Nisha Sridivya

Worked in a Global Command Center environment/Network Solutions, leading end-to-end incident management to ensure rapid detection, triage, and resolution of issues which affect CX and SLs. Drove adherence to service level agreements (SLAs) by prioritizing incidents, managing escalations, and coordinating timely resolution to minimize customer impact. Supported real-time monitoring of network operations and implemented alerting and automation solutions to proactively identify issues, reduce downtime, and improve response efficiency. Translation Services – Localization, driving global programs with a focus on automation, scalability, and operational excellence. Lead end-to-end delivery of complex initiatives, improving turnaround time, reducing manual effort, and enhancing client experience. Leverage data-driven insights to deliver measurable impact, including efficiency gains and cost savings.

Worked in Executive Customer Relations (ECR), handling high-visibility escalations and driving end-to-end resolution of complex customer issues. Led quality assurance initiatives as a Kaizen leader, mentored specialists, and conducted audits to ensure adherence to standards. Contributed to the Peculiar Moments program and performed root cause analysis to drive systemic improvements and enhance customer experience. Recognized as a top performer and contributed to key customer experience improvement projects.