of Service Level Agreement • Reviewing and involvement in deciding the SLA with the client • Interface with clients frequently and maintain an excellent relationship with them • Evolving robust process to reduce time, improve quality, maximize productivity and increase in revenue • Oversee and co-ordinate operational issues and timely flagging to the senior management • Continuous process innovations through six sigma methodologies • Providing the organization sales team with any operational support • BCP management including scenario testing from time to time and audits • Point of escalation for non-adherence to SLA/Process • Involvement with clients at every stage by conducting conference calls and reviews • Involve the corporate quality team to identify process enhancements and provide value added services to the customer • Providing value additions for clients by suggesting process innovations after studying their current system • Have been actively involved with my teams in rolling out “5S” initiatives, “Kaizen” projects, and implementing the Cellular or Lean Manufacturing successfully • Have been involved with Human Resources in recruitment of managers, Customer Service Executives at all times • Conceptualize and implement soft skills training programs, leadership programs and communication workshops Involved in the FSG segment of the organization having the experience of handling multiple teams of various team sizes (170 resources being the highest) including Client Managers, Quality Manager, Document Specialists and Quality Controllers • Have the exposure of handling various legal processes, that were in to Document Management, Work Processing

RR Donnelley

Client Manager
2004 - Present

Managing a team of Document Specialists, Quality Controllers & Project Coordinators for a Team performing the Document Management work for Legal Firms • Handled multiple client teams – Leading law firms, consultancy services • Played a role in training and professional/personal improvement activities like succession planning, career pathing • Manage and prioritize production capacity and responsible for shift scheduling • Ensure workflow in adherence with the project life cycle • Improving productivity and efficiency of business processes • Identify training needs, create and implement coaching strategies to maximize productivity • Giving constant feedback thus enhancing the learning curve of the operator • Control cost through effective utilization of personnel, materials and equipment • Have actively involved with the HR team in campus recruitments of Document Specialists and Quality Controllers Involved in the FSG segment of the organization having the experience of handling multiple teams of various team sizes (170 resources being the highest) including Client Managers, Quality Manager, Document Specialists and Quality Controllers • Have the exposure of handling various legal processes, that were in to Document Management, Work Processing • 2.5 years of experience handling legal teams doing Document management, Word processing • Allocating and planning staffing model based on client specific requirements. Have been a part of the solution making and successful implementation of the cellular model of manufacturing • Performance and appraisal management including definition of KPIs of various levels • Strive for a fun based approach to effectively implement new ideas and maintaining high employee morale and culture building • Have actively involved myself with teams in conducting team outings, team fun activities and other motivational programs

DSQ Software

2002 - Present

Responsible for a team of thirty of the call center, their productivity and client deliverables • Responsible for the development and implementation of all necessary call center procedures required for daily operation • Allocating staffing and funding resources based upon client requirement • Responsibilities included routing, rostering, scheduling, preparation of weekly and monthly reports, maintaining employee database • Monitoring agent calls and giving feedback to improve their call making efficiency • Imparting process knowledge through constant refresher courses • Regular analysis and review of campaign specific data that is derived from predictive dialer


Compliance Officer, Associate call center
2000 - Present

Single point of contact for compliance related issues for card services division • Was responsible to drive compliance for a particular business in GECIS with a headcount of 450 • Supported management with compliance planning and implementation, monitor compliance levels, and assist management with compliance self assessment programs • Training new recruits and ensure that compliance formed a part of department induction and creating the awareness amongst all new recruits • Analysis and monitor trends of compliance levels • Investigating breaches through floor walking, reports from quality analyst and active call barging • Corrective action plan for defaulters by identifying common and endemic compliance issues • Underwent training for Coaching Service Quality


MOP Vaishnav College for Women

Bachelor of Science (BSc)
1997 - 2000

National institute of Information Technology

Diploma in Network Centric Curriculum
1997 - 2000

Jawahar Vidyalaya

1993 - 1997

Vivekananda Vidyalaya

1984 - 1992
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Operations Management
Six Sigma
Travel Writing
Travel Planning
Office Admin
Research & Fact Checking
Admin Assistant


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