Supriya Surender, PMP, CSM

Experience

• 

  Dominion Energy

  Nov 2006 - Oct 2010

  • Key contributor to development and maintenance of new Natural Language IVR system.• Studied call patterns and provided staffing recommendations based on projected volumes.• Performed call research to address and inform regulatory, legal, media, and executive concerns.

  • Associate Business Performance Analyst

    Jun 2008 - Oct 2010

  • Customer Relations Specialist

    Nov 2006 - Jun 2008
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  DISH Network

  Feb 2011 - Jun 2021

  • Lead DISH Network’s award winning Voice of the Customer Program, earning the company its 3rd consecutive J.D. Power Overall Customer Satisfaction award and 5th consecutive J.D. Power Customer Service award.• Utilized Qualtrics to manage deliverables of a sophisticated survey program (3.8+ million responses/year) via NPS, CES, CSAT, and ad hoc research surveys for multiple teams across the enterprise: Customer Experience, Marketing, Product, and Sales for DISH Network, Sling, Boost Mobile, OnTech, and new wireless brands.• Initiated survey strategy best practices to collect digital customer journey insights specific to web and app experiences.• Scrum Master, managing project intake & sprint iterations for an Agile team of 10: analysts, developers, and ops managers.• Synthesized data from internal survey programs and external consumer insights groups (J.D. Power, Satmetrix, and ACSI) to share key satisfaction, experience, and loyalty drivers with executive stakeholders.• Built iterative roadmaps for machine learning initiatives identifying topic trends in open-text feedback and call transcripts.• Implemented closed-loop survey response processes to de-escalate customer issues, reduce call volume, spark interest in refer-a-friend program, and drive 5-star Google reviews. Show less • Managed complex call routing logic of ~300K inbound calls per day (English, Spanish, International) to over 75 agent skills spanning 25 call center sites and work at home agents.• Created detailed project scope documents and partnered with IT to deploy ~30 projects/month that directly impacted marketing, sales, customer retention, customer experience, and executive initiatives.• Balanced the complex needs of cross-functional teams to quickly execute telephony solutions, IT, call center management, executive leadership, agents, and support staff.• Partnered with IT to triage, escalate, and resolve telephony issues while mitigating impact on customers and agents.• Maintained invoicing, payments, and relationships with multiple third party vendors including voice talent, telecommunications equipment providers, and IT services providers. Show less • Senior member of the outbound compliance team. Managed legal compliance, customer segmentation, and performance metrics of ~200K outbound calls/day.• Supervised team of tier one operations analysts and initiated training, career path development, performance improvement plans, and goal management.• Led various business units' project initiatives, such as upsell campaigns, to increase average revenue per unit and win-back strategies to improve customer retention.• Managed operations of multiple outbound call center sites: staffing, performance analytics, training, and daily support. Show less

  • Program Manager - Voice of the Customer (VoC)

    May 2019 - Jun 2021

  • Senior Operations Analyst - Telephony Program Manager

    Oct 2016 - May 2019

  • Operations Analyst - Outbound Compliance Program Manager

    Feb 2011 - Oct 2016
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  VMware

  Jun 2021 - Jan 2024

  Senior People Insights Survey Program Manager

  • Managed VMware’s comprehensive employee experience survey program designed to capture impactful insights across the employee journey, including talent acquisition, pre & new hire, onboarding, quarterly pulses, exit, and ad hoc initiatives, for over 37,000 global employees.• Highly proficient in Qualtrics survey and dashboard design. Curated a variety of interactive dashboards showcasing key metrics unique to stakeholders across the company (e.g., DEI, ERGs, HR, Operations, Sales, Product, & people managers).• Coordinated robust communication plans for company-wide surveys. Created copy for web and email promotions, resulting in a participation increase of ~10%.• Partnered with cross-functional teams to develop actionable program-level survey strategies, generating key performance indicators to measure program success.• Owned all aspects of employee engagement surveys, including question design, survey programming & distribution, administration, communication strategy, data analysis, reporting, visualization creation, and troubleshooting.• Delivered impactful survey findings to leadership and executive teams, effectively communicating strategic insights and recommendations.• Executed efficient project management practices to maintain comprehensive survey timelines, orchestrating surveys to avoid conflicts with concurrent company initiatives and maximize participation rates.• Maintained enterprise survey governance to prioritize research, protect sensitive data, and lessen survey fatigue. Show less